Overview

This position provides technical support mainly to the New York office but can also be called upon to assist with problems in any of Milbank's other offices. The position requires basic knowledge of all the equipment and desktop software that is used in the Firm. Position will be responsible for approximately 50% Help Desk and 50% Deskside Support.

Responsibilities

• Provide telephone and deskside support for all desktop systems distributed by Milbank's I.T. department.
• Troubleshoot and research problems where a resolution is unknown. This may require speaking to a vendor’s technical support person, searching online databases, software help files or other sources that are available.
• Create, escalate, and close tickets on the Helpdesk ticketing platform (IQTrak) including maintaining records of all equipment used by the end user working in and away from the office, such as laptop computers and portable printers
• Assists with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• On-boarding /Off-boarding: Setup/remove hardware/software and mobile devices upon arrival and departure. For onboarding – assist with first login: set printers and e-signature; change login password; setup mobile device and telephone.
• Coordinate the distribution of media supplies – laptops, mobile devices and accessories.
• Ensure desktop computers interconnect seamlessly with all systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Provide off hours support as required, particularly on call support on weekends.
• Assist with ensuring the security of all systems and equipment including reporting and remediating phishing and malware attacks.
• Assist with special projects as they arise such as conversions, moves or setting up "special" software
• Work in conjunction with AV Team to set up technology in conference rooms, including but not limited to, video and audio collaboration.
• Occasional printer support and maintenance such as clearing print queues.
• Other responsibilities as they may be assigned from time-to-time

PHYSICAL DEMANDS 

• Intermittent physical activity including reaching, prolonged periods of sitting, bending, or lifting (up to 50lbs).

• Mental qualifications include ability to perform all tasks assigned

• Good organizational skills

• Up-to-date with computer and network systems

Qualifications

• A college degree and technical training certifications preferred.
• A High School Diploma required
• Must have basic knowledge and experience in MS Word, NetDocuments, ChangePro, and Windows.
• Experience with Apple iOS a plus. Excellent client service skills, with a strong emphasis on “user” satisfaction
• Experience using document management system (ideally NetDocuments);
• Basic understanding of Microsoft Office suite, Microsoft Windows 10 operating system, Adobe Acrobat, document comparison (Litera Change Pro) or similar, financial applications such as IntApp Time.
• Remote device support including Smartphones, MobileIron, Citrix, and Cisco Phone system/IP telephony
• COVID-19 vaccination required

What We Offer

• An opportunity to join an established team and be part of a successful and proven global organization!
• A competitive compensation program!
• Large Company Benefits: Medical/Dental/Vision/401K with a competitive company match!
• Employee discounts on Canon products & vendor discount programs for employees!
• World-Class Training & Career Development Programs!