Serves as an effective, advanced-level technical resource to customers who contact them directly for assistance and for escalations requiring software and hardware requests; Serves as customer service advocate to facilitate timely and high quality solutions and support; Promote new technologies; Plans, facilitates and supports meeting technology events and tools including video conferences, presentations, client meetings and special events; collaborates with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events; Installs and maintains computer software standards in accordance with departmental requirements and procedures; Maintains the operational availability of office computers and printers; maintains asset management system to ensure the accuracy and currency of Firm assets; Uses Firm call tracking technology, in conjunction with departmental best practices, to create, update, escalate, and close tickets recording the life-cycle of a services request; Practices call ownership by acting as a liaison with Firm-side IT groups and customer keeping them apprised of service request status until request is resolved to customer's satisfaction; Coordinates IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software; Proposes solutions to technology processes and challenges to improve efficiencies; Supports mobile device technologies; promotes and supports remote access tools and best practices; Works across IT teams to achieve timely escalation and closure of software and hardware issues; Facilitates the handling of planned service events such as monthly network maintenance, or unplanned network disruptions/critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.); Fosters data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data; and Works beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required. Requirements Expert to expert proficiency in Microsoft Operating Systems; Expert proficiency in Microsoft Office Suite; Advanced to expert proficiency in Microsoft Operating System application installation and configuration processes; Advanced to expert proficiency in remote access architectures, applications and technologies (Citrix, VPN); Advanced to expert knowledge of mobile technologies (iOS, iPad OS); Advanced to expert proficiency in networking technologies, cabling topologies and related applications; Advanced to expert proficiency in installation and configuration of modem, data communication devices, networking devices and cabling; Advanced to expert proficiency in practice support/litigation support applications; Advanced proficiency of Inter/Intra/Extranet technologies; Advanced proficiency in Document Management System (WorkSite); and Advanced knowledge of customer service principles and practices.
