Information Technology Consultant

This position is onsite 5 days a week in Century City

Description

Under the direction of the Technical Services Director, the role of the Information Systems Specialist in the Los Angeles office is a highly technical hands-on position, responsible for the day-to-day support of the office.

Responsibilities

· Provide the highest level support for all hardware and application issues and requests for the end-users in the office, consistently ensuring that the assistance provided meets or exceeds their expectations in terms of both quality and timeliness.

· Provide onsite support during business hours, after-hours and on-call support when needed.

· Provide onsite and remote support; travelling to provide home support to the partners as needed or requested.

· Deploy and provide direct support of firm issued hardware, this includes desktops, laptops, printers, MFDs, monitors, telephones, mobile devices and other related hardware. This includes equipment upgrade and repairs.

· Ensure optimal performance and compliance of all equipment at all times.

· Resolve problems using problem resolution and escalation procedures as well as leveraging diagnostic and incident tracking tools.

· Provide support and troubleshooting for the following;

Windows 10

Remote access (Citrix and VPN),

Applications (Microsoft Office, Outlook, DeskSite), including non-standard installations.

Mobile Devices (IOS & Android)

Any new or other devices the firm chooses to support

· Facilitate and support high profile internal and external AV/VC live events, supporting the following platforms, but not limited to, Zoom, WebEx, MS Teams and any additional platforms that are adopted.

· Install and support the firm’s remote access technologies (Citrix and VPN).

· Maintain inventory of the firm’s (general and loaner) equipment; laptops, desktops, printers and mobile devices in ServiceNow.

· Build and rebuild desktops and laptops using standardized tools.

· Perform computer builds, office setup and mobile devices in preparation for the new hires.

· Follows equipment reclamation process for departing employees.

· Monitor, resolve and maintain all conference rooms audio/visual connections and software.

· Work closely with the NY IT team on any issues affecting the local office i.e. networking, telephony, printing, etc.

· Work with the NY team in evaluating new technology offerings, defining and communicating best practices.

· Perform virus remediation in conjunction with directives from the IS Security team.

· Setup equipment in conference rooms, visiting attorneys/clients and perform quality control checks.

· Monitor and mitigate risk and escalate appropriately.

· Provides assistance during any IS technology implementation within the firm.

Communication and Collaboration:

· Coordinate with the Problem Manager to identify trends and evaluate potential resolutions to accurately manage crisis escalation in the pursuit of resolving complex issues and to proactively reduce future occurrences.

· Communicate all problems and issues to upper management immediately.

· Maintain the highest level of professionalism with excellent communication, responsiveness, collaboration and customer service with Partners and all other team members in the firm.

· Work collaboratively with the Desktop team and other IS groups to ensure departmental practices and procedures are followed.

· Effectively collaborate and coordinate with the appropriate teams within Information Systems to fulfill requirements with the utmost urgency, professionalism and respect.

Documentation and Tracking:

· Thoroughly document all trouble tickets and fixes in Service Now so that we can see trends across the firm and identify resolutions on a broader level before they become reactive, or disabling problems.

· Thoroughly document in Service Now all Partner equipment and applications being used as well as special requirements and how each assigned Partner works both in the office and at home.

· Generate documentation for new processes/update existing process (ex. new install procedures, software usage instructions, mobile app installation).

· Document and update knowledge base articles on a regular basis.

· Participate in the creation, implementation and continual improvement of standards, processes and procedures required to deliver high quality service.

· Other tasks as needed or assigned.

Required Skills/Competencies

· Bachelor’s degree, preferably in Computer Science or related field, and a minimum of ten years’ experience in desktop, remote access and AV/VC support.

· Advanced troubleshooting in Windows Operating Systems and Applications including but not limited to current versions of Windows 10, Office 2016, O365, DeskSite/iManage, Adobe, Zoom, Teams, WebEx.

· Troubleshooting Citrix Remote Access, VPN and Wireless Networking issues.

· Advanced proficiency setting up and troubleshooting local and network printers.

· Knowledge of network topology and SCCM.

· Ability to meet strict deadlines and effectively complete designated job assignments under significant time constraints.

· Providing superior customer service including being highly responsive to our customers’ requests at all times.

· Strong technical skills including effectively and efficiently troubleshooting and resolving complex issues in a Windows environment.

· Highly flexible communication skills:

o Rapidly translate between the technical and non-technical sides of a situation in a way that ensures understanding and customer satisfaction.

o Communicate effectively and appropriately with others in the firm at all levels.

· Solid judgment and discernment to work effectively and efficiently as part of a team and independently as necessary.

· Interpersonal skills necessary to interact and work productively with other departments in Information Systems.

· Lifting and moving of computer equipment is required.