What are the responsibilities and job description for the IT Professional position at NovaLaw?
*This is a US based Remote Position*
Introduction to Company
NovaLaw is a support organization, professionally running the back-office operations of a tech-enabled, highly selective, global law firm consistently recognized for its excellence, innovation, and teamwork throughout its 45 offices in 14 countries and five continents. This disruptive business model has widely become known amongst the most innovative in the legal industry prioritizing collaboration, dynamic innovation, consistent excellence, agility, and efficiency. These core principles provide our firm with an insightful understanding of how we can continue to push our growth year over year.
Position Summary
The IT Professional provides comprehensive technical support to users throughout the firm, with a primary focus on Windows laptops and Microsoft Entra ID devices. They ensure all IT systems and peripherals are operational, delivering exceptional customer service while handling deployment, troubleshooting, testing, and documentation.
There are 3 separate positions available for three different shifts and they are described as follows:
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Sunday – Thursday
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Tuesday – Saturday
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Monday - Friday
Job Duties/Responsibilities
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Answer, troubleshoot and document support calls and tickets
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Assist staff with the installation/imaging, configuration and ongoing usability of desktop computers, laptops, mobile devices, and peripheral equipment and software
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Assists in the customization and adaptation of existing programs to meet users’ requirements.
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Administer e-mail and anti-virus systems.
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Unpacking, repacking, shipment of equipment to users (typically done at the Rimon office)
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Identify, isolate and repair/resolve hardware and software problems
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Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
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Utilize ticketing system to document and prioritize work
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Works closely with Manager to purchase hardware and software
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Contribute to technical Support documentation of resolutions, processes, and procedures
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Assesses functional needs to determine specifications for purchases
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Be a contributing member of a Technical Team
Required Skills/Abilities
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Extensive knowledge & experience of Windows devices and support of Windows OS
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Experience troubleshooting and replacing hardware on both desktop and laptop PCs
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Proficient in the installation and management of home office or small business network firewalls.
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Familiarity with cloud-based systems
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Able and willing to learn new as well as existing technologies
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Experience installing software, patches, updates on desktops and laptops
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Experience troubleshooting basic network, software, printing problems
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Excellent customer service, interpersonal, communication skills
Education/Experience
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2 years working in an IT Professional role, experience following IT Policies & Procedures
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2 years supporting Windows environment, supporting Windows 10/11 desktop/laptop PCs
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2 years' experience setting up Desktops and Laptops
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High School or GED completion required; associate’s or bachelor’s degree preferred.
