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Technology Support Specialist II

Morgan, Lewis & Bockius LLP, one of the world?s leading global law firms with almost 4,000 lawyers and staff in 30 offices is seeking a Technology Support Specialist reporting to the IT Manager. This position will reside in the Boston, MA office and will be responsible for providing support for desktop/laptop computer hardware and printers of a basic to moderate nature to ensure end-user productivity and efficiency. The Technology Support Specialist II will use intermediate to advanced troubleshooting techniques in order to provide accurate, timely and creative resolutions to hardware-related issues and some software-related issues. The Technology Support Specialist II serves as a liaison between hardware engineers within IT (including the Help Desk) and the end user community.
PRIMARY FUNCTIONS AND RESPONSIBILITIES
Job Responsibilities
End-user Support (Intermediate)
? Consults with users on their requirements in the form of workstation prep interviews.
? Proactively researches and locates available tools and processes to identify and avert troublesome trends as they develop.
? Responds to end-user hardware requests and performs restorative actions to resolve problems.
? Properly logs all requests, issues and their resolutions.
? Properly escalates critical issues to local-team Analysts or to Firm IT for level-3 support.
? Responds to situations where standard procedures failed with hardware installations or upgrades.
? Actively participates (with testing and documentation) in software pre-pilots, pilots and roll-outs.
? Provides status reports to and communicates with the manager.
Administrative and Operations Responsibilities
? Analyzes hardware needs and requirements based on business imperatives and makes contributions to defining solution options.
? Helps identify and resolve hardware-related trends.
? May advise team members on hardware-related issues.
? May provide Mobility support and basic troubleshooting for approved devices.
? Unpacks, sets up, tests and installs all new equipment received by the local office.
? Tracks the type of equipment, the location of equipment and to whom the equipment is allocated.
? Performs all initial diagnoses of reported hardware errors to determine nature, possible cause and recommended course of action.
? Where possible, performs maintenance or recovery procedures to correct reported hardware errors.
? Contacts third-party maintenance personnel when necessary to service diagnosed hardware errors that cannot be resolved in-house.
? Performs standard preventive maintenance on specified equipment.
EDUCATION AND EXPERIENCE
This job requires:
? an Associate?s degree (A.A.) in related field,
and,
? Minimum two years experience in hardware and basic software support at a professional services organization,
or, equivalent combination of experience and education.
OTHER QUALIFICATIONS AND REQUIREMENTS:
To perform the job successfully, the Technology Support Specialist II must demonstrate the following knowledge skills and abilities:
? Ability to adapt to change and balance competing demands
? Ability to read and interpret general business documents, instructions and manuals, write routine business correspondence, and speak effectively with employees, clients, and vendors
? Ability to carry out written, oral or diagrammed instructions, involving several variables, in routine situations
? Ability to read and interpret general business documents, instructions and manuals, write routine business correspondence, and speak effectively with employees, clients, and vendors
? Advanced arithmetic skills (compute rate, ratio, percent; able to draw and interpret graphs and charts)
? Ability to solve practical problems, dealing with a variety of variables where little standardization exists
COMPUTER SKILLS
To perform this job successfully, the Technology Support Specialist II must have a working knowledge of office productivity software and the Microsoft operating system.
CERTIFICATES, LICENSES, REGISTRATIONS
? Microsoft Office Certification and A+ Certification preferred
Qualified candidates must apply online by visiting our website at www.morganlewis.com and selecting ?Careers.?
Morgan Lewis is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.
 

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