Strong technical skills in Microsoft Office 365, Windows 10, Adobe Acrobat, and various hardware including Lenovo laptops and HP desktops.
Experience in remote office location support is a plus.
Willingness to cover extended hours and overtime as needed.
Strong analytical skills with a focus on customer service and attention to detail.
Self-starter who is resourceful, reliable, and trustworthy.
Ability to manage a varied workload and meet deadlines effectively.
Excellent written and verbal communication skills.
Responsibilities
Respond to and resolve user inquiries for first- and second-level support via phone, email, or in-person.
Maintain effective communication with users and other support staff.
Champion user issues to the appropriate individuals based on established guidelines.
Stay updated on product offerings and support policies to provide accurate solutions.
Attend weekly education and technical sessions to keep technical knowledge current.
Take ownership of escalated tickets to ensure resolution and user satisfaction.
Participate in software and hardware rollouts and upgrades, including planning and testing.
Benefits
Comprehensive benefits package.
Opportunities for ongoing training and skill development.
Supportive team environment with a focus on collaboration.
Potential for flexible hours during peak times.
Full Job Description
Position Summary
The Specialist, Computer Support provides technological support to all users in the firm.
Essential Duties and Responsibilities
Typical responsibilities include, but are not limited to, the following:
Respond to, research, and resolve user inquiries for first- and second-level support received via telephone, e-mail, or walk-in, in a timely and efficient manner.
Maintain effective communication.
Interface and maintain effective communication with other Support, Training, and Information Systems staff.
Champion users' problems to appropriate individual(s) based on established guidelines and procedures.
Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.
Attend Computer Support Weekly Education and Technical Sessions to stay apprised of all technical changes.
Attend ongoing training programs to keep technical skills sharp.
Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction.
Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing.
Demonstrate willingness to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.
Qualifications/Position Requirements
Strong technical skills in Microsoft Office 365 Windows 10, Adobe Acrobat, Mobile Iron, iOS devices, ChangePro, Citrix. Duo Mobile, iManage Lenovo laptops, HP desktops and printers.
Remote office location support experience a plus.
Receptive and willing to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.
Strong analytic skills, outstanding customer service skills and be detail-oriented.
A disciplined self -starter who is resourceful, reliable and trustworthy is needed.
Ability to manage a varied workload and meet deadlines.
Must be able to work collaboratively with lawyers and staff, demonstrating strong teamwork and a positive attitude. Strong team player a must.
Excellent written and verbal communication skills.
Education and/or Experience
Bachelor's degree preferred.
2-3 years Support experience in a large law firm or professional services environment.
Compensation
The expected base salary for this position ranges from $70,000 - $95,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. Davis Polk offers a competitive salary and comprehensive benefits package.
