Help Desk/Law Firm/O365 Required Location: Remote in Tristate Long Term Contract 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, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler's destination Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return Troubleshoot and resolve basic telephone equipment problems Perform other duties as assigned Education Required High School diploma or GED equivalent required Preferred Technical skill coursework preferred Knowledge, Skills & Abilities Requirements Required 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