ISSupportSpecialist

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