Technical Support Specialist

This position provides technical support to a client's New York office but can also be called upon to assist with problems in any of the client's other offices. The position requires broad knowledge of

all equipment and desktop software utilized by end users. This role is responsible for

approximately 20% Help Desk and 80% Deskside Support.

RESPONSIBILITIES

● Provide telephone and deskside support for all desktop and laptop systems.

● Troubleshoot and research problems where a resolution is unknown. This may require use of

the Internal Knowledgebase, review within the ticketing system (ServiceNow), searching online

databases, or software help files.

● Create, escalate, and close tickets on the Helpdesk ticketing platform (ServiceNow), including

maintaining records of all equipment used by end users working in and away from the office —

such as laptop computers, portable monitors, and MiFi devices — tracked through asset tags.

● Assist with the installation, configuration, and ongoing usability of laptop computers, peripheral

equipment, and software within established standards and guidelines, as well as mobile phones,

desk phones, and AV equipment.

● On-boarding / Off-boarding: Setup and remove hardware, software, and mobile devices upon

employee arrival and departure. For onboarding, assist with first login — ensuring that, in the

pre-deploy phase, the laptop and phone have been set up per company guidelines and standards. Provide dedicated onboarding assistance for client VIPs.

● Coordinate the distribution of peripherals — including laptops, mobile devices, and accessories

— in collaboration with the Help Desk, Hardware leads, Training Teams and Practice Groups.

● Ensure laptop computers interconnect seamlessly with all systems including associated

validation systems, file share servers, email servers, computer conferencing systems, application

servers, and administrative systems.

● Provide off-hours support as required, particularly on-call support on overnights and weekends,

on either a weekly or monthly rotation depending on seniority.

● Assist with ensuring the security of all systems and equipment, including reporting and

remediating phishing and malware attacks.

● Work in conjunction with the AV Team to set up technology in conference rooms, including but

not limited to video and audio collaboration. Available to support AV events offsite if needed.

● Occasional printer support and maintenance, such as clearing print queues, ensuring users are

connected to their designated printers, and confirming print/scan-to-email functionality is

working as expected.

● Lead or assist with special projects as they arise, such as conversions, moves, setup of special

software, or offsite events that require elevated IT support.

● Provide white-glove support to all users, with priority given to assigned VIPs such as Partners

and Executive Team members.

● Train Legal Staff during onboarding to ensure new hires can effectively use their equipment.

Additionally, provide training on specific client applications as needed.

● Serve as a Subject Matter Expert (SME) on specific client applications or tools and assist with

training other staff on those applications or tools.

● Assigned Floor Support: Each TSS will be assigned a floor in the New York office as the primary IT

support person for that floor, with the expectation of backing up other floors as needed.

● We work in a high-level, dynamic IT environment; additional out-of-scope responsibilities may

arise and are expected to be handled to the highest level of user satisfaction.

PHYSICAL DEMANDS / WORKING CONDITIONS / MENTAL QUALIFICATIONS

● Intermittent physical activity including reaching, prolonged periods of sitting, bending, or lifting

(up to 50 lbs).

● Mental qualifications include the ability to perform all tasks assigned.

● Good organizational skills required.

● Documenting your work process — This practice involves detailing the steps and procedures

followed when working on a task so that others can understand, replicate, or continue the work

if needed.

The schedule for this role is Monday - Friday, 10am - 7pm. The first few weeks of training will be most likely be a Monday - Friday, 8am - 5pm shift or whatever the client proposes. I entered a range for the role or it be the fixed salary. There may be some travel involved to other client locations or offsite locations within the Tri State area.

WHAT WE OFFER

An opportunity to join an established team and be part of a successful and proven global organization!

A competitive compensation program!

Large Company Benefits: Medical/Dental/Vision/401k with a competitive company match!

Employee discounts on Canon products and vendor discount programs for Canon employees!

World-class Training and Career Development Programs!