Job Description

Job Description

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, (off the shelf and custom developed) 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 technology platforms such as: Windows-10, printers, scanners, network connectivity (Citrix and VPN), two-factor authentication, Office 2016 and O365, mobility platform systems (iPhone, Android and tablets). Installation and integration related requests and questions, new hire account administration.
• Provide remote and on-site training with respect to functional usage of systems, network connectivity (on-prem and remote) as required. Provide support to litigation and trial support teams leveraging various collaboration platforms and eDiscovery systems.
• Modify end-user Active Directory accounts, provide assistance with on-demand technology and cyber security awareness programs.
• Assist visitors remotely and on-site with various collaboration platform usage (TEAMS, Zoom, GTM, Webex etc.), as well as audio-visual services in support of trials, depositions and eDiscovery requests.
• Assist with the training and on-boarding users (attorneys and admin staff) as required.
• Provide timely support for litigation requests including file transfers and data handling.
• Conform to data handling best practices and work within and conforms to processes for the manipulation, transfer, and storage of data.