Purpose: The IT Service Support role provides comprehensive IT support for the Americas region, handling IT hardware management and service delivery based on global and regional standards. Responsibilities include logging, diagnosing, monitoring, and resolving requests and issues via our ticket management system, Service Now.

Key Responsibilities and Challenges:

• Deliver outstanding 1st and 2nd line support for all end-user devices and applications, including MS Office suite, conferencing, collaboration systems, Document Management System, and all end-user devices.
• Facilitate seamless AV support for in-room and virtual meetings.
• Support both company-provided and personal mobile devices.
• Act as the main point of contact for IT queries and issues.
• Ensure incidents and requests are logged, assigned, updated, tracked, and responded to promptly, in line with standards and SLAs.
• Keep customers and stakeholders informed of progress, taking corrective actions to minimize delays.
• Maintain accurate records in the IT Service Management System, Service Now.
• Escalate issues to relevant teams and communicate with third-party vendors, ensuring accurate resolutions and customer updates.
• Participate actively in regional and global IT projects.
• Foster strong customer relationships.
• Handle the build, testing, installation, management, and inventory tracking of desktops, laptops, and printers.
• Understand the business and departments supported.
• Meet deadlines and keep managers informed.
• Consider Information Security in all work and encourage compliance with policies.
• Undertake regular Information Security awareness training.

AV Equipment Support:

• Support AV equipment in conference rooms, including setup and troubleshooting.
• Manage and maintain conferencing equipment.
• Cisco Room Kit experience is desired.
• Assist in configuring and operating virtual meeting platforms like WebEx, Zoom, and MS Teams.
• Ensure AV setups remain operational and address issues during meetings.
• Coordinate with vendors on equipment maintenance and upgrades.

Characteristics, Skills & Experience Required:

• Minimum of 4 years of corporate technology experience, preferably in a law firm.
• Knowledgeable about Active Directory.
• Demonstrated expertise in Windows OS 11, along with comprehensive support for laptops, desktops, printers, and Apple iOS devices.
• Experience supporting Microsoft technologies (Office Suite, Teams, One Drive).
• Knowledge of iManage document management system preferred
• Strong experience with Intunes MDM platform
• Basic network troubleshooting skills required.
• Calm under pressure with a strong customer focus.
• Analytical skills for effective problem resolution.
• Excellent communication and interpersonal talents.
• Flexible, customer-focused approach to service delivery.
• Eagerness to learn and apply new technologies.
• Ability to consistently meet agreed metrics.
• Team player willing to share knowledge and experience.
• Capability to work independently with initiative.

Other Requirements:

• Physical ability to lift equipment such as PCs, monitors, and printers.
• Willingness to work weekends and out-of-hours when necessary, including office moves and PC upgrades.
• Residing within commuting range to the New York office, with occasional travel to the Washington, D.C. office.
• Potential domestic and international travel required.

The base salary range offered for this role will be between $80,000 and $100,000 and represents the firm’s good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will be dependent upon a number of factors, including but not limited to, the candidate’s relevant experience, performance, qualifications, degrees and location, as well as the needs of the firm. The total compensation package for this position may include overtime pay, discretionary bonuses and other benefits.

Technical Skills:

This list of duties and responsibilities above is not exhaustive.  It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.