Associate, Information Technology Support
Esquire Deposition SolutionsJob Details
Description
Job Purpose: Please note hours are 11:00 am-8:00pm
Work with the local/regional office managers and other technical managers and guided by department objectives and priorities, this position has direct responsibility for the office-specific technology including desktop/laptop, mobile devices, application support, implementation support, voice/telephone systems, and computer systems. The IT Support Associate has hands-on responsibilities for all aspects of the technology located within and directly impacting the company employees. This position requires effective teaming with company’s technology personnel. Ensures client service and satisfaction are attained in all areas of position.
Job Duties:
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Provide dedicated Esquire client-facing product training and support to applicable staff in Esquire offices
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Provides inbound/outbound phone, web or email support for clients nationwide and develops clients for life
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Gain a deep understanding of the full suite of Esquire products and solutions
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Provide ongoing Esquire product support to clients, as directed
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Report patterns of product problems (hardware, software, or use issues) and propose solutions
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Bring appropriate internal resources to bear on implementation issues in the field for remote offices and clients, when applicable.
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Actively demonstrate our Company values
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Other duties as assigned
Qualifications
Required Knowledge, Skills and Abilities:
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Requires superior interpersonal, verbal & written communication and organizational skills
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Must be detail oriented with the ability to plan work effectively, to meet the deadlines assigned, and to make sound decisions
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Ability to multi-task and shift priorities at a moment’s notice
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Ability to resolve challenges quickly and suggest process improvement to management
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Must be detail oriented with the ability to plan and execute work effectively
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Ability to work under tight time constraints
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Must be available for either first (8am to 5pm) or second shift work (11am to 8pm) Eastern Time, Monday through Friday
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Demonstrates a commitment to company objectives
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Must understand basic principles of role-based access controls (RBAC), ideally with ability to configure security and permissions within Active Directory
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Must have good ability to support the following technologies:
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Microsoft operating systems Windows 10 and Windows 11
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Microsoft Office applications including O365 suite
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Network Printer Support
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Basic Account Management and understanding of Active Directory
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Laptop and Desktop hardware
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Mobile devices (iPad and iPhone)
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VPN connectivity
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Prefer knowledge of Esquire client-facing products, including:
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NetSuite
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Confluence
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YesLaw
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Box.com
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Collaboration software such as Zoom, WebEx, MS Teams, etc.
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Any other application as developed by and/or on behalf of Esquire Deposition Solutions
Minimum Qualifications:
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Two years related experience. Professional certification a plus.
MEASUREMENTS OF SUCCESS
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100% IT Task trained and proficient
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Desktop/Laptop Imaging, Software Installs and Remote Troubleshooting
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100% trained and proficient on IT Cloud Applications
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Sophos, TeamViewer, Meraki Dashboard, JIRA Helpdesk, NetSuite IT Support Tasks, Phone and Contact Center Setup, Email configuration
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Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply. You may be just the right candidate for this or other roles.