Job Description
Based in Century City, the IS Support Specialist will be responsible for providing technical support to customers along with operational and administrative support for IS functions in the assigned office(s). The assigned person will actively participate in maintaining and improving the timeliness and quality of IS support provided to all customer constituencies within assigned office(s)
This role reports the local IS Supervisor.
Responsibilities include:
Executing the effective and timely delivery of IS services, both hardware and software.
Interacting effectively with all customer constituencies, in person when possible.
Deploying and maintaining the operational availability of all related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and, when directed by IS Operations, servers and network infrastructure.
Performing effectively as a second-level technical resource to resolve customer issues.
Listening attentively to the problems or issues described by customers and logging all pertinent information into the call tracking program, ServiceNow.
Contributing detailed solutions to the ServiceNow Knowledge Base.
Promoting effective utilization of firm-provided software applications to customers.
Keeping equipment inventory up to date at all times in the Asset Management System.
Providing technical support and assistance outside of normal business hours as required.
Demonstrating strong organizational skills and efficiently prioritizing work, with the ability to multi-task as needed.
Maintaining and adhering to firm-wide and departmental policies, standards, operational guidelines, and administrative procedures relating to the IS function.]
Participating as an active team member on assigned IS projects.
Qualifications
Strong verbal, written, interpersonal and team skills.
Strong customer service skills.
Superior experience with computer hardware, printers, smartphones and audio-visual communications equipment.
Strong problem solver, with an ability to work well under pressure.
Proven experience effectively resolving critical/major incidents, particularly those that have an impact on high level stakeholders (partners, senior and C-level management).
Strong project planning, organizational and execution skills.
Strong ability to build and maintain trusted relationships and effectively collaborate at all levels and across all disciplines.
Ability to remain calm and reasoned under pressure.
Ability to be flexible to meet varied and changing business requirements.
Physically able to move equipment.
Ability to work overtime as necessary.
Experience
Bachelor’s degree in a related field preferred or technical school training with equivalent experience also considered.
Experience providing IS support in a Legal or Professional Services environment.
Minimum 5+ years of relevant experience.
Experience providing support in a Windows 11, MacOS and iOS environments.
Experience providing support on Microsoft Office products, Exchange and SCCM