A leading New Orleans based law firm is seeking an Application Support Specialist. As an integral member of the team, this role is responsible for day-to-day support, implementation and maintenance of the Firm’s technology needs.
The successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries. The ideal candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, must demonstrate strong initiative and organizational skills, and have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals in all levels of the Firm’s business and communicate technology, infrastructure, and process needs. Must be able to work a very flexible shift including weekends, nights and holidays when necessary; some remote work may be necessary.
(NOTE: The employee is not expected to perform all the job responsibilities below independently upon hire. Duties will be added gradually, and greater independence will be expected, as the employee gains skills and experience.)
End-User Support: Provide training and help-desk assistance to firm employees to ensure optimal use of the firm’s technology assets.
Provide technical assistance by e-mail, phone, messenger, and in-person. Assistance will include both break-fix and how-to scenarios.
Provide on-boarding technology training for new hires.
Create and maintain user-facing and administrator-facing technical documentation on the firm’s intranet.
Provide end-user group training sessions as needed to introduce new software features or procedures.
Provide recommendations for system upgrades or reconfigurations based on support request trends and user feedback.
Infrastructure Management: Maintain and improve the performance of the firm’s technology assets.
Administer a collection of virtual servers, including Active Directory domain controllers, Remote Desktop servers, file servers, and application servers. Ensure all servers are properly patched, backed up, and performing all required functions.
Manage the firm’s cloud services, including Office 365, document management system, and others. Ensure that user accounts are properly provisioned and deprovisioned and that security permissions are properly assigned and maintained. Oversee backup and restore procedures for all data in the cloud.
Deploy software applications and updates to the firm’s servers and fleet of laptop computers, including operating systems, applications, endpoint security, and utility software.
Provision new computer hardware for new employees and in accordance with the firm’s hardware refresh policies.
Manage the firm’s network infrastructure, including routers, switches, wireless network, and conference room audio-visual equipment.
Manage the firm’s telephone and other telecommunication systems.
Manage the firm’s video conferencing systems.
Manage the deployment of firm information assets to employee-owned mobile devices.
Assist in the development and maintenance of the firm’s information security management system. Ensure that all system documentation is current and complete.
Vendor Management: Serve as primary liaison to the firm’s numerous technology vendors.
Report and follow up on product defects or advanced usage questions.
Track all hardware, software, and service contracts. Ensure that all ongoing contracts are renewed or canceled as desired. Assist with the budgeting process by providing current and forecasted demands.
Bachelor’s degree specializing in information technology required
5+ years’ experience in a technology role at a law firm or other professional services firm (accounting, financial services, management consulting, etc.)
Microsoft Hyper-V Clustering, CompTIA, Microsoft System Center, and other industry recognized credentials or certifications are highly desirable, but not required
Advanced proficiency in:
Microsoft Office applications
iOS and/or Android devices
Document Management Systems
Skype for Business, Microsoft Teams, GoToMeeting or other teleconference software
Principles of cybersecurity
Experience with enterprise equipment such as (Dell & Cisco) servers, switches, routers, firewalls, EMC SAN, power and UPS systems, and other common IT appliances and devices
Competency in Office 365 & Azure
Administration and expert level of skill and problem solving in the following: Exchange, Active Directory, MSSC 2012/2016, Windows Server 2008R2-2016, SQL Server 2008-2016, PowerShell, Citrix Virtual Apps and Desktops (XenApp & XenDesktop), helpdesk systems, network and endpoint security, and common end-user software
Experience migrating and upgrading operating systems and applications
On-premise and Cloud backup solutions
Business Disaster Recovery and Continuity planning