What are the responsibilities and job description for the Senior Helpdesk Support Analyst position at Frankfurt Kurnit Klein and Selz PC?

DEPARTMENT : Information Technology

SCHEDULE / STATUS : Full-Time / Non-Exempt, 9 : 30 a.m. to 5 : 30 p.m. (overtime flexibility)

SUPERVISOR(S) : Director of Technology

LOCATION : New York City

SALARY : The salary range for this position is $75,000 to $85,000.

SUMMARY

Founded more than 40 years ago as a boutique law firm servicing the entertainment and arts communities, Frankfurt Kurnit now provides the highest quality legal services to clients in a wide range of industries and disciplines worldwide. With leading practices in advertising, blockchain technology, charitable organizations, corporate & finance, entertainment, estate planning, intellectual property, litigation, professional responsibility, technology, and other areas, The National Law Journal named us to its "Midsize Hot List." The Legal 500 describes us as an "exemplary practice [that] well and truly earns its five-star rating." And Chambers USA praises us as "top-notch," "well-regarded," and "highly respected." Frankfurt Kurnit Klein & Selz has offices in Los Angeles and New York City.

Frankfurt Kurnit, is seeking a Senior Helpdesk Support Analyst to join our Information Technology team in the New York office. The ideal candidate will have previous experience working in law firms and have demonstrated ability in managing and maintaining user desktops and printers, supporting remote access capabilities (including mobile devices, Citrix Presentation Server and Outlook Web Access), and administering Cisco VOIP phone systems. This position will report to the Director of Technology.

PRIMARY JOB FUNCTIONS

Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for system end-users.
Answer support calls and e-mails addressed to the help desk and support end-users with general software, hardware and printer problems.
Solve problems over the telephone, via remote access or by visiting the workstation as appropriate; Escalate problems when necessary.
Accurately assess and record problems in the management software by opening, assigning and tracking help desk tickets.
Document problem descriptions and resolutions including identification of root causes and close help desk tickets as appropriate.
Install, configures, operate, and maintain system hardware and software, as well as participate in technical research and development to enable continuing innovation.
Ensure system hardware, operating systems, software systems, and related procedures operate at optimal levels, including monitoring and documentation of said systems.
Specifically responsible for Desktops, Application Support, Onboarding / Offboarding, Boardroom Technology, Mobile Device Management, Anti-Virus, Print Servers and File Servers.
Install new or rebuilds existing workstations and configures hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project / operational requirements.
Provide Tier I & II support per request from various constituencies; investigate and troubleshoot issues.
Maintains user accounts including e-mail distribution groups, AD accounts, and other relevant accounts.
Performs periodic performance reporting to support capacity planning (desktop utilization metrics).
Participate in on call rotation for network or application support.
Design, install, integrate, coordinate and supervise QA testing and deployment of new applications.
Additional responsibilities as assigned.

ADDITIONAL JOB FUNCTIONS

Coordinate with vendors and outside consultants when equipment requires servicing. This includes placing service calls, maintain service history logs, ensure that parts are ordered and installed, and follow-up with appropriate staff to be sure the problem was solved.

Document, publish and distribute all system changes and procedures to IT staff.

Notify and update the Director of Technology of all equipment problems and document their resolution or system changes.

Keep computer rooms in a clean, orderly, neat and professional manner.

SPECIFIC SKILLS, KNOWLEDGE AND ABILITIES REQUIRED

Must have working knowledge of TCP / IP network protocol.

Must possess a strong technical understanding of the various hardware, software and networking systems being supported.

Must possess troubleshooting skills along with thorough and aggressive follow through resolution; Ability to learn new techniques and implement new procedures is essential.

Excellent problem-solving and interpersonal skills.

Ability to effectively communicate to users at all levels and possess excellent communication skills.

Must have patience and exhibit a positive customer friendly attitude and work in a team environment.

Work experience with Cisco Webex, Zoom and Microsoft Teams audio and video platforms.

EDUCATION AND EXPERIENCE

An Associate's or Bachelor's degree is required.

Minimum of 5 years of IT support experience is required; law firm experience is preferred.

Proficient with Microsoft Office

JOB CONDITION

Office environment - must be able to lift at least 20 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

Frankfurt Kurnit offers eligible employees a comprehensive range of benefits, including medical, dental, vision care, life insurance, disability insurance , commuter benefits, flexible spending and retirement plans.

To apply : Direct applicants may apply to this position by clicking "Apply" below or on the upper right side on this posting. Your submission must include a resume and cover letter addressed to the Director of Human Resources. If you have any questions about this position, please send an e-mail to humanresources@fkks.com.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements. The duties and responsibilities may change at any time with or without notice.

Frankfurt Kurnit Klein & Selz is committed to providing a diverse work environment free from harassment and discrimination, in which all individuals are treated with respect and dignity. The Firm is an equal opportunity employer committed to recruiting the most qualified employees and providing them with equal opportunity for advancement in all aspects of employment. All human resources actions are administered in a manner which will not discriminate against any persons on the basis of age, race, sex, color, creed, religion, national origin, disability, sexual orientation, gender identity, gender expression, marital status, genetic predisposition or carrier status, veteran status, or any other characteristic or trait protected by Federal, State or local law. The Firm prohibits and will not tolerate any such discrimination or harassment. Further, it is our policy to provide reasonable accommodations to people with disabilities who request such accommodation, consistent with the requirements of the Americans with Disabilities Act.

Salary : $75,000 - $85,000

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