Desktop Support

1 month ago

Los Angeles, United States DBI Staffing Full time
Job DescriptionJob Description

Immediate start onsite 5 days

Provide accurate and timely deskside support to all personnel in the use of approved firm applications and hardware within a 24 by 7 law firm environment.

Responsibilities

  • Provide deskside technical support in a courteous and timely manner.
  • Troubleshoot problems with Windows-based workstations, custom applications, email, network and peripheral equipment.
  • Clearly document customer issue history and issue resolution in call tracking application.
  • Able to identify recurring problems and work toward root cause analysis with proactive preventative solutions.
  • Update the support knowledge base as new resolutions are discovered.
  • Maintain an expert-level knowledge of the platform s operating systems, standard applications, and computer hardware solutions in use at the firm.
  • Troubleshooting hardware and software issues on workstations, laptops and personal technology devices running Windows, Apple and Android operating systems.
  • Prioritize and escalate problems as required to the appropriate IT teams.
  • Update senior It management of VIP issues via VIP email template.
  • Collaborate with other IT teams as needed to determine and resolve issues.
  • Actively monitor work queues for timely completion of customer requests.
  • Pre-meeting conference room set up and support of audio/visual equipment as needed.
  • Provide training to new technical support analysts.
  • Participate and lead on special projects.
  • Process forms for loaner equipment and tracks the equipment when due for return.
  • Arrive to work on time and takes lunch break during scheduled hours to ensure no loss of phone coverage.

Qualifications

  • Bachelor s degree
  • 5 years minimum experience in technical support
  • Superior analytical and problem-solving skills.
  • Ability to manage multiple, often competing priorities and tasks and follow through to completion on strict deadlines.
  • Excellent written and verbal skills.
  • Friendly presence and helpful attitude; good interpersonal skills
  • Ability to work overtime as needed.
  • Experience working with C-level executives
  • Strong knowledge of Windows 10/11.
  • Expert Microsoft Office knowledge.
  • Experience in a Citrix or VMware environment.
  • Knowledge of Windows networking fundamentals, including routing, TCP/IP, DNS & DHCP.
  • Familiarity with end-user technologies (i.e., Phones, iPads, Android-based phones).
  • Strong knowledge of Document management systems.
  • Intermediate knowledge of MacOS and iOS.

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