Help Desk/Desktop Support Specialist & Trainer

Help Desk/Desktop Support Specialist & Trainer This award-winning, mid-sized, Am Law 200 firm is headquartered in New York City and has 200+ attorneys. The firm operates across three offices: NYC, Miami, and Los Angeles, serving a diverse global client base. Known for integrity, efficiency, and style, they foster an informal, friendly environment that encourages growth and work-life balance. They are seeking a full-time Help Desk/Desktop Support Specialist & Trainer to provide exceptional technical support. The ideal candidate will have a strong IT support background, excellent problem-solving skills, and a dedication to customer service. The role offers opportunities for professional development and advancement. Responsibilities: Deliver excellent customer service via phone, email, and in-person interactions, demonstrating confidence and professionalism. Provide first and second-level support for software, hardware, mobile devices, phones, and remote technologies. Identify, research, diagnose issues, and collaborate with engineers for resolution. Design and develop training programs, including creating manuals and instructional resources. Coordinate new hire training and weekly skill-up sessions. Develop training materials for new applications or updates with third-party vendors. Log all support activities in the Service Desk system. Manage hardware and software inventory. Guide users on software and equipment usage. Set up and deploy hardware peripherals and devices. Install and maintain operating systems, software, and hardware via Intune. Manage user accounts and permissions in Active Directory. Assist with basic network troubleshooting and escalate complex issues. Follow up to ensure user issues are resolved satisfactorily. Assist with conference room setups. Evaluate training effectiveness and adjust programs accordingly. Conduct in-person and online training sessions on IT systems and tools. Test new applications before rollout. Provide on-call support during evenings and weekends. Perform other duties as assigned by the manager. Minimum Requirements: 3 to 5 years of relevant experience in a law firm setting. Strong technical skills in hardware, software, and troubleshooting. Proficiency in Microsoft products (Windows 10/11, Office 365), iManage, Adobe Acrobat, Litera, Zoom, and MS Teams. Excellent communication skills, capable of explaining technical concepts clearly. Ability to multitask, prioritize, and respond swiftly in a fast-paced environment. Experience managing multiple training initiatives simultaneously. Understanding of customer service standards and business goals. Ability to work independently and lift/carry equipment. Compensation & Benefits: Salary: $75,000 to $90,000, depending on experience and qualifications. Benefits include medical, dental, vision, supplemental insurance, HSA, retirement plan, and more. The firm offers a hybrid work schedule. This description reflects general duties and is not exhaustive. The firm reserves the right to modify duties as needed. #J-18808-Ljbffr Parker Placements NY, Inc.