Job Actions:

• Assess, triage, research, resolve incidents, service requests and information requests covering application software, hardware componentry, network configuration and infrastructure.

• Collect information through customer interview, support tools including knowledge base and additional support staff (service resources) if needed.

• Move problems beyond the scope of ability or responsibility to Applications, Ops / Network Technology or Telephony service resources in a timely manner.

• Distribute devices and loaner equipment as required.

• Handle Conference setups as required.

• Provide New User Setup and Application introduction when required.

Requirements:

• Fluency, facility and capability in Applications, Operating Systems, Networking and Desktop/ Device problem solving, customer service and technical support.

• High level of fluency and capability in specific legal applications or their equivalents

including Microsoft Office (Word, Excel, PowerPoint, Outlook, Visio), Litera Innova

(numbering and templates), iManage DMS (matter centricity, filing and searching),

Nuance Power PDF, Time Keeping (IntApp or Aderant or Carpe Diem), Browsers

including Edge, Firefox and Chrome, Metadata (3B Clean, Payne Metadata), Comparison (Change Pro or Worshare Compare).

• Good facility and conceptual underpinnings in Windows 10 OS.

• Some understanding of MAC X OS.

• Awareness of Windows Network functionality including Active Directory (resources,

user, computer accounts and groups), Domains (Organizational Units and Group

Policies), Domain Controllers, Lightweight Directory Access Protocol.

• Excellent technical and application incident problem solving toolkit.

• Highly developed customer service focus with well-honed telephone, email and one-toone skillset.

• Some Desktop Support knowledge and capability.

• Some conference room setup experience.

• Awareness of Active Sync in support of iPhone and Android.

Duties:

• Analyze, address and resolve incidents, service requests and information requests covering application software, hardware, networking and infrastructure.

• Log and track all incidents, service requests and information requests as tickets from identification through resolution into ticketing program.

• Use appropriate categories for incident, service request and information request

logging.

• Document pertinent incidents and requests within knowledge base.

• Provide timely and coherent follow up with other support staff (service resources)

involved in incident or problem to ensure correct resolution, fulfillment and

communication.

• Deliver superior phone, email and personal customer service.

• Create a positive customer support experience and build strong customer relationships through deep problem understanding, timely resolution or escalation, effective and prompt communication of progress and presenting customers with a consummately professional attitude.

• Ensure coherent end-to-end customer experience acting as single point-of-contact.

• Communicate effectively, both verbally and in written communications with all levels of staff, administration and attorneys.

• Exhibit a patient, friendly, approachable demeanor with users at all times.

• Provide loan, conference and printer services as required.

• Set up and activate loaner devices and equipment, notify user of availability, clean

Device on return when and if required.

• Setup projectors, laptops and video conferencing equipment in conference rooms,

remove assets upon session completion if and when required.

• Resolve printer and consumable issues.

• Manage loan assets, printer consumables and printer repair actions.

• Simultaneously and successfully handle multiple, disparate tasks.

• Train New Users in First Day Setup and Application Introduction as required.