Job Summary

The IT Support Associate will support all employees by providing prompt support to troubleshoot and resolve day-to-day technology issues, including, but not limited to, our legal billing and document management desktop applications, custom in-house tax certiorari applications, Microsoft Office and Windows, computer hardware and peripherals, AV and conferencing room equipment. The candidate will also be responsible for computer and account management provisioning and de-provisioning, as well as maintaining equipment inventory. The installation, configuration and support of network resources, including printers, VoIP phones and other peripheral devices, among other tasks, will be a part of daily duties. The candidate will update, maintain and document resolutions of support tickets within the BMC Track-IT! ticketing system. Additional duties include working with the Director of IT on annual projects and infrastructure upgrades, as well as working with external vendors on all aspects of problem resolution for all the firm's hardware and software.

Job Type

• Onsite (in Uniondale office)
• Full-time (10 AM to 6 PM Monday through Friday)
• Responding to inquiries - via email, by phone, remotely and onsite if necessary - outside of the aforementioned business hours, including weekends, is required as necessary. Team members work together on a rotating schedule to support the firm.

Roles and Responsibilities

The candidate will assist the IT department with the following:

Help Desk:

• Acknowledging Help Desk phone calls, emails and tickets promptly.
• Resolving tickets and documenting the solution in the BMC Track-IT! ticket software.
• Assist with resolving all issues (software, hardware, connectivity, accounts, access, general inquiries) on-site or remotely using Manage Engine Desktop Central.
• Assist with setting up end-user BYOD devices (mobile phones, tablets, desktops, and laptops) with corporate email, BigHand and Dragon dictation software, multi-factor authentication, remote access and Prolaw Elite mobile app.

End-user Support, Troubleshooting and Inventory:

• Configure and deploy new computers, create and deploy images and reconfigure computers for redistribution using ManageEngine Desktop Central.
• Assist with all desktop and server-based applications.
• Troubleshoot computers and printers and all associated peripherals.
• Install and troubleshoot standard and customized Departmental applications.
• Assist with documenting various software used by staff.
• Work with hardware and software vendors to further troubleshoot any issue or request for feature enhancements.
• Provide support in the early mornings, at night, and during the weekend as per a rotating schedule.

Audio Visual Support:

• Supports equipment in conference rooms and meeting rooms.

Special Projects (as needed):

• Participate in special projects such as new hardware and software deployments.
• Maintain asset management platform, which will serve as a database for all physical and digital technology assets.
• Develop and maintain technology procurement process
• Discover opportunities for IT to enhance departmental workflows and processes within the department and throughout the firm.
• Communicate opportunities to the IT Director and drive development to meet business goals.

Character & Skills

• Excellent oral and written communication skills and listening skills
• Detail-oriented.
• Strong time management skills; resolve trouble calls, emails and support tickets promptly.
• Handle and resolve multiple end-user support requests daily.
• Works with minimal supervision; collaboratively when necessary.
• Demonstrates a willingness to learn, take on more responsibilities, and grow within the department.
• Punctuality is essential.
• Demonstrates sound judgment.
• To all employees and clients, be courteous, honest, personable, optimistic, professional, reliable and helpful.
• Proficiency in legal applications (BigHand, Estates Planning Tools, Eval, Gems, HotDocs, iManage, Prolaw, AIA Contract Documents & Best Case by Stretto).
• Proficiency in Microsoft Office suite applications (Word, Excel, PowerPoint & Outlook).

Education

• Associates degree in Information Technology or Computer Science.
• Concentration in Information Technology management preferred.
• Minimum 2 years of related experience in the legal industry with a High School Diploma or Equivalency.

Experience

IT experience in a law firm/legal industry preferred.

Salary Commensurate with experience.

Benefits Comprehensive benefits package available.

About Forchelli Deegan Terrana LLP ("FDT")

Founded in 1976, Forchelli Deegan Terrana LLP ("FDT") is one of Long Island's most acclaimed and distinguished full-service law firms. Located at The OMNI in Uniondale, NY, our mid-sized firm employs 65 attorneys across more than a dozen practice groups. FDT is committed to providing exceptional service to a broad range of national, regional, and local clients.

FDT is an Equal Opportunity Employer. In accordance with FDT policy, employment decisions are made on merit, qualifications, and competence. All candidates will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, veteran status, or other factors protected by law. This policy governs all aspects of employment, including, but not limited to, recruiting, hiring, compensation, benefits, promotion, assignment, and dismissal. FDT provides a safe environment that is free from all types of unlawful harassment.

We invite you to apply to become a member of our Information Technology team.