First Name Last Name

• Managed hardware configuration for onboarding and offboarding across all U.S. locations.
• Documented configurations, repair records, processes, and asset inventories.
• Assisted users in diagnosing issues and provided solutions to restore service and functionality within a fast-moving, agile environment.
• Collaborated with the team on implementing new technology initiatives, standards, and major upgrades to production environments.
• Co-led IT projects, consistently completing ahead of schedule.
• Supported national sales meetings by delivering technical expertise.
• Delivered on-site technical support to Boehringer Ingelheim's vice presidents and laboratory scientists.
• Updated and tracked hardware status using Command and Intune, supporting the development, maintenance, support, and troubleshooting of systems.
• Deployed IT hardware refresh for the entire U.S. sales force.
• Installed and configured internal software systems.
• Managed requests for preserving and collecting electronically stored information (ESI) using Cellebrite and EnCase.
• Provided technical support for conference room operations, contributing to a collaborative and intercultural working environment.

• Responsible for providing day to day equipment management and support as well as provide astute and professional end user support.
• Adhere to and execute documented Desktop policies, processes and procedures.
• Answer user inquiries regarding computer software or hardware operation to resolve problems and document work in the ticketing system.
• Install and perform moderate to complex repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Prepare equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Assist with the training of users regarding the proper use of hardware or software.
• Support remote users including remote desktop management tools and implementation.
• Provide tactical and strategic input on desktop related projects.
• Occasional travel between regional locations will be required.
• Troubleshoot and resolve hardware, software, and networking issues on end-user devices
• Support and maintain IT systems to ensure seamless operation within the organization
• Assist employees with technical issues to maintain productivity
• Manage and monitor end-user accounts, ensuring optimal performance and security
• Handle the configuration and maintenance of various technologies including Android, Cisco, Citrix, Dell, and Apple devices
• Implement and manage active directory systems and backup technologies
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged and accurately documented
• Prioritize and manage many open cases at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Requirements

• Proficiency in Android Development is required.
• Familiarity with Cisco Technologies is crucial.
• Experience with Citrix Technologies is necessary.
• Strong understanding of Computer Hardware is vital.
• Knowledge of Dell Technologies is important.
• Ability to work with Active Directory is required.
• Experience with Apple Devices is beneficial.
• Proficiency in Backup Technologies is needed.
• Skilled in Configuration Management is essential
• Troubleshoot and resolve hardware and software issues
• Install, configure, and maintain desktop computers, laptops, and peripherals
• Provide technical support for various applications and systems
• Assist users with account setup, password resets, and other technical inquiries
• Document and track incidents and resolutions
• Provide end-user support for desktops, including both hardware and software issues
• Troubleshoot and resolve break/fix issues efficiently
• Manage the deployment of machines, ensuring the correct configuration and setup
• Utilize SCCM for reimaging machines and pushing out updates
• Offer support for both Apple and Windows machines, including iPads, iPhones, MacBooks, O364, Windows systems, and cell phones
• Use Bomgar software for remote access to user's machines
• Leverage ServiceNow or similar ticketing system experience to manage and resolve user issues
• Preferred experience with InTune, though not required
• Demonstrate competence in using Citrix Technologies, Dell Technologies, EO/IR systems, Mac Computers, Microsoft, Active Directory, Computer Hardware, Configuration Management, Deployments, and Deskside Support.
• Windows 10/11 Professional
• Active Directory and Exchange Online environments
• MS Office 365
• MUST have experience with a Document Management System – preferably iManage 9.0/10 (Advanced)
• Workshare Professional
• InterAction
• Omtool AccuRoute
• Time Management/Recording – Elite 3E
• IP networking and remote user requirements, including Citrix and VPN
• Supporting mobile devices - iPhone, iPad and Android
• Duo Security (2FA)
• Service Desk ticketing system – TOPdesk
• PC hardware (Lenovo laptops), HP Laser printers and Canon multifunction devices
• Laptop image installation and configuration
• Ability to correctly analyze and diagnose PC, Printer and Laptop faults
• Law firm applications – HotDocs, BigHand, pdfDocs, Acrobat Reader Professional, Contract Express, Forms WorkFlow and eDockets
• Experience supporting audio visual conferences using Logitech Rally Bar and Cisco equipment
• Must have at least three years of experience in a law firm environment
• Serve as point of contact for technical assistance for walk-in, chat, phone, conference room, and e-mail customers.
• Diagnose, troubleshoot, and resolve technical issues for hardware, software, and audio visual (AV) equipment.
• Redirect or escalate unresolved issues and requests to higher level support.
• Provide information on IT and AV products and services.
• Maintain records of problems and resolutions, maintain technical documentation on solutions to issues.
• Give thoughts on processes and how they may be improved.
• Configure computers for user deployment.

Job Requirements

Required Qualifications

• Bachelor's degree from an accredited higher education institution.
• Excellent oral, written, and interpersonal communication skills; including the ability to explain technical concepts in non-technical terms.
• Ability to work and communicate with executive level staff in a professional manner.
• Knowledge of Microsoft Operating Systems, Microsoft Office365 Applications Suite, and Adobe Document Suite.
• Knowledge of mobile devices, computer hardware, and AV equipment
• Ability to lift computer related hardware up to 40lbs.
• Willingness to adopt and/or learn technologies needed to support, maintain, and enhance the University's goals.

Preferred Qualifications

• Experience with Team Dynamix, ITIL, Networking, Information Security
• Experience with other Microsoft Products (e.g. Server, Azure, Teams, Active Directory)
• Experience with non-Microsoft operating systems (e.g., Google Android, MacOS, iOS, Linux)
• Experience with creative software (e.g. Adobe Creative Suite, Autodesk, WordPress)

Additional Information

• Salary is dependent on a variety of factors, including but not limited to, experience, education, training, and certifications. The range for this position is $49,000-$55,000.
• State Title: Programmer-Analyst (SL-2)
• Applicants must be currently authorized to work in the United States on a full-time basis.
• Excellent Benefit Package which includes: NYS health insurance, free dental and vision coverage, competitive retirement options, tuition assistance, parental leave at full pay, and generous vacation, sick, and holiday time. Generous amount of time off: 13 days of paid holidays per year; 15 days of vacation and 15 days of sick time accrued for the first year of employment. Then increases thereafter. Please see our UUP benefits summary for additional information.

• Coordinated with various vendors to maintain day-to-day operations.
• Oversaw different stages of theater remodel over the course of 3 years.
• Successfully implemented and managed security protocols to ensure customer safety and satisfaction, drawing parallels to IT security measures.
• Optimized work schedules and resolved technical issues related to projection and sound equipment.
• Increased ticket sales by 15% during peak times by ensuring seamless operation of critical theater systems.
• Deployed new devices and equipment, such as kiosks and POS terminals.
• Programmed and scheduled show listings in projectors.
• Created and implemented new procedures, along with documentation, to enhance safety and productivity.