The Application Support Specialist reports to the IT Services Manager and is the primary point of contact for the Help Desk. The individual will remotely assist users with all software and application related issues, as well as troubleshoot hardware related issue and escalate for desk side support as required.
Essential Duties and Responsibilities:
Manage and process incoming support requests to the Help Desk via telephone, voicemail, direct contact and e-mail to ensure courteous, timely, and effective resolution of end user issues.
Troubleshoot and support Firm software applications including:
Windows 10 Desktop Operating System
Microsoft Office 2016
iManage / DeskSite
Cisco VPN Client
RSA Two-Factor Authentication
Microsystems Document Tools
IntApp Application Suite
Nuance Power PDF Advanced
Test application interoperability between all Firm applications.
Test service packs, patches, and hot fixes for OS and applications.
Work with the Firm’s Trainer to identify items that should be covered in training sessions.
Work with the Firm’s Network Operations Team to identify possible network related issues.
Work with the Firm’s Technical Support Analysts for resolution of hardware related issues.
Analyze Help Desk activities and documented resolutions to identify problem areas.
Devise and deliver solutions to enhance quality of service and to prevent future problems.
Advanced knowledge of Windows 10 and Microsoft Office 2016
Advanced knowledge of iManage/DeskSite
Advanced knowledge of Nuance Power PDF Advanced, Workshare, BestAuthority, Westlaw, IntApp Application Suite, Microsystems, and other applications specific to law firms
Working knowledge of Citrix XenApp, XenDesktop and XenMobile
Working knowledge of Windows file and folder level security
Working knowledge of Cisco VPN Client, RSA Two-Factor Authentication and experience supporting iPhones, iPads and Android
Working knowledge of Bitlocker disk encryption
Working knowledge of Active Directory, integrated application delivery through Office (Outlook/Word) and basic understanding of IP networks including DNS, DHCP, etc.
Experience with Mimecast preferred
This position will be filled by an energetic team player with exceptional customer service and communication skills including the ability to communicate effectively with technical and non-technical attorneys and staff. The ideal candidate will also have the ability to quickly solve problems by being able to organize, prioritize and accomplish multiple tasks in a fast-paced environment. A high attention to detail as well clear and accurate documentation skills are essential.
With more than 150 lawyers in Washington, DC, New York, Chicago, Los Angeles, and London focused on financial services law and litigation and enforcement matters, BuckleySandler has quickly gained a reputation for solving litigation, enforcement, compliance, regulatory, and transactional challenges for clients, and even turning them into business opportunities.