The End User Support Specialist provides IT deskside customer support within the Firm’s New York office and is responsible for diagnosing different technical issues, assessing and understanding user needs and issues and recommending technical fixes to customers.

• Provides at desk customer service support;
• Acknowledges, updates and closes tickets;
• Follows up with customers regarding open tickets;
• Resolves tickets in a timely manner or escalates as appropriate;
• Collaborates with other teams within the IT department to work on projects or issues;
• Creates and reviews knowledgebase entries;
• Assesses and responds to situations where standard procedures have failed in isolating or fixing issue;
• Maintains loaner iPad, MiFi, and Flash Drive inventory;
• Builds, images and deploys equipment;
• Maintains laptop and desktop production environment;
• Troubleshoots problematic laptops and desktops (break/fix);
• Builds laptops and desktop computers for customers when necessary;
• Images computers in preparation for new builds;
• Coordinates the installation of desktop and laptop computers;
• Assures hardware inventory is properly entered into the inventory database;
• Proactively looks for areas and projects that will improve processes and production;
• Sets-up and supports off-site trial locations, as needed;
• Supports Special Projects team, as needed;
• Provides weekly recaps (written or via meeting) to management; and
• Performs other duties, as assigned.

• High school diploma required, college degree preferred;
• 3+ years of professional experience with second level and hardware support;
• At least one year working in an AV support capacity preferred;
• Knowledge of computer software, operating systems and hardware;
• Excellent interpersonal skills;
• Strong communication skills, both oral and written;
• Strong analytical, problem solving and decision-making skills;
• Ability to handle multiple tasks and work under pressure;
• Ability to work independently and determine priorities;
• Ability to establish and meet deadlines;
• Well versed in IBM/Lenovo desktops and laptops, and Lexmark/Canon printers and scanners;
• Proficiency in Microsoft Outlook, Office Suite, iManage, Adobe Acrobat, Litera Compare and Metadact, ServiceNow, Apple iOS and Windows 10; and
• Ability to work overtime, as needed.

This position is located in our New York office, and the hours are 9:00 a.m. to 5:00 p.m, Monday through Friday. The estimated salary range for this position is $75,000 to $85,000 plus overtime. The actual salary offered will be based on a wide range of factors, including relevant skills, training, experience, education, and where applicable, licensure or certification obtained. Market and Firm factors are also considered. In addition to base salary and discretionary bonus(es), we offer a generous employee benefits package including, but not limited to, paid time off, medical, dental, vision care, 401(k) and substantial health club discounts.