Specialist, Computer Support

Summary

Davis Polk & Wardwell LLP is an elite global law firm known for its world-class practices. The Specialist, Computer Support provides technological support to all users in the firm, ensuring timely resolution of inquiries and maintaining effective communication with staff.

Responsibilities

• 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

Skills

• 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
• 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
• Bachelor's degree required
• 2-3 years Support experience in a large law firm or professional services environment
• Remote office location support experience a plus

Qualifications

Must Haves

• 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
• 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
• Bachelor's degree required
• 2-3 years Support experience in a large law firm or professional services environment

Nice to Haves

• Remote office location support experience a plus

Benefits

• Competitive salary and comprehensive benefits package