Summary

Provide hands-on technology support to a global user base for a 24/7 helpdesk environment. The hours for this position are Monday – Friday 9:30am – 5:30pm on site at 125 Broad Street.

Essential Duties and Responsibilitiesinclude the below. Other duties may be assigned. This position requires ongoing flexibility with regard to working overtime and work hours:

• Manage workflow by inputting accurate problem description and resolution data in incident management system for all calls received.
• Field escalated tickets from phone support Level 1 team.
• Visit user offices to troubleshoot issues directly as required.
• Run scheduled system tests and performs requested change control testing.
• Assess and troubleshoot email delivery issues using ProofPoint console.
• Manage mobile phone and MiFi issues and administration as needed.
• Some offsite litigation-on-location setups and partner home visits may be required.
• Participate in assigned training programs.
• Strong technical writing skills and experience with drafting documentation SOP and scripts.
• Coverage of other shifts required (overtime and/or shift change) including overnight and/or weekends.
• Daily overtime may be required.

In addition, responsibilities related to maintaining firm and client information are to be adhered to by all employees. This includes complying with the firm’s information security policies, protecting firm assets from unauthorized access, disclosure, modification, destruction or interference, and reporting security events or potential events or other security risks to management.

Qualifications

Required:

• Helpdesk experience, preferably in a law firm environment.
• Excellent communication (verbal and written) and customer service skills.
• Extensive knowledge of the Windows OS 10/11 system and Microsoft Office O365.
• Experience with document management systems (preferably NetDocs).
• Troubleshooting remote access problems (RSA Administration, VPN, Citrix).
• Experience with Active Directory Administration and Entra Administration.
• Mobile device support (Firm iPhones, BlackBerry Work for Enterprise, InTune)
• Troubleshoot basic networking issues, knowledge of IP, basic server administration.
• Troubleshoot basic hardware and cabling issues.
• Ability to handle a high pressure environment.
• Ability to prioritize urgent requests and multitask.

Desired:

• Some experience in Network operations.
• Experience in an ACD (automated call distribution) environment.

Education and/or Experience

Bachelor's degree preferred.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION

The base salary range offered for this role will be between $95,000 and $115,000. When determining a candidate’s compensation offer, elements unique to each person are taken into consideration including but not limited to skill set, experience level, performance, professional certifications, degrees and location, as well as the needs of the Firm.

The total compensation package for this position may include overtime pay, discretionary bonuses and other benefits. For a more comprehensive list of employee benefits, please visit www.sullcrom.com/employee-benefits.

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