Support Desk Support Specialist

August 25, 2020

Offices

The Support Desk Support Specialist (9:00 am – 5:00 pm shift) provides the initial level technical software and hardware support to all users of the firm’s networked systems.

Responsibilities

  • Provide telephone, Deskside and one on one support to all users of the firm’s networked systems, with emphasis on Microsoft Office applications, Document Management, pdf creation and editing, redlining and metadata scrubbing
  • Complete weekly floor walks
  • Work closely with the IT Support Services Manager and other IT staff members when seeking answers to complex questions and issues
  • Track and document user support issues in ticketing system
  • Monitor and follow-up on all assigned tickets, ensuring proper resolution, end-user contact and satisfaction meeting agreed upon SLAs
  • Responsible for all account creations, terminations and changes
  • Remain current with all network applications, software/template/macro changes, and enhancements
  • Participate in on-call coverage on a rotating basis
  • Participate in internal meetings with Support Desk Team discussing status of projects and current issues
  • Configure loaner laptop, wireless card and mobile devices for employees
  • Other duties as assigned

Requirements

  • Bachelor degree, or equivalent experience
  • Minimum 2 years of Help Desk or Support Desk experience in a professional services organization
  • Exceptional customer service and interpersonal skills combined with excellent listening, written and verbal communication skills
  • Proficient in the use of Microsoft Office applications (2013/2016/365) - Certification, a plus
  • Proficient in the use and support of SharePoint 2013/2016
  • Knowledge supporting Windows 10 OS, ChangePro, Metadact, Litera, Innova, Adobe, Nuance and Mimecast.  Experience and/or knowledge of document management systems such as OpenText, iManage and NetDocuments
  • Experience deploying agents to and troubleshooting iPhone, Windows and Android devices
  • Knowledge of running and troubleshooting videoconferencing equipment
  • Experience with Videoconferencing Software, such as Zoom, WebEx, & Microsoft Teams
  • Experience with multifactor authentication and use with Citrix XenDesktop and VPN connections

How to Apply

Please click here to apply now.

At Foley Hoag, we welcome, develop, and celebrate talented and diverse individuals in an innovative, mutually respectful, and intellectually rigorous community, and bring unique perspectives to collaborative teams that deliver exceptional advice and craft bespoke legal solutions for our clients and our world. Foley Hoag LLP is an equal opportunity employer. This means that Foley Hoag LLP considers applicants for employment, and makes employment decisions without unlawful regard to sex, race, color, religion, citizenship, national origin, ancestry, sexual orientation, gender identity, age, marital or domestic partner/civil union status, military service, or veteran status, disability, and any other characteristic covered by applicable federal, state or local nondiscrimination laws. We value each person for their talents, expertise, experience, and perspective.