The COA Group

Major Law Firm is seeking an IT Support Analyst for their Florham Park, NJ Office:
1. Overview
This New Jersey based position provides technical and operational support to all users in our
North American offices primarily, including those working remotely.
This is a hands on position that requires a close working relationship with the North American Regional Offices
support team and liaising with other areas of IT on a global scale. High quality efficient service to users is expected
in a timely fashion.
Key responsibilities:
• Providing on site telephone, e-mail, and desk side support to internal and external clients
• Configuration, installation, and troubleshooting of Firm hardware and software
• Monitor and prioritize the calls/tickets logged
Other requirements:
• Live in the Florham Park area
• Access to own transportation
• Willing and able to travel to the Firms New York City office

2. Main Responsibilities

. Provide advice and guidance to clients with regard to troubleshooting, operation of PC’s, servers, hardware,
and software
. Diagnosing technical issues by asking relevant questions and making use of the tools available
. Build, configure, image, and install desktop hardware, software, and ancillary equipment
. Administration of mobile devices supported by the Firm
.Perform physical moves of equipment to facilitate business growth
. Ensuring that all support requests are dealt with promptly and effectively to the clients’ satisfaction
. Help to identify user training opportunities
. Following the escalation process when required
.Providing assistance to other IT Teams on project related work
. Liaise with other support services (Office Services/HR/Training) to resolve issues
. Acting as a representative for the business and maintaining a professional standard
3. Technical Specification
Essential

. Good working knowledge of Windows XP

. Good working knowledge of Microsoft Office products (especially MS Office 2003, particularly Word, Excel, and
Outlook)

. Competent hardware skills (e.g. able upgrade RAM, replace a hard disk etc)

. Tenacious approach to troubleshooting

. Understanding of TCP/IP and basic network connectivity

.Understanding of the Command Prompt and System Registry

. Basic printer maintenance ability (able to diagnose faults that require service)

.Understanding of Blackberry mobile devices and administration

. Understanding of Active Directory

Desirable

. Experience within a Professional Services / Legal environment
. Experience of call/ticket-logging systems (particularly SupportWorks)
. Understanding of Document Management Systems, ideally FileSite
. Understanding of Citrix and remote working
. Experience with Video Conferencing technology and VoIP
. Experience with photocopiers and fax machines
. Basic knowledge of iPhone/iPad/iMac/Android devices
. Awareness of imaging technologies, e.g. Altiris
. Awareness of remote control software (e.g. Dameware/LogMeIn Rescue)
. Awareness of virtualisation technology

4. Candidate Specification
The ideal candidate for this position will:
. Establish professional rapport with internal clients and vendors in person and via telephone/e-mail
. Work well in a team environment as well as independently
. Listen patiently with a diverse and wide ranging level of client skills
. Use clear, concise, and user friendly technical language
. Remain calm and professional in sometimes challenging situations (sense of humor does help!)
. Work unsupervised, using initiative to take responsibility for actions and decisions
. Monitor, prioritize, and progress call/ticket activities to a satisfactory conclusion
. Provide reliable time keeping and attendance
. Be able to participate in occasional out of hours and weekend work (overtime)
. Be pro-active

New York Investment Firm seeks Infrastructure Support Specialist. This position will begin as a contract position with a strong possibility of going permanent. 

The purpose of this role is to ensure the technology related infrastructure of the (office) is operating and administered so as to provide the required level of services for staff and visitors. This entails an indicative emphasis of:

• 60% (or more) on: server support/administration and projects to improve the capability of the infrastructure
• 40% on user/desktop support

Responsibilities include, but are not limited to:

• Provide technical support to (office) based staff and visitors covering all aspects of their technology needs, including MS Office applications, in-house developed applications, third party software packages, printers and networks.
• Provide technical support on weekends and off-hours, typically remotely. Where it is not possible to resolve the issue remotely, it may require the individual to come to office to get the issue fixed.
• Provide technical support to travelling users remotely on a best effort basis.
• Administer the systems security policy, adding and removing users as required; ensuring data is adequately and appropriately protected from unauthorized access; and ensuring corporate security policies are followed. In particular administering Active Directory, MS Exchange and MS SQL servers.
• Provide  administrative  and  technical support  for  efficient  operation  of  all  operating system, network operating system, and other specialty software as required, including:
• all computer  equipment,  application  servers,  network  servers,  personal computers, and associated peripherals.
• all cable plant, wiring plant and associated equipment components necessary for  efficient  operations  of  both  local  and  wide  area  networks  and  other communications facilities.
• telephone systems, audio-visual systems, video-conferencing systems, voice mail systems, recording systems, and other equipment which may be operated and assigned on a geographical location basis.
• computer   room  equipment,  environmental  control  systems,  alarm   and detection systems, power distribution systems, and backup power systems.
• Disaster Recovery setup during planning, testing and in the event of contingency.
• Be able to build and commission desktops and servers to agreed standards and polices.
• Manage and control data backups/restores on all network servers, ensuring back-up logs and tapes are maintained in accordance with the appropriate contingency requirements and policies.
• Implement and execute the procedures and practices required to ensure the security, confidentiality, and integrity of informational and physical assets.
• Maintain  up  to  date  documentation  for  the  office  system  environment,  including operations procedures, network topology and administrative procedures.
• Produce monthly status reports covering user additions and deletions, network outages, resource utilization and security breaches.
• Monitor and track software releases and system packages to ensure that systems are maintained at the most current level in coordination with the other lnvestcorp offices, deploying software and patches as required.
• Develop and maintain  and  inventory of  hardware and  software  allocated within the (office).
• Maintain appropriate relationships with internal clients, vendors and suppliers.
• Act as a technical mentor to less experienced support staff.
• Plan  and  implement  all  assigned  projects on  time  and  to  budget,  negotiating  and agreeing the necessary project resources within the (office) and across Technology.

 Requirements:

• A minimum of 5 years’ experience in a desktop/ server support environment.
• A strong working knowledge of MS Exchange 2003/2010, SQL 2005/2008, Active Directory, TCP/IP & DNS, ISA 2004/2006, Citrix Xenapp, Virtualization (Hyper-V) and IIS.
• Qualified MCSE 2003 or 2008, MCITP or equivalent.

Desirable

• Experience of Cisco CCNA and understanding of Cisco routers and ASA firewalls.
• Knowledge of SCOM, SCCM, NetAPP SAN, replication technologies (SQL, DoubleTake, WanSync) desirable.
• Experience in a financial services or equivalent environment and culture.
  • Project management planning experience

POSITION: TECHNOLOGY SUPPORT ANALYST/TRAINER

LOCATION: NEW YORK 

Under direction of supervisors, performs a variety of computer support duties including: provide advanced technical and informational assistance

to users of the A&B computer network; install software on PC’s and laptops; provide assistance to remote users and assistance with advanced

Microsoft Office applications; provide support for various audio/video functions; provide one-on-one support to users. Coordinate, schedule, train

and orientate personnel in all aspects of computer operations and office procedures; write, edit and update computer handbooks and

instructions.

ESSENTIAL DUTIES: 

• Provide telephone and in-person support to user requests for assistance with all aspects of firm’s (A&B’s) systems and applications.

Provide Tier-2 level support on all software/application problems and issues.

• Install new software packages on both firm PC’s and laptop computers

• Assist users in simplifying everyday computer-related tasks and other shortcuts for various repetitive tasks.

• Perform daily problem ticket management including ticket monitoring, review, assignment, troubleshooting, resolution and closure. Ensure

tickets are updated timely with relevant and detailed information.

• Train and orientate all employees on firm policies, procedures, operations, office layout, computer/laptops and phone systems.

* Check classroom equipment/environment i.e., lights, computers, display devices, facility layout, etc. Prepare the classroom: training manuals,

handouts, sign-in sheet, etc.

* Development and scheduling of training in response to technical and professional development needs based on new technologies and tracked

inquiries into the Help Center.

* Maintain an atmosphere of continuous learning through development of presentations, workshops, internal communication, FAQ’s, Q&A’s, Tips

and Tricks, etc.

* Assist in the evaluation and preparation of training formats, manuals, handouts, quick reference cards and documentation customized for A&B

course material.

• Stay abreast of new and emerging technologies and evaluate new software packages, tools and upgrades to existing software packages that may

prove useful to the firm.

* Assist with special projects and/or requests (ex. advanced features in software/application).

• Communicate with staff/attorneys to coordinate audio/visual needs for meetings in NYC Conference rooms.

• Setup and operate videoconference equipment during meetings.

• Assist with training staff and attorneys on use of audio/visual equipment for on/off site events.

• Perform routine support on computers, printers, and other peripherals, connecting to wireless network, clearing paper jams, replacing toner

cartridges, relocation and/or temporary setup of computer equipment, etc.

• Perform other departmental duties as required by supervisors.

REQUIRED SKILLS: 

Ability to communicate effectively with computer users regarding problems and questions. Ability to understand and translate technical material

for non-technical users. Excellent organizational skills for prioritizing projects. Thorough knowledge of Microsoft Office Suite and current Microsoft

server and PC operating systems. Knowledge of graphics software and relational databases. General knowledge of computer networking. Ability

to quickly learn new applications and upgrades to existing applications.

PHYSICAL REQUIREMENTS: 

* Repetitive motions – substantial movements of the wrists, hands and/or fingers.

* Crouching, kneeling, standing, climbing, stooping, walking, pushing, pulling and lifting (lifting to include movement of personal computers,

monitors and laser printers).

* Talking – expressing or exchanging ideas by means of spoken word. Ability to convey detailed or important spoken instructions to other workers

accurately.

* Hearing – ability to receive detailed information through oral communication.

EDUCATION AND EXPERIENCE REQUIRED: 

Ability to understand procedures and instructions specific to the area of assignment as would be acquired during four years of high school.

Associates or Bachelors degree is not required but preferred. Previous experience of 3 – 5 years of related experience. Previous experience in the

legal field preferred.

Major Software Company is seeking two Technical Support Account Managers, one in New York City and one in Chicago, to join their team.

Technical Account Managers (TAM) provide post-sale customer support as an assigned resource to Platinum Support Services customers. The TAM is the point person for deployment, implementation, maintenance and support for all Company products and solutions.

You will:

• Provide day-to-day assistance and communicating to an assigned Platinum Customer group in a timely manner
• Develop and foster strong customer relationships to achieve the highest level of customer satisfaction
• Understand customer requirements, their client/server infrastructure and proactively identifying upcoming needs
• Raise Service and Change Requests and identifying business critical issues to be Fast Tracked in order to manage customer expectations and satisfaction
• Understand and developing good working knowledge of current and future Company products
• Support: Interact with Technical Leads and add Solutions to the Knowledgebase
• Development: Interact with Development on Spikes and Fast Tracks
• Sales: Interact with Sales in managing the commercial relationship
• Product Marketing: Interact with Product Managers to provide customer and personal product observations and requests
• Marketing: Interact with Marketing on regional events and customer feedback

You have:

• A minimum of 4+ years of technical support and account/client management experience; preferably with complex software products to an IT-oriented customer base
• Strong verbal communications skills and demonstrated ability to write clearly and persuasively
• High energy, positive, “can-do” attitude, flexibility, teamwork, and attention to detail; high degree of initiative
• Experience supporting and delivering solutions in the following environments: Microsoft Windows 200x, Microsoft Office 20xx, and multi-user environments (i.e. Citrix, Terminal Services)
• Expert forensics experience with Microsoft Office and PDF documents is required
• Familiarity with Microsoft Server 200x, Microsoft Exchange 20xx and Microsoft SharePoint 20xx a plus
• Document Management System (DMS) experience with one or more of the following: HP Autonomy, Open Text, Microsoft SharePoint 2010, or equivalent
• Email Systems experience with one of more of the following: IBM Lotus Domino and Microsoft Exchange
• Experience with one or more of the following third party deployment tools: Active Directory, Altiris, SMS (SCCM), or a solid familiarity with MSI protocol, properties and switches
• Experience with SaaS (cloud computing) as a concept, and leveraging CRM systems for team productivity (SalesForce) in particular
• Experience with virtualization environments (such as VMware, HyperV)

You preferably have:

• Clear understanding of the software development lifecycle
• Experience of working with legal-sector clients
• Experience supporting Apple iOS devices, including Mac, iPhone, iPad platforms preferred
• 4+ years working in a law firm or corporate legal department

The Data Architect uses Microsoft SQL Server and related tools to manipulate, store, surface, and manage the firm’s data to enhance the business-related operations and financial reporting of the firm.

Functions:

• Devise an integration, storage, maintenance, and security strategy for the firm’s business-related data.
• Design, implement, and maintain SQL queries, stored procedures, views, and user-defined functions, both traditional T-SQL and .NET managed code. 
• Design, implement, and maintain a proprietary data warehouse to store compiled data. 
• Design, implement, and maintain SQL Server Integration Services jobs to extract, transform, combine and load data across a broad spectrum of business application relational databases, including accounting, human resources, legal personnel, marketing, etc.
• Design, implement, and maintain SQL Server Analysis Services cubes to compile data into logical components for analysis, processing, and reporting purposes. 
• Design, implement, and maintain Excel macros and PowerPivot tables to surface data in Microsoft Excel. 
• Design, implement, and maintain report templates in Crystal Reports format for financial report generation. 
• Analyze financial data and assist with the processing of data for external auditors and similar business needs. 
• Perform light ASP.NET and Windows Form programming as needed for data processing and reporting. Collaborate with and oversee the full-time programmers for heavier programming work. 
• Interface with team members, other accounting groups, the IT department, and other firm personnel to gather requirements and to support the accounting technology of the firm. 
• Analyze the business requirements of the firm as related to its business data needs. Evaluate and implement new software to fulfill those needs. 
• Create and maintain automated SQL Server Agent jobs and Elite Extend alert jobs. Monitor jobs for failures and issues, and remedy as needed. 
• Perform routine data maintenance tasks, such as archiving and destroying legacy data in accordance with the firm’s data retention policy. 
• Advise and collaborate with IT to maintain the data infrastructure of the firm. 
• Perform routine tasks as required to maintain, process, and report the firm’s financial data. 

Technical Expertise:

• Microsoft SQL Server 2008 R2 or 2012, including: 
• Transact-SQL (DDL and DML) 
• SQL Server Integration Services 
• SQL Server Analysis Services 
• SQL Server Reporting Services 
• Microsoft Excel 2010 or 2013, including: 
• Visual Basic for Applications 
• PowerPivot and DAX 
• Crystal Reports 
• Microsoft .NET 4.0 or 4.5, including:
• C# 
• ASP.NET 
• Entity Framework 
• LINQ 

Attributes

• Ability to collaborate and work well with team members, other accounting groups, the IT department, and other firm personnel. 
• Flexibility to work evenings and weekends as needed.
• Possesses a technical aptitude and a deep understanding of database technologies. 
• Possesses a basic understanding of the business operations of the firm, including billing, collections, accounts payable, general ledger accounting, financial reporting, marketing, new business intake, personnel administration, etc. 

Reporting

• Member of the Financial Systems group within the Accounting department. 
• Reports to the Manager of Business Systems, who in turn reports to the Director of Finance.