Desktop Support Specialist

3 weeks ago

San Francisco, United States The Phoenix Group Full time

JOB RESPONSIBILITIES

  • Oversee and prioritize incoming Service Desk tickets. Provide consistent written or verbal updates to users, maintain detailed and clear ticket notes, and ensure timely ticket resolution.
  • Stay informed about supported hardware and software, and understand how different departments and teams utilize these tools in their business processes.
  • Quickly deliver Level II and Level III technical support, including installation, configuration, troubleshooting, and resolution for PCs (laptops and desktops), printers, applications, smartphones, mobile devices, telephones, remote access, and document transfers across all Service Desk channels.
  • Record all support interactions and their outcomes in the incident tracking database.
  • Organize and manage multiple tasks from start to finish, including setting expectations, communicating progress and challenges, identifying and escalating risks, and prioritizing tasks.
  • Provide backup support for the IT Support Analyst team in the Service Desk call center.
  • Identify opportunities to assist attorneys and staff in optimizing the use of existing technologies to enhance their workflow in delivering legal services. Document successful implementations for future reference.
  • Ensure compliance with security measures, policies, and procedures to protect the integrity and access of enterprise systems, files, and firm data. Foster a culture that prioritizes information security within IT architecture and business operations.
  • Help assess and document the support implications of new technologies and planned software upgrades as needed.
  • Coordinate the prompt repair of hardware with external vendors, monitor inventory levels, verify invoices, and maintain hardware and software inventories for the office.
  • Provide support for all audio/visual needs in the local office. Collaborate with the Lead AV Specialist and colleagues across all offices to ensure meetings are set up on time and run smoothly. (Note: This does not apply in Seattle.)
  • Be available for travel, after-hours support, and non-business hour work as required.
  • Assist with additional special projects, tasks, and support as assigned.


Qualifications:

  • 3+ years of experience in a law firm providing direct hardware and software support.
  • 3+ years of experience in knowledge transfer and technical training preferred.
  • A+ Certification is a plus.
  • GED/High School Diploma required; Bachelor’s degree preferred.
  • In-depth knowledge of desktop, laptop, mobile device, printer support, various Windows OS, and Microsoft 365/Office Suite.
  • Strong troubleshooting, decision-making, follow-up, and prioritization skills; proven ability to exercise good judgment.
  • Persistent problem-solving skills with a keen attention to detail and quality control.
  • Exceptional organizational, interpersonal, and customer service skills; ability to remain calm and focused in stressful situations.
  • Proven ability to quickly learn new technologies, understand their value, and share that knowledge with others.
  • Excellent verbal and written communication skills, with the ability to interact effectively with all levels within a professional services organization, addressing stakeholders' requirements, expectations, and risks.
  • Strong interpersonal skills; a collaborative team player

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