Specialist, Computer Support

Davis Polk & Wardwell LLP Specialist, Computer Support

The Specialist, Computer Support provides technological support to all users in the firm.

Essential Duties and Responsibilities

• Respond to, research, and resolve user inquiries for first- and second-level support received via telephone, e-mail, or walk-in, in a timely and efficient manner.
• Maintain effective communication.
• Interface and maintain effective communication with other Support, Training, and Information Systems staff.
• Champion users' problems to appropriate individual(s) based on established guidelines and procedures.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.
• Attend Computer Support Weekly Education and Technical Sessions to stay apprised of all technical changes.
• Attend ongoing training programs to keep technical skills sharp.
• Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction.
• Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing.
• Demonstrate willingness to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.

Qualifications/Position Requirements

• Strong technical skills in Microsoft Office 365 Windows 10, Adobe Acrobat, Mobile Iron, iOS devices, ChangePro, Duo Mobile, iManage Lenovo laptops, HP desktops and printers.
• Remote office location support experience a plus.
• Receptive and willing to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.
• Strong analytic skills, outstanding customer service skills and be detail-oriented.
• A disciplined self-starter who is resourceful, reliable and trustworthy is needed.
• Ability to manage a varied workload and meet deadlines.
• Must be able to work collaboratively with lawyers and staff, demonstrating strong teamwork and a positive attitude. Strong team player a must.
• Excellent written and verbal communication skills.

Education and/or Experience

• Bachelor's degree preferred.
• 2-3 years Support experience in a large law firm or professional services environment.

Compensation

The expected base salary for this position ranges from $70,000 - $95,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. Davis Polk offers a competitive salary and comprehensive benefits package.