Manning Gross Massenburg LLP
IT Support Specialist
Manning Gross Massenburg LLP, Boston, Massachusetts, us, 02298
MG+M The Law Firm (MG+M) is seeking an IT Support Specialist for their Boston office. The IT Support Specialist reports directly to the Manager, Service Desk and Education. As part of an elite service driven team with a commitment to providing service excellence to attorneys and staff, the successful candidate will be primarily responsible for level-2 service requests and project assistance. The IT Support Specialist will also serve as the regional technical resource for our Providence, RI office in support of desktop and local office technology functions.
In coordination with members of the firms Service Desk team as well as other IT support disciplines, the IT Support Specialist will share support responsibilities providing quality hands-on and timely technical end user support to attorneys and staff. This highly visible role is considered a full-time, on-site position.
RESPONSIBILITIES - Core functions :
Response and resolution to Service Desk incidents and requests (phone, e-mail, in-person, and system generated tickets) including the following: desktop hardware, applications, enterprise systems software, print management operations, collaboration applications, asset inventory, telephony / telecommunications functions, and remote access platforms. Responsible for second level escalation support and total incident lifecycle including timely acknowledgement, routing and tracking, issue resolution and follow-up. Troubleshooting all aspects of MG+M's technology platforms such as: Windows-10, printers, scanners, network connectivity (Azure Virtual Desktop and VPN), two-factor authentication, Microsoft O365, mobility platform systems (iPhone, Android, and tablets). Provides training with respect to functional usage of MG+M systems, network connectivity. Provides support to Litigation and trial support teams leveraging various collaboration platforms and eDiscovery systems. Modifying end-user Active Directory accounts, aids with on-demand technology and cybersecurity awareness programs. Assists visitors remotely and on-site with various collaboration platform usage as well as audio-visual services in support of trials and depositions. Assists with the training and on-boarding MG+M users as required. Provides timely support for litigation requests including file transfers and data handling. Conforms to data handling best practices and works within and conforms to processes for the manipulation, transfer, and storage of data. RESPONSIBILITIES - Other functions:
Monitors and utilizes the organization's central Service Management platform and associated tools. Encourages users to utilize these systems as their sole means of requesting support and works within IT policies and best practices. Accurately diagnoses and resolves technical issues; gathers necessary information and performs standard, preliminary research using all relevant available tools and resources. Consistently addresses all support requests in a swift, clear, and concise manner, employs a positive demeanor and always delivers the highest levels of professional customer service. Conforms to ITIL methodologies leveraging full life cycle, Incident and Problem Management skills within the Service Delivery model in a collegial, team-based environment. Serves as the Incident/ Request Owner for support requests to ensure requests for support are handled appropriately and in a timely manner. This includes escalation to other members of IT as necessary leveraging appropriate tracking systems. Participates in after-hours on-call support rotation (approx. one week every other month, or as required) Reviews tickets as assigned to ensure updates are communicated in a timely fashion. Works collaboratively with the Level 2 - 3+ escalation engineering team on issues requiring advanced levels of systems administration. Determines escalation eligibility quickly and accomplishes same by warm hand off when possible. Handles overflow and after-hours incident and requests as required. Conforms to SLA's and promptly responds effectively and accurately to requests for assistance from the MG+M user base. Follows the intake and triage procedural structure and acts as the issue owner for incidents and service requests as assigned. Displays effective hands-on troubleshooting skills and leverages necessary internal and external resources by following escalation procedures. Proactively notifies IT Management of potential service interruptions based on trend analysis, patterns, and ticket/call volume. Complies with all IT Security policy and procedure including Least Privilege Access. Strives for and follows Continuous Improvement standards in line with the IT Service Management frameworks to meet the organizations goals and directives. Participates in regular IT meetings and special projects as required. Demonstrates willingness to be flexible with work schedule, travel to MG+M offices as necessary for coverage. Works additional hours more than regular schedule as needed. Informs IT Management of requests that are contrary to proper data handling standards. Other duties as assigned. RESPONSIBILITIES -Technical skills / requirements:
Knowledge of Document Management Systems (iManage Work 10) Hands on experience with Windows 10 and related features such as Microsoft Office 365, One Drive, Microsoft Exchange Online Knowledge of Mimecast email security platform basics Experience administering Legal Services Practice Management applications. Practical experience with Remote Access technologies; Azure Virtual Desktop, VPN, RDP Extensive experience with Remote Connectivity Tools (SCCM, Quick Assist, etc.) Hands on knowledge of Service Management platforms Hands-on experience with MDM platforms, hand-held mobility experience with, iPhone, Android, Tablets etc. Extensive knowledge and hands-on experience with desktop imaging, hardware and application deployment utilizing SCCM Software Center. PROFESSIONAL PROFILE:
Bachelor's Degree preferred, or equivalent experience. Minimum of 4 - 6 years' experience in a fast-paced, demanding IT support environment. Prior law firm (Litigation) experience required. Experience in ITIL Foundations methods, process, and procedures desired. Experience providing desktop support to end-users on a variety of technologies including Windows-10, Microsoft Office 365, printers, mobile devices, email, document management, cloud sharing and collaboration systems (ShareFile, OneDrive etc.) Solid understanding of broad technology components and concepts Experienced, positive, self-motivated, directed, and highly proactive professional with solid written and verbal communication skills. Ability to articulate complex ideas and technical subject matter to users and peers in a manner that is easily understandable by both technical and non-technical users. Strong problem solving/analytical abilities and quality customer service skills a must. Highly accountable and takes ownership as well as willing to work within a hybrid support model following best practices. Possesses strong problem solving, analytical and troubleshooting skills; must be able to multitask and be highly organized. Experience working independently under pressure with minimal guidance and supervision.
Why Should You Apply?
MG+M offers competitive compensation and a comprehensive benefits package including medical, dental, vision, life, disability, and 401(k).
MG+M will not discriminate in its employment practices due to an applicant's age, race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status. We are committed to cultivating an environment that embraces and promotes diversity as a fundamental value. Minorities and women are encouraged to apply.
In coordination with members of the firms Service Desk team as well as other IT support disciplines, the IT Support Specialist will share support responsibilities providing quality hands-on and timely technical end user support to attorneys and staff. This highly visible role is considered a full-time, on-site position.
RESPONSIBILITIES - Core functions :
Response and resolution to Service Desk incidents and requests (phone, e-mail, in-person, and system generated tickets) including the following: desktop hardware, applications, enterprise systems software, print management operations, collaboration applications, asset inventory, telephony / telecommunications functions, and remote access platforms. Responsible for second level escalation support and total incident lifecycle including timely acknowledgement, routing and tracking, issue resolution and follow-up. Troubleshooting all aspects of MG+M's technology platforms such as: Windows-10, printers, scanners, network connectivity (Azure Virtual Desktop and VPN), two-factor authentication, Microsoft O365, mobility platform systems (iPhone, Android, and tablets). Provides training with respect to functional usage of MG+M systems, network connectivity. Provides support to Litigation and trial support teams leveraging various collaboration platforms and eDiscovery systems. Modifying end-user Active Directory accounts, aids with on-demand technology and cybersecurity awareness programs. Assists visitors remotely and on-site with various collaboration platform usage as well as audio-visual services in support of trials and depositions. Assists with the training and on-boarding MG+M users as required. Provides timely support for litigation requests including file transfers and data handling. Conforms to data handling best practices and works within and conforms to processes for the manipulation, transfer, and storage of data. RESPONSIBILITIES - Other functions:
Monitors and utilizes the organization's central Service Management platform and associated tools. Encourages users to utilize these systems as their sole means of requesting support and works within IT policies and best practices. Accurately diagnoses and resolves technical issues; gathers necessary information and performs standard, preliminary research using all relevant available tools and resources. Consistently addresses all support requests in a swift, clear, and concise manner, employs a positive demeanor and always delivers the highest levels of professional customer service. Conforms to ITIL methodologies leveraging full life cycle, Incident and Problem Management skills within the Service Delivery model in a collegial, team-based environment. Serves as the Incident/ Request Owner for support requests to ensure requests for support are handled appropriately and in a timely manner. This includes escalation to other members of IT as necessary leveraging appropriate tracking systems. Participates in after-hours on-call support rotation (approx. one week every other month, or as required) Reviews tickets as assigned to ensure updates are communicated in a timely fashion. Works collaboratively with the Level 2 - 3+ escalation engineering team on issues requiring advanced levels of systems administration. Determines escalation eligibility quickly and accomplishes same by warm hand off when possible. Handles overflow and after-hours incident and requests as required. Conforms to SLA's and promptly responds effectively and accurately to requests for assistance from the MG+M user base. Follows the intake and triage procedural structure and acts as the issue owner for incidents and service requests as assigned. Displays effective hands-on troubleshooting skills and leverages necessary internal and external resources by following escalation procedures. Proactively notifies IT Management of potential service interruptions based on trend analysis, patterns, and ticket/call volume. Complies with all IT Security policy and procedure including Least Privilege Access. Strives for and follows Continuous Improvement standards in line with the IT Service Management frameworks to meet the organizations goals and directives. Participates in regular IT meetings and special projects as required. Demonstrates willingness to be flexible with work schedule, travel to MG+M offices as necessary for coverage. Works additional hours more than regular schedule as needed. Informs IT Management of requests that are contrary to proper data handling standards. Other duties as assigned. RESPONSIBILITIES -Technical skills / requirements:
Knowledge of Document Management Systems (iManage Work 10) Hands on experience with Windows 10 and related features such as Microsoft Office 365, One Drive, Microsoft Exchange Online Knowledge of Mimecast email security platform basics Experience administering Legal Services Practice Management applications. Practical experience with Remote Access technologies; Azure Virtual Desktop, VPN, RDP Extensive experience with Remote Connectivity Tools (SCCM, Quick Assist, etc.) Hands on knowledge of Service Management platforms Hands-on experience with MDM platforms, hand-held mobility experience with, iPhone, Android, Tablets etc. Extensive knowledge and hands-on experience with desktop imaging, hardware and application deployment utilizing SCCM Software Center. PROFESSIONAL PROFILE:
Bachelor's Degree preferred, or equivalent experience. Minimum of 4 - 6 years' experience in a fast-paced, demanding IT support environment. Prior law firm (Litigation) experience required. Experience in ITIL Foundations methods, process, and procedures desired. Experience providing desktop support to end-users on a variety of technologies including Windows-10, Microsoft Office 365, printers, mobile devices, email, document management, cloud sharing and collaboration systems (ShareFile, OneDrive etc.) Solid understanding of broad technology components and concepts Experienced, positive, self-motivated, directed, and highly proactive professional with solid written and verbal communication skills. Ability to articulate complex ideas and technical subject matter to users and peers in a manner that is easily understandable by both technical and non-technical users. Strong problem solving/analytical abilities and quality customer service skills a must. Highly accountable and takes ownership as well as willing to work within a hybrid support model following best practices. Possesses strong problem solving, analytical and troubleshooting skills; must be able to multitask and be highly organized. Experience working independently under pressure with minimal guidance and supervision.
Why Should You Apply?
MG+M offers competitive compensation and a comprehensive benefits package including medical, dental, vision, life, disability, and 401(k).
MG+M will not discriminate in its employment practices due to an applicant's age, race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status. We are committed to cultivating an environment that embraces and promotes diversity as a fundamental value. Minorities and women are encouraged to apply.