IT Practice Support Specialist

Overview

The IT Support Specialist reports to the IT Manager in an office and is the local IT resource who follows up on local help desk calls and calls escalated from the global help desk. The IT Support Specialist’s primary responsibilities are to provide AV support for conference rooms, respond to and troubleshoot helpdesk tickets, assist with deskside training needs, maintain and support all office IT equipment, test current/proposed technologies, and assist with end-user facing projects. The Specialist should be able to identify and solve systemic issues on the desktop and mobile devices and ensure that the technologies rolled out by the firm are aligned to attorney workflows in the office to help drive adoption of those solutions.  Additionally, the IT Support Specialist will serve as a Subject Matter Expert (SME) on the subset of technologies most used by their assigned office. This position provides technical support primarily to the DC office but can also be called upon to assist with problems in any of Milbank's other offices.

Responsibilities

• Help Desk Support:
  • Provide remote and deskside help desk support for all hardware and software provided by the IT department including mobile devices.
  • Troubleshoot and research problems where a resolution is unknown. This may require speaking to a vendor’s technical support person, searching online databases, software help files or other sources that are available.
  • Create, escalate and close tickets on the Helpdesk ticketing platform (ServiceNow)
  • Deliver white glove service including scheduling appointments with end-users to meet at a convenient time to address IT issues. If necessary, escalate to the next level of support and keep user informed of the status of issues.
  • Distribution and asset tagging and tracking of all equipment used by the end user in and away from the office including laptops, mobile devices and accessories.
  • Occasional printer support and maintenance such as clearing print queues.
  • Follow established standards and guidelines for the installation, configuration, and maintenance of desktop computers, peripheral equipment and software within.
• AV Conference Room Support:
  • Collaborate with colleagues on the NY Telecom Team to support meetings and multi-media activities.
  • Support Firm events by setting up, maintaining and/or removing AV equipment for scheduled and ad hoc audio and video meetings.
  • Perform system quality checks to promptly correct audio visual (AV) issues prior to meetings and Firm events to ensure flawless connectivity in the rooms and to report any maintenance that is necessary for functionality of the rooms.
  • Help troubleshoot, repair or escalate issues related to our integrated AV systems including reconnecting cabling for telephone systems.
  • Assist meeting participants in using the Firm’s internal collaboration tools, such as Webex, audio conferencing, Cisco Jabber, ClickShare, BlueJeans and similar
• On-boarding /Off-boarding:
  • Setup/remove hardware/software and mobile devices upon arrival and departure.
  • For onboarding – assist with first login: set printers and e-signature; change login password; setup mobile device and telephone.
  • For offboarding – assist with electronic file organization and transfers; collecting and wiping devices, etc.
• Assist the training team in delivering new hire and ongoing training and developing outlines, print and video training materials specific to the office and for the applications they are assigned as a SME.
• Assist the QA and Desktop teams in testing and quality assurance of new software applications from the end-user point of view.
• Assist with ensuring the security of all systems and equipment including reporting and remediating phishing and malware attacks.
• Assist with IT and firm projects as needed including moves, build out and installing "special" or POC software for users. Update Smartsheet for assigned tasks.
• Participate in US regional afterhours support rotation.
• Travel as needed to assist other offices.
• Other responsibilities as they may be assigned from time-to-time.
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Qualifications

• A High School diploma required; a bachelor’s degree preferred (focus on Information Systems)
• At least 2-3 years of demonstrated experience in a client service driven help desk environment.
• Experience working with and handling audio visual equipment and supporting AV Conference Rooms with Cisco Call manager application (CUCM), Cisco Unity, VOIP system configuration and VOIP telephone installation (Cisco).
• Familiarity with collaboration tools, such as Webex, audio conferencing, Cisco Jabber, Clickshare, Blue Jeans and similar products.
• Knowledgeable with Control Systems, DSPs, Audio Distribution, Touch Panels and Virtual TPs, Cisco Codecs & Infrastructure AV equipment.
• Proficiency using and supporting a document management system (ideally NetDocuments).
• Advanced understanding of Microsoft Office suite, Microsoft Windows 10 and 11 operating system, Adobe Acrobat, document comparison (Litera Change Pro) or similar legal tools.
• Familiarity with other systems such as EMS, legal financial systems (Chrome River), and time entry products.
• Experience with remote device support including Smartphones(iPhone & Android), Intune, Azure Virtual Desktop, VMware, and Cisco Phone system/IP telephony.
• The ability to learn new technologies and practice specific workflows.
• Experience working in a fast-paced law firm or professional services environment preferred.
• Excellent time management skills with the ability to prioritize and juggle multiple tasks with competing tight deadlines.
• Excellent written and oral communication skills including the ability to communicate ideas in both technical and user-friendly language.
• Excellent listening and interpersonal skills with a high energy level and have a professional demeanor.
• Strong customer-service orientation and attention to detail.
• Must be resourceful with excellent problem-solving skills.
• Must have good sense of judgment and know when to escalate problems to the appropriate manager.