Senior Desktop Support

Company Name:
Open Systems Technologies
Must have law firm experience
The Senior Desktop Application and Support Specialist is responsible for firm-wide support of desktop applications, including packaging and updates, rollouts, customizations and integrations relating to the local desktop and Citrix environment. This position sets the direction for the Firm's end-user desktop environment and related initiatives that will continuously improve end user experience. They are the project lead, working with internal/external teams, for application upgrades and implementation. This position maintains quality control of custom built applications and scripts before releasing them into the production environment. This position interacts heavily with all levels of the Firm and external consultants for requirements gathering and defining project scope. This is a highly technical position that requires being responsible for designated systems and support with hands-on expertise.
o Bachelor's degree in Computer Science, Information Sciences, or a related programming field or a minimum of five years comparable experience.
o Seven to ten years experience working in a law firm performing software integration, implementation, support and troubleshooting applications in a large networked environment.
o Ability to lead internal/external teams through rollout and implementation projects.
o Proven problem-solving abilities with strong attention to detail.
o Possesses and demonstrates exemplary customer service skills, and excellent verbal and written communication skills.
o Adept at developing documentation and procedures.
o Ability to prioritize and execute tasks in a high-pressure environment.
o Possesses presentation and training skills.
o Highly self-motivated and directed.
o Strong team building, partnership and staff development skills.
o Experience working in a team-oriented, collaborative environment.
o Provides technical expertise to evaluate, install and maintain software solutions to accurately meet the needs of our customers on a timely basis.
o Provides second and third level end user support.
o Work with the Help Desk to ensure calls escalated to second and third level support are closed in a timely manner and that resolutions are properly documented and recorded in the Help Desk tracking database.
o Develop and maintain documentation, procedures, and instructions relating to desktop and applications.
o Keeps current on latest technology trends.
o Responsible for Desktop, Laptops, SW Package Builds and automating those processes via SCCM.
Technical Expertise
o Advanced knowledge of Microsoft Applications, Windows Operating Systems, Visual Basic, macro/batch scripts, Windows Registry.
o Advance knowledge of PC and Apple management systems such as (SCCM) and desktop imaging software.
o Knowledge of AppSense (centralized user profile management system).
o Adept at application customization and integration within a law firm.
o Expertise in Citrix/VDI.
o Litigation support applications.
o Understanding of hardware platforms and chipsets.
o Advance knowledge of Microsoft System Center Configuration Manager (SCCM), Active directory and group policies

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