Senior End-User Support Specialist

Foley Hoag, a highly regarded and dynamic international law firm, seeks a Senior Support Specialist to provide onsite IT support to the attorneys and staff in the New York office of the firm. The Senior Support Specialist will demonstrate outstanding customer service mentality, be responsive and proactive in providing deskside support, advocate for user needs, and work collaboratively with the IT Department in the Boston office to resolve problems. The ideal candidate for this position will bring experience working autonomously in fast-paced environments, familiarity with networks and AV equipment, and strong critical-thinking skills needed to identify issues quickly and escalate as necessary. 

This role requires a 100% on-site presence in our New York office with the potential for hybrid work opportunities depending on the required business needs as determined by your supervisor. Core working hours are Monday—Friday 8:30am--5:00pmET. This position is overtime eligible and, occasionally, responsibilities may fall outside of traditional working hours.  

Responsibilities: 

• Image PCs. 
• Move PC equipment; swap internal components such as memory, hard drives, as needed. 
• Troubleshoot hardware/software issues and work with the Boston office to resolve problems. 
• Troubleshoot printing issues. 
• Troubleshoot local network issues ranging from bad network cable to workstation connectivity, network switch malfunctions, and server failures. 
• Move/maintain/lift server equipment out of/into racks for replacement and upgrades. 
• Liaison between NY users and the IT Operations group in the Boston office when needed. 
• Train users in the firm’s core software applications, as required. 
• Troubleshoot videoconferencing equipment. 
• Coordinate any and all requirements for attorneys engaged in international travel. 
• Provide document scanning training and support. 
• Track and document support issues in ticketing system. 
• Configure loaner laptop, wireless card and mobile devices for employees. 
• Flexibility in work hours for system updates and reboots. 
• Ensure technology policies and security procedures are understood and followed by NY users.  
• Support in coordination of key IT initiatives impacting the NY office.  
• Other duties as assigned. 

Qualifications: 

• At least five years' experience in IT support role; prior experience in professional services environment is highly desired. 
• Outstanding customer service mentality and strong critical thinking and problem-solving skills; demonstrated track record of taking initiative to find creative solutions to IT issues. 
• Superb written and verbal communication skills; ability to build strong relationships with users across the NY office. 
• Proficient in the use of Microsoft Office applications.  
• Knowledge supporting all Windows operating systems, iManage, ChangePro, Metadact, Innova, Adobe, Nuance and Mimecast. 
• Experience with Citrix XenDesktop. 
• Knowledge of running and troubleshooting videoconferencing equipment. 
• An appreciation for Foley Hoag’s core values of excellence, service ethic, collegiality, and inclusivity. 
• Bachelor's degree, or equivalent experience

The compensation range is $88,200 to $110,000 commensurate with related experience and qualifications. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, specialty, and training. The above salary range (or hiring range) represents the firm's reasonable estimate of the range of possible compensation at the time of posting. 

Terms and Conditions | By submitting this application, I acknowledge receipt of and agree to the terms of Foley Hoag's Privacy Statement. I certify that answers given herein are true and complete to the best of my knowledge. In the event of employment, I understand that false or misleading information given in my application constitutes grounds for immediate termination. I hereby authorize Foley Hoag LLP to investigate the information on this application, my references, work record, education and other matters related to my suitability for employment. Furthermore, I understand that just as I am free to resign at any time, Foley Hoag LLP reserves the right to terminate my employment at any time and for any reason. I understand that no representative of Foley Hoag LLP has the authority to make assurances to the contrary. Foley Hoag LLP uses Greenhouse as a platform for our recruiting and hiring activities. Greenhouse may collect and use personal data that I provide, after anonymizing the data, to train their AI large language models. By applying to Foley Hoag LLP, I consent to Greenhouse’s use of my data in this manner. 

Accessibility | Foley Hoag is committed to affording equal access to job opportunities to qualified applicants with disabilities. Individuals with a disability who require accommodation or assistance in the job application process for a posted position may contact BusinessServicesRecruiting@foleyhoag.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process. 

Foley Hoag LLP is an equal opportunity employer. This means that Foley Hoag LLP considers applicants for employment, and makes employment decisions without unlawful regard to sex, race, color, religion, citizenship, national origin, ancestry, sexual orientation, gender identity, age, marital or domestic partner/civil union status, military service, or veteran status, disability, and any other characteristic covered by applicable federal, state or local nondiscrimination laws.  

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 

We do not pay search firm or agency fees when speculative and unsolicited candidate profiles are submitted. Please be advised that at this time we are not considering new agreements with search firms/agencies not currently on our preferred supplier list for Business Services Professionals recruitment.