Network Engineer

Active Directory, Document management, Cisco, Cisco VPN
Full Time
Depends on Experience

Job Description

Under the general direction of the US IT Service Desk Manager and according to established policies and procedures, the IT Support Analyst will work as part of the U.S. IT Support team, alongside seven other U.S. IT Support Analysts.


Key IT Support Tasks and Essential Duties

  • Support the Microsoft Office 2013 suite, Mimecast, iManage 9.0 and other legal software such as Workshare Professional, Elite Enterprise and Web, BigHand digital dictation software, AccuRoute, HotDocs, pdfDocs, InterAction, Contract Express, Forms WorkFlow and eDockets.
  • Answer the Global IT Service Desk telephone and deal with first/second line calls, providing desk-side assistance as appropriate. (Ratio – 60:40 Phone:Deskside)
  • Floor walk to assist with and resolve IT issues (using remote control software where appropriate).
  • Log calls in the Service Desk call logging software (vFire) to ensure incidents are escalated via the correct procedure and close calls when a satisfactory resolution has been achieved.
  • Build and support laptops, desktops, printers and mobile devices such as iPhones and Androids.
  • Meet with all new hires and set up their remote access technology needs (laptop, mobile devices, Cisco VPN, Duo Security, Citrix Access).
  • Able to train and assist with MS office 2013 questions, Adobe Acrobat, Client relationship management database (Interaction), DeskSite, FileSite, Workshare, Mimecast, Elite and other firm software
  • Administer the hardware and software inventory; add/remove new joiners and leavers into the call logging system and ensuring our records are kept fully up to date.
  • Assist with the setup of conference rooms with laptops, remote presentation and technical support of the existing Cisco video conferencing equipment.
  • Assist the Global IT Systems team with on-site server related tasks.
  • Correctly diagnose PC, laptop and printer hardware faults and liaise with 3rd party engineers. Repair calls should be carried out within reasonable time scales and monitored to resolution.
  • Inform the US IT Service Delivery Manager of any escalating support issues in order that they may be resolved within reasonable time scales.
  • Provide desk side assistance as appropriate.
  • Prep and troubleshoot video conferencing system connections before or if need be during meetings.
  • Able to provide on-site coverage in the New Haven, CT office as needed; able to occasionally travel to other US offices as needed.
  • Work on projects as required.


Technical Requirements

  • Windows 7 / 8 / 10 Professional
  • Active Directory environment and Exchange 2010
  • MS Office 2010/13/16
  • MUST have experience with a Document Management System – preferably iManage 9.0/10 (Advanced)
  • Workshare Professional
  • InterAction
  • Omtool AccuRoute
  • Time Management/Recording – TimeBuilder and Elite
  • IP networking and remote user requirements, including Citrix and VPN
  • Supporting mobile devices - iPhone, iPad and Android
  • Duo Security (2FA)
  • Service Desk ticketing system – vFire
  • PC hardware (HP desktops and Lenovo laptops), HP Laser printers and Canon multifunction devices configuration of laptops
  • Ability to correctly analyze and diagnose PC, Printer and Laptop faults
  • Law firm applications – HotDocs, BigHand, pdfDocs, Acrobat Reader Professional, Contract Express, Forms WorkFlow and eDockets
  • Experience supporting audio visual conferences using Cisco equipment
  • Must have at least three years of experience in a law firm environment
Dice Id : 10180559
Position Id : 6011
Originally Posted : 3 months ago
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