IS Support Specialist

Summary:

Gibson Dunn is a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm’s work is distinguished by a unique combination of precision and vision.

Based in Hong Kong, the IS Support Specialist is a second level support role with the primary responsibility of providing technical support to customers along with operational and administrative support for IS functions in the assigned Gibson office(s). The assigned person will actively participate in maintaining and improving the timeliness and quality of IS support provided to all customer constituencies within assigned office(s)

This role is an on-site position.

Responsibilities include:

• Provide timely delivery of IS services, including basic hardware and software troubleshooting.


• Interact professionally with all customer constituencies, in person when at all possible.


• Assist with deploying, configuring, and maintaining end-user equipment (PCs, printers, laptops, smartphones) and conference room AV systems.


• Perform effectively as a second level technical resource to resolve customer issues


• Listen attentively to the problem/issue described by the customer and log all pertinent information into our call tracking program, ServiceNow


• Escalate interactions appropriately and collaborate with senior team members to resolve more complex problems.


• Contribute to and follow documented procedures; help create and update knowledge articles in ServiceNow.


• Promote effective utilization of firm provided software applications to customers


• Support software installations and updates, including Microsoft 365 applications and device management tasks as directed.


• Assist with maintaining accurate equipment inventory records in the Asset Management System.


• Participate in IS projects as an active team member, completing assigned tasks on schedule.


• Must have strong organizational skills and be able to prioritize work efficiently,


• Adhere to firm wide and departmental standards, policies and operational guidelines.


• Provide occasional support outside normal business hours as required.


• Provide support, setup, installs, operates, tests and troubleshoots audio and visual equipment, collaboration technologies (Zoom/Cisco Rooms, Teams) including setting up equipment used to enhance live events (townhall meetings/webinars, etc.) such as laptops, projectors, screens and microphones.

Qualifications:

• Strong verbal, written, interpersonal and team skills; customer-focused mindset.


• Basic to intermediate knowledge of Windows 11; familiarity with MacOS and iOS is a plus.


• Exposure to Microsoft 365 (Outlook/Teams/OneDrive) and an interest in learning Exchange Online, Intune, and SCCM.


• Foundational understanding of computer hardware, printers, smartphones, and audio-visual equipment; willingness to learn more.


• Demonstrable problem solving ability.


• Collaborative team player able to build positive working relationships.


• Calm and professional under pressure; adaptable to changing business needs.


• Physically able to move and set up equipment.

Experience:

• Bachelor’s degree in a related field is preferred or technical school training with equivalent experience is also considered.


• Experience in the legal industry is a plus, not required.


• 1-3 years of relevant technical support or service desk experience preferred.

Gibson Dunn will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of local law.

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For technical difficulties with our online application, please contact us at [email protected]. Our recruiting support team will respond as soon as possible.

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Gibson Dunn is committed to ensuring equal employment opportunities for all qualified applicants, including individuals with disabilities.  We strive to ensure an inclusive and accessible hiring experience.  The Firm will provide reasonable accommodations to qualified individuals with disabilities to enable participation in the application and recruitment process, unless doing so would impose an undue hardship, in accordance with applicable laws and regulations.
 
If you require a reasonable accommodation to complete an application, participate in an interview, or otherwise take part in the recruitment process, please contact us at [email protected]. Please note, this is a dedicated email inbox established exclusively to assist applicants with accommodation request related to the recruitment process.  Inquiries about the status of an application or other non-accommodation matter will not receive a response.