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Job Title
IT Global Service Specialist I (7:00 am - 3:00 pm CT; M - F)
Job Location
Kansas City
Job Type
Business Services
Country/Territory
United States
Region
The Americas
Description
The Role
The mission of a Global Service Specialist is to provide prompt,
friendly, customer-focused service to minimize disruption to firm
staff by following standard, repeatable processes. This position
primarily provides a reactive response to requests and issues, but
also participates as needed in IT projects and proactive service
initiatives. The successful candidate for this position must have good
communication skills and a desire to achieve high customer satisfaction.
Shift: 7:00 am - 3:00 pm CT; M - F
Key Responsibilities
Duties other than the following may also be assigned.
Respond to customer incidents and requests received via phone,
email, or other standard methods within agreedSLAs.
Resolve customer issues by clarifying the customer's needs;
determining the cause of the problem; selecting and explaining the
best solution to solve the problem; expediting correction or
adjustment; following up to ensure resolution.
Where possible, resolve customer requests on first contact.
Identify customer training opportunities.
Keep records of customer interactions in ticketing system; follow
communication procedures, guidelines, and policies.
Provide onsite (at desk) service to customers, as well as service
using remote control and administration tools.
Create & update knowledge articles.
Manage end user assets (includinglaptops, desktops, monitors,
peripherals, printers, mobile phones) from setup & configuration
to collection & wiping. Ensure asset tracking systems are
updated appropriately.
Install pre-packaged software on user-end devices.
Create, update, and delete user accounts in active directory and
supported applications.
Assist with audio-visual conferencing setup, scheduling & support.
Perform software and/or hardware testing.
Respond to security incidents and perform initial investigation
and remediation actions.
Assist with event monitoring, diagnosis, and response.
Respond to major incidents: identify and categorize incident; send
internal and external notifications in accordance with pre-defined
protocols; perform trouble-shooting and diagnosis of hardware,
software, and networks; escalate appropriately; contribute to
remediation efforts where possible; contribute to after-action analysis.
Perform basic systemmanagement and operational tasks.
Assistwith office move technology logistics.
Assist with project delivery.
Ad-hoc tasks assigned by Manager.
Required Education
Diploma or degree in Computer Science, Information Technology, or
related field preferred.
Required Knowledge, Skills & Abilities
Works under close supervision and work is reviewed frequently.
Strong written and verbal communication. Empathy. Tenacity and
work ethic - willingness to do what needs to be done and not take
shortcuts. Understanding of when to escalate an issue to ensure not
wasting the customer's time or your own time.
General, broad understanding of supported solutions. Able to
identify customer needs, perform pre-defined checks, and provide
basic answers/tips based on personal knowledge or use of knowledge
base articles.
Contributes to documentation and knowledge sharing with guidance
and direction.
Required Experience
2 - 3 years in a customer service role
Experience with 1+ technologies listed below:
Document Management (iManage)
Case Management, eg. MatterSphere
Visualfiles, Axxia, Prolaw
Dictation, eg. Bighand
Time Recording, eg. Intapp Time
Enterprise Apps, eg. Elite 3E, HRIS, Interaction
Intranet, eg. SharePoint, Jive
Citrix
VPN
Microsoft Exchange
Microsoft Office
Active Directory
Vmware
Desktop imaging
End user hardware & peripherals
Cisco phones
Printers
-Principals Only-
We offer a rewarding work environment that supports professional
growth and opportunities. We value diversity in our work place and
it is the policy of the Firm to recruit, hire, promote, reassign,
compensate and train highly qualified persons without regard to
race, color, sex, sexual orientation, gender identity or expression,
religion, national origin, age, disability or any other basis
protected by applicable law.