The New York office of Bracewell LLP is seeking an experienced, energetic and motivated User Support Specialist (IT Specialist) to provide primary support to the 100+ users in the NY and Hartford, CT offices.
As a member of the firm-wide User Support team, this position is responsible for providing onsite and remote support for standard desktop hardware, Windows 7 /10, Microsoft Office 2010/2013 Suite, and legal applications. Occasional travel will be required for this position.
The NY User Support Specialist will have frequent interaction with internal personnel (staff and attorneys), external clients, and will work closely with other departments and administrative sections to support firms IT needs.
In additional, the Specialist will assist in supporting meetings which require video conferencing and/or other AV equipment and services.
Responsibilities include but are not limited to:
Support firm computing / technology environment, equipment and functions consisting of workstations, printers, laptops, network devices, video conferencing equipment, etc.
Support Firm-issued Smartphone devices and mobile device technologies.
Provide technical support either by phone or desk-side for software and hardware support with ability and knowledge to remotely resolve issues using Remote Desktop/ Remote Software.
Monitor and accept User Support requests (via telephone, e-mail, in-person) related to firm desktop equipment and the firm approved applications as follows:
Create and update accurate call information into firm's ticket tracking application.
Resolve assigned calls through troubleshooting, researching, testing, or working with other support team members. Notify caller with resolution progress and insure user is satisfied once call is resolved.
Escalate or reassign appropriate calls to in-house network or application specialists.
Support video conferencing equipment and conferences requiring AV equipment and services. This includes overseeing requests, setting up meetings, and providing support to event attendees and other support staff.
Additional responsibilities include operating and maintaining video conferencing environment, video equipment, projectors, laptops, and audio conference services.
OTHER JOB FUNCTIONS:
Collaborate with office management regarding office projects and support tasks.
Perform moves, additions, and changes requests as they are submitted by IT managers, Director of Administration and Operations Staff.
Participate in the development and implementation of special projects as requested.
Conduct research as needed for problems or user requests and recommend (with department management) solutions or products.
Support adherence to firm standards in the creation of documents and use of firm supported hardware and software.
CANDIDATE EXPERIENCE and SKILLS:
Candidates should have excellent customer support and service-oriented skills and at least five years’ experience in a legal services environment
Ability to listen, interpret questions, and effectively communicate questions and instructions in oral and written form.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high- pressure environment.
Effective interpersonal skills and relationship-building skills.
Experience working in a team-oriented, collaborative environment.
Maximum flexibility when working with others on daily and project schedules.
Analytical and problem-solving abilities, with keen attention to detail.
Excellent troubleshooting skills and hands-on experience with resolve hardware issues.
Essential Experience includes knowledge and support of:
HP desktops and laptops, Windows 7/8.1/10, Microsoft Office 2010/13, office add-ons for legal (comparison, template / formatting, metadata cleaning), Citrix & VPN or other remote access, OpenText eDocs, time entry software,
Desirable Experience includes knowledge and support of:
Audio\Visual equipment and setup, inventory Maintenance, Citrix ShareFile, Active Directory Management & User Account Creation, SCCM - Software Packaging and Application Deployments, Software Updates, Print Server Management, litigation support and Mobile Device Management (BES)
Bracewell LLP is a prominent international law firm with more than 400 lawyers in Texas, New York, Washington, D.C., Connecticut, Seattle, Dubai, and London. Bracewell provides guidance on business law, finance, litigation, government relations and regulatory policy. We serve major financial institutions, Fortune 500 companies, governmental entities and individuals concentrated in the energy and financial services sectors worldwide.