IS Support Specialist - NY

About the role

Based in New York, the IS Support Specialist will provide technical support to customers along with operational and administrative support for IS functions in the assigned Gibson office(s). The role actively participates in maintaining and improving the timeliness and quality of IS support provided to all customer constituencies within assigned office(s). This role reports to the local IS Supervisor.

Responsibilities

• Execute the effective and timely delivery of IS services, both hardware and software.
• Interact effectively with all customer constituencies, in person when possible.
• Deploy and maintain 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.
• Perform effectively as a second-level technical resource to resolve customer issues.
• Listen attentively to the problems or issues described by customers and log all pertinent information into the call tracking program, ServiceNow.
• Contribute detailed solutions to the ServiceNow Knowledge Base.
• Promote effective utilization of firm-provided software applications to customers.
• Keep equipment inventory up to date at all times in the Asset Management System.
• Provide technical support and assistance outside of normal business hours as required.
• Demonstrate strong organizational skills and efficiently prioritize work, with the ability to multi-task as needed.
• Maintain and adhere to firm-wide and departmental policies, standards, operational guidelines, and administrative procedures relating to the IS function.
• Participate as an active team member on assigned IS projects.

Requirements

• 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 impact 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.

Qualifications

• 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 Windows 11, macOS, and iOS environments.
• Experience providing support on Microsoft Office products, Exchange, and SCCM.

Schedule

This position is scheduled to work Monday through Friday, 11:00 a.m. – 7:00 p.m., with flexibility to work overtime as needed to support business needs.

Pay

The annual compensation range for this position is $95,000–$115,000. The salary offered within this range will depend upon qualifications and other operational considerations.

Benefits

• Health care
• Retirement benefits
• Paid days off, including sick time and vacation time
• Parental leave
• Basic life insurance
• Flexible Spending Accounts
• Discretionary, performance-based bonuses