User support

New York, NY 10017

Industry: Desktop Support Job Number: 4249
Description/Job Summary
The User Support Specialist is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.
Responsibilities/Duties
  • Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues
  • Apply expert knowledge of “ STB applications”, such as MS  Windows 10, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems
  • Educate users and team members on software and support issues
  • Communicate clear, concise, step-by-step procedures to users
  • Escalate Firm-wide system problems according to Department guidelines
  • Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
  • Prioritize issues based on urgency and according to Department guidelines
  • Follow up with users to ensure issues have been satisfactorily resolved
  • Document troubleshooting steps to share with User Support and others as appropriate
  • Make suggestions for departmental technical procedures and troubleshooting knowledgebase
  • Troubleshoot with vendor support to resolve technical issues
  • Understand all methods of accessing the Firm’ s systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN
  • Configure, test, and troubleshoot  Smartphones and other mobile devices
  • Troubleshoot and resolve basic telephone equipment problems
  • Perform other duties as assigned
Required Skills
  • 2 to 4 years of relevant experience required
  • Ability to present information effectively verbally and in writing
  • Ability to communicate step-by-step procedures to users in a clear and concise manner
  • Basic math skills: addition, subtraction, multiplication, division
  • Working knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops
  • Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
  • Strong attention to detail, analytical and problem solving skills
  • Strong customer service skills
  • Ability to master functionality of new Firm applications quickly and effectively
Required Qualifications
  • High School diploma or GED equivalent required
Preferred Qualifications
  • Technical skill coursework preferred

David Di Belardino
Technical Recruiter

A graduate from Catholic University where he received his degree in History. David has been with TPG since August of 2018 and got into recruiting through his passion for technology. When David is not in the office, you can find him anywhere outdoors, particularly surfing, or on a beach.

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