Client Services Specialist

ABOUT THE OPPORTUNITY: The Client Services Specialist is responsible for resolving support requests received through helpdesk tickets, email, and phone for our enterprise hosted environment. Requests include user administration, processing digital evidence, application administration, and troubleshooting desktop, network, storage, database, server, and application issues. Success in this position will require excellent communication and documentation skills, continuous learning, and teamwork.

PRIMARY DUTIES:

·        Support eDiscovery applications and services hosted by FTI Technology

·        Administer users through Active Directory, Centrify, and other application administrative interfaces

·        Troubleshoot and resolve application issues for hosted applications and supported infrastructure

o   Microsoft Windows Server 2016

o   Microsoft SQL Management Studio

o   Microsoft SharePoint

o   Juniper Citrix and VPN

o   Centrify Identity Services

o   Radiance eDiscovery

o   Ringtail eDiscovery

o   Relativity eDiscovery

o   Nuix eDiscovery Workstation

o   GlobalScape EFT File Transfer

o   Aspera File Transfer

o   ManageEngine AD Self-Service Plus

o   Salesforce Helpdesk

·        Provide desktop support for operating systems and browsers that are supported by the hosted applications.

·        Manage digital evidence, media handling and network data transfers

o   Document and maintain chain of custody records and other asset management inventory records

o   Copy data between external media and the enterprise storage infrastructure

o   Copy data between internal network storage locations.

o   Download and upload data to/from FTI Technology and Customer file transfer sites.

o   Create, extract and verify compressed archives

o   Work with various forms of data encryption

o   Import data into the hosted eDiscovery applications

o   Work with 3rd party vendors to ensure rapid turnaround and cost control

o   Ensure proper, secure, and authorized disposal or return of all digital media

o   Performing routine audits of digital media

o   Professionally ship and receive removable digital media.

·        Adhere to service level standards and provide an exceptional customer experience.

·        Manage support requests received by telephone and helpdesk ticketing systems.

·        Provide telephone support for end users

·        Initiate proactive customer notifications

·        Follow standard operating procedures to ensure prompt and accurate resolution of technical challenges and business issues

·        Participate in the team training program and stay up-to-date on new applications, technologies, and environments.

·        Participate in the team after hours on-call rotation

·        Perform other duties as assigned.

BASIC QUALIFICATIONS:

·        Minimum of 2 years of Computer Helpdesk/Application Support or relevant IT experience

·        Effective verbal and written communications skills (English Language)

PREFERRED SKILLS:

·        BS or BA degree or commensurate work experience

·        Microsoft Technology Certifications

·        Amazon Web Services Certifications

·        Certifications for use or administration of listed supported applications.

·        Experience with helpdesk ticketing systems and providing phone support

·        Experience supporting customer experience initiatives and serving as an advocate

·        Knowledge and experience supporting web-based applications

·        Experience working with Active Directory, Windows Server OS, Microsoft IIS, Citrix, and Microsoft Office in an enterprise/ASP environment

·        Experience working with Microsoft SQL including SQL Management Studio and the ability to write basic SQL Queries

·        Knowledge and skills in a broad range of computer storage devices, computer hardware, and operating systems, including;

o   PC Hardware and Software troubleshooting

o   Remote Desktop applications

o   Network file transfers

o   File systems, including metadata, formats and directory structures

o   External Storage devices (USB, eSATA, Etc.)

o   Microsoft Office applications

o   Compressed file applications (WinZip, WinRAR, 7-Zip)

o   Encryption applications and technologies

·        Working knowledge of Evidence/Asset Management and Chain of Custody

·        Strong understanding of data classification and handling in the context of information security. (Authentication Verifier, Gramm-Leach-Bliley, Protected Health Information ("PHI")(HIPPA), International Traffic in Arms Regulations (ITAR), Federal Tax Information ("FTI"), Personally Identifiable Information (PII), Payment card information (PAN), etc).

·        Ability to promote and foster a positive work environment

·        Self-motivation and detail oriented with excellent people and time-management skills

·        Ability to effectively prioritize and escalate customer issue to provide superior client service in demanding, deadline-driven situations

·        Efficient and effective problem resolution abilities; ability to think clearly under pressure

·        Ability to lift boxes or packages weighing up to approximately 25 lbs.

·        Ability to take ownership of an issue, problem, or task and see it through to completion

·        Flexible team player attitude willing to work OT and any shift

·        Willingness to change shifts based on business needs

POSITION CLASSIFICATION:   Non-exempt

FTI Consulting is an Equal Opportunity Employer