POSITION SUMMARY:  Technical Service Specialist work within the IT Support Services Team in the Business Technology department. The Technical Services Team is responsible for the delivery, availability, and performance of technology services. This role reports to the Manager of Technical Services and is required to work closely with colleagues located across the firm’s North American offices and in any other global regions that conduct business.

RESPONSIBILITIES:  Provide end-user support and problem resolution. – Act as escalation point for advanced issues from the Technical Services (Helpdesk) team. – Investigate incidents, document issues, and make recommendations to prevent future issues. – Recognize and escalate more complex issues to appropriate IT teams for further investigation and resolution. – Recognize and escalate potential security issues to appropriate IT teams for further investigation and resolution. – Manage and support primary technology equipment such as: all forms of end-user hardware, desktops, laptops, monitors, printers, copiers, scanners, telephones, conference room technologies, mobile devices, and others as assigned. – Image and deploy new computing systems to end-users. – Accurately log help desk tickets and resolutions into help desk ticketing system; consistently adhere to this record keeping process. – Assist with all conference room technologies such as: video conferencing, presentations, eDisccovery, laptops, and others as assigned. – Maintain accurate inventory of all office hardware managed by Business Technology. This includes, but no limited to, end-user hardware and loaner equipment. – Assist broader teams in Firm projects and initiatives. – Act as a resource for other IT teams that do not have a local presence. – Act as a resource for other offices that do not have a local IT presence. – Evening, weekend, and holiday availability to address end-user problems. – Adhere to strict change management control. – Actively participate in Centers of Excellence or equivalent task forces. – Always maintains a high degree of professionalism, courteousness, and friendliness. – Other duties as assigned.

ESSENTIAL SKILLS:  Ability to read and interpret documents such as technical data, and procedure manuals. – Ability to write routine reports and correspondence. – Ability to develop and proof training materials. – Ability to speak effectively in interpersonal situations and before groups of employees. – Ability to apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical solutions. – Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. – Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

EDUCATION/EXPERIENCE: Associate degree in computer sciences or a related field or equivalent work experience.