Technical Support Specialist II

Goldberg Segalla LLP, a national law firm with more than 23 offices in 11 states, seeks a highly motivated and organized individual to join its team as a Technical Support Specialist II in our Garden City, NY office. The Technical Support Technician II role is responsible for providing onsite and remote support on equipment and operating system software for desktop computers, laptops, printers, mobile devices including phones and tablets, VoIP phone system and handsets, scanners, cost recovery terminals as well as audio and video-conferencing hardware and software. Support end-users in a multi-office network environment with general software and hardware questions and problems. Resolve problems if possible; escalate problems when appropriate. Travel to other offices will be required.

This role is eligible to be hybrid after on site training is complete.

ESSENTIAL JOB FUNCTIONS:

• Function as second level support, including on-call after-hours, holiday and weekend support as needed. Answer support calls and e-mail addressed to the help desk and support end-users with General IT software support issues to the extent possible, including escalation of problems to others on the IT Team and outside vendors as appropriate.
• Update help desk database program and open, assign and track help desk tickets for reported problems. Document problems and resolutions including identification of root cause and close help desk tickets as appropriate
• Research and resolve hardware problems with members of the technical staff or vendors directly.
• Responsible for all new hire Workstation, mobile device and landline phone setups, testing and installation. Install, image, integrate, coordinate, test and deploy end user workstations, laptops, printers, phone sets and mobile devices using appropriate tools for deployment, asset tracking, inventory control as well as mobile device management and security applications.
• Perform moves, additions and changes on phone system as needed.
• Assist with the coordination and documentation of all help desk support tickets received by the team for hardware related issues. Provide second level support through resolution to all staff on all Firm supported hardware defined to be the responsibility of the IT group.
• Manage, monitor and maintain data integration and data flow between applications and systems.
• Accurately document and track through resolution computer or peripheral equipment failure, repair, installation, including disposal as directed by senior IT management.
• Interface with practice groups to identify practice specific needs with a goal towards improving the group’s efficiency in the use of hardware and peripherals.
• Assist in maintaining an inventory of all monitors, computers, laptops, printers, dictation equipment, video-conferencing and audio-conferencing equipment as well as mobile devices, including phones and tablets and other peripherals. Inventory will also include loaner and spare equipment as well as appropriate disposal records.
• Assess the need for and implement performance upgrades to equipment.
• Research and make recommendations to improve the use of all Firm hardware and peripherals.
• Participate in team planning with respect to the implementation, upgrade, configuration and support of existing and planned computer equipment and applications.
• Document and publish all hardware configuration changes and procedures for IT staff.
• Schedule regular onsite support visits to Manhattan, White Plains, and Newark offices.
• Responsible for the setting up of conference rooms for meetings, audio-conferences, web-conferences, and presentations as needed.
• Attend vendor sponsored training classes, seminars, webinars, conferences for firm supported hardware and peripherals including audio/video-conferencing hardware and applications. Proactively develop skills, knowledge and ability to improve processes and procedures and keep updated on trends and developments in the industry. This includes meeting annual personal development goals.
• Cross-train IT staff in the use of audio and video-conferencing hardware and applications, including desktop and mobile device based video-conferencing tools.
• Assist IT Team with other tasks as needed.
• Periodically attend and observe new hire orientation and IT Trainer led training classes with a goal towards increasing awareness of workflow and system/application concerns
• Perform basic Windows Server network administration tasks involving new hire setups and terminations and maintenance of e-mail distribution lists, password resets and other tasks determined to be appropriate by IT management.

REQUIRED SKILLS/ABILITIES & EXPERIENCE:

• High school diploma or equivalent
• An undergraduate degree or technical degree preferred in computer related field (Relative work experience may be considered in lieu of formal education)
• 2 – 4 years IT or computer related work experience preferred
• Experience troubleshooting, diagnosing and resolving technical issues
• Experience with active directory, Microsoft servers, Windows workstations and Microsoft applications
• Excellent problem-solving and interpersonal skills
• Must be able to effectively prioritize work and communicate effectively with users on all levels
• Must have patience and exhibit a positive customer friendly attitude and work in a team environment
• Should possess a strong technical understanding of the various hardware, software and networking systems being supported
• Take ownership of and troubleshoot problems and follow through to resolution.

PHYSICAL REQUIREMENTS:

• Regularly required to physically operate routine office equipment such as computers, printers, copiers, etc.
• Regularly required to sit for extended periods of time.
• May be required to move objects up to 25 lbs. from one level to another from time to time
• Must have reliable means of transportation to work location

BENEFITS:
This role offers a salary and bonus opportunity. The salary range for this position is $60,000.00-$80,000.00. Actual pay may be adjusted based on experience and other job related factors permitted by law. This position also offers a full benefits package. Our benefits package includes, but is not limited to, health insurance, dental insurance, life insurance a 401(k) plan, flexible spending and more.

Goldberg Segalla isn't merely a business--we're a community. We value the diversity of our teams and strive to create a collaborative and enjoyable culture for everyone, where leadership is rewarded, and efficiency, mutual respect, and working together for the common good are traits we all embody.

Goldberg Segalla is a national civil litigation firm with offices spanning major metro markets across the U.S., providing strategic coverage wherever our clients do business. As a firm of experienced litigators and trial attorneys, Goldberg Segalla's capabilities span business and commercial disputes, employment and labor, insurance coverage, product liability, and more. Today, our more than 500 attorneys are trusted counselors to public and private clients in key sectors and industries including construction and energy, transportation, manufacturing, retail and hospitality, and insurance.