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Global Service Specialist III

Kansas City, Missouri
Requirements:
Experienced with 5+ technologies.
  • Document Management ,eg iManage
  • Case Management, eg MatterSphere, Visualfiles, Axxia, Prolaw
  • Dictation, eg Bighand
  • Time Recording, eg Intapp Time
  • Enterprise Apps, eg Elite 3E, HRIS, Interaction
  • Intranet, eg SharePoint, Jive
  • Citrix
  • VPN
  • Microsoft Exchange
  • Microsoft Office
  • Active Directory
  • Vmware
  • Desktop imaging
  • End user hardware & peripherals
  • Cisco phones
  • Printers
Key Responsibilities
Duties other than the following may also be assigned.
•           Respond to customer incidents and requests received via phone, email, or other standard methods within agreed SLAs.
•           Resolve customer issues by clarifying the customer's needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
•           Where possible, resolve customer requests on first contact.
•           Identify customer training opportunities.
•           Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies.
•           Provide onsite (at desk) service to customers, as well as service using remote control and administration tools.
•           Create & update knowledge articles.
•           Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately.
•           Install pre-packaged software on user-end devices.
•           Create, update, and delete user accounts in active directory and supported applications.
•           Assist with audio-visual conferencing setup, scheduling & support.
•           Perform software and/or hardware testing.
•           Respond to security incidents and perform initial investigation and remediation actions.
•           Assist with event monitoring, diagnosis, and response.
•           Respond to major incidents: identify and categorize incident; send internal and external notifications in accordance with pre-defined protocols; perform trouble-shooting and diagnosis of hardware, software, and networks; escalate appropriately; contribute to remediation efforts where possible; contribute to after-action analysis.
•           Perform basic system management and operational tasks.
•           Assist with office move technology logistics.
•           Assist with project delivery.
•           Ad-hoc tasks assigned by Manager.

Required Education
Diploma or degree in Computer Science, Information Technology, or related field preferred.
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