Requisition Number: 2020-10-03036-0160-002
Job Title: User Support Specialist
City: New York
State: NY
Shift: Sat/Sun; 10:00AM-9:30PM; Mon/Tue 10:00AM-6:00PM
Hours: 35

Simpson Thacher & Bartlett LLP is a leading global law firm with offices in New York, Beijing, Hong Kong, Houston, London, Los Angeles, Palo Alto, São Paulo, Tokyo and Washington, D.C. Established in 1884, the Firm currently has more than 850 lawyers. On a world-wide basis, the Firm provides coordinated legal advice on the largest and most complex corporate transactions and litigation matters in industries which include financial services, insurance, power and natural resources, consumer products, services, technology, telecommunications, media, pharmaceuticals and healthcare industries. Cross-border finance, banking and bank regulation, mergers and acquisitions, securities issuance and regulation, project and asset based finance, real estate, asset management, joint ventures, taxation, litigation and dispute resolution are important aspects of the Firm’s practice.

User Support Specialist

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Description/Job Summary

The User Support Specialist is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.

Responsibilities/Duties

  • Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues
  • Apply expert knowledge of “STB applications” such as MS Windows 10, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems
  • Educate users and team members on software and support issues
  • Communicate clear, concise, step-by-step procedures to users
  • Escalate Firm-wide system problems according to Department guidelines
  • Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
  • Prioritize issues based on urgency and according to Department guidelines
  • Follow up with users to ensure issues have been satisfactorily resolved
  • Document troubleshooting steps to share with User Support and others as appropriate
  • Make suggestions for departmental technical procedures and troubleshooting knowledgebase
  • Troubleshoot with vendor support to resolve technical issues
  • Understand all methods of accessing the Firm’s systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN
  • Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler’s destination
  • Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return
  • Troubleshoot and resolve basic telephone equipment problems
  • Perform other duties as assigned

Required Skills

  • 2 to 4 years of relevant experience required
  • Ability to present information effectively verbally and in writing
  • Ability to communicate step-by-step procedures to users in a clear and concise manner
  • Basic math skills: addition, subtraction, multiplication, division
  • Working knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops
  • Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
  • Strong attention to detail, analytical and problem solving skills
  • Strong customer service skills
  • Ability to master functionality of new Firm applications quickly and effectively

Preferred Skills

  • N/A

Required Qualifications

  • High School diploma or GED equivalent required

Preferred Qualifications

  • Technical skill coursework preferred
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Simpson Thacher & Bartlett is committed to a collegial work environment in which all individuals are treated with respect and dignity. The Firm prohibits discrimination or harassment based upon race, color, religion, gender, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, protected veteran’s status or any other legally protected status. “Gender” includes actual or perceived sex, a person’s gender identity, self-image, appearance, behavior or expression, whether or not that gender identity, self-image, appearance, behavior or expression is different from that traditionally associated with the legal sex assigned to that person at birth. This Policy pertains to every aspect of an individual’s relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment.