Help Desk / Law Firm / O365 (Remote)

Help Desk / Law Firm / O365

Required Location : Remote in Tristate

Long Term Contract

• Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and / or network issues
• Apply expert knowledge of "STB applications", such as MS Windows 10, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems
• Educate users and team members on software and support issues
• Communicate clear, concise, step-by-step procedures to users
• Escalate Firm-wide system problems according to Department guidelines
• Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
• Prioritize issues based on urgency and according to Department guidelines
• Follow up with users to ensure issues have been satisfactorily resolved
• Document troubleshooting steps to share with User Support and others as appropriate
• Make suggestions for departmental technical procedures and troubleshooting knowledgebase
• Troubleshoot with vendor support to resolve technical issues
• Understand all methods of accessing the Firm's systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN
• Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler's destination
• Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return
• Troubleshoot and resolve basic telephone equipment problems
• Perform other duties as assigned

Education Required

Preferred

Knowledge, Skills & Abilities Requirements Required