IT Desktop Support Specialist, Austin, Texas

** IT Desktop Support Specialist, Austin, Texas**

**Job Category****:** Information Technology - IT Customer Support **Requisition Number****:** ITDES001531 Showing 1 location **Job Details**

**Description**

The Austin office of Baker Botts L.L.P. seeking a highly motivated IT Desktop Support Specialist for our IT department. The IT Desktop Support Specialist, under the supervision of the Regional IT Manager, will provide full IT Desktop support to the Austin office. The person in this role will have other principal relationships with: IT Managers & Staff in all offices; Applications Development/Web Development staff; Office Administrators and support staff in all offices; Client Relations; Attorney Employment, and Knowledge Services. This is a full-time, non-exempt position with excellent benefits.

**Purpose of the Desktop Support Specialist role:**

* Provides direct support for the information technology needs of our office.

* Works as an advocate for the technology needs of their office.

* Works with internal IT teams to test new offerings and resolve technology issues.

* Serves as a liaison between IT and non-IT staff.

* This includes (but is not limited to) the configuration, setup, maintenance and support of various hardware and software solutions:

* Computing devices: laptops, desktops, tablets including peripherals (monitors, printers, headsets, etc.)

* Communication devices: cellular/ smartphones, IP based desk phones, soft phone / presentation technologies (Teams)

* Conferencing / meeting rooms: audio visual (AV) and video conferencing (VC) technologies using integrated and ad-hoc systems (monitors, projectors, microphones, speakers, conference phones, etc.)

**Essential Duties and Responsibilities:**

* Responsible for providing a high level of technology support for the business in line with the expectations of the firm.

* Act as a technical escalation point for the Support Desk working within the Information Technology team

* Provides direct internal customer support using desk-side visits, telephone, and remote management tools to resolve technology support issues

* Build, manage and support customer end point computing devices (computers, tablets, mobile phones, IP based desk phones, printers, etc.).

* Updates and resolves support tickets assigned to them or their group within SLA guidelines and ensures best practice ticket handling processes

* Troubleshoot and repair firm-issued computing devices

* Provide support for Audio Visual and Video Conferencing needs in conference rooms including coordination of multi-office meetings

* Will assist with some Technical administration including managing Active Directory groups, User account maintenance, etc.

* Escalates issues to appropriate Technical Resources and / or Manager

* Help maintain and administer local systems to the office (Security systems, etc.)

* Provides visible floor and desk side support to the users as needed

* Work with other IT staff to accomplish support needs

* Provide Remote hands services to various IT teams

* Provide occasional support for off-site / temporary sites

* Assists with maintaining all of the office technology systems - including but not limited to - computers, tablets, mobile phones, IP based desk phones, printers, etc.

* Assist with coordinating equipment repairs / RMAs with vendors and suppliers

* Assist with coordination of inventory distribution and allocation to lawyers and staff during hardware and software upgrades

* Maintains inventory records for technology equipment - including but not limited to - computers, tablets, mobile phones, IP based desk phones, printers, etc. and checks out equipment as required

* May coordinate equipment rentals required for trials, summer programs, etc.

* Maintain a loaner pool of equipment for various needs

* Performs other duties as requested by the I.T. Manager, I.T. Director or other firm managers.

**Qualifications**

**Education:**

* Bachelors Degree preferred or equivalent professional experience required

**Experience:**

* Minimum of 4 - 6 years of relevant experience with IT desk-side support in a professional environment

**Required Knowledge, Skills and Abilities:**

* Excellent interpersonal and customer handling skills

* Highly self-motivated and the ability to operate independently, while ensuring that management lines are retained, and standard processes and policies are enforced

* Ability to interact effectively with customers at all levels within an extremely fast-paced environment

* Ability to quickly isolate and resolve computer related problems

* Ability to expertly handle competing priorities including proper communication and expectation setting with customers

* Possession of excellent diplomacy skills

* Possession of excellent oral and written communication skills

* Possession of excellent attention to detail

* Exhibits role model behavior in using firm standard technology systems, products and tools

* Strong working knowledge of end-user computing hardware (computers, tablets, mobile phones, IP based desk phones, printers, etc.

* Experience with installing, configuring and troubleshooting Microsoft Windows 10 (required)

* Experience with configuring and troubleshooting Microsoft Office products with a strong focus on Outlook and Word in a legal environment

* Experience with the setup, configuration, and diagnostics of PC hardware (required) - (Dell laptops a plus)

* Experience with troubleshooting of LAN (wired and wireless), WAN, and WWAN technologies

* Experience with working in Active Directory for user and computer group management

* Experience with using a call management system / ticketing system and commitment to following proper ticket handling procedures (updating status, detailed notes, commitment to SLAs)

* Experience with using various physical meeting room tools like integrated and stand-alone AV systems, projectors, microphones, etc.

* Experience with using various collaboration tools like Teams etc.

* Experience using network shares and remote file storage applications

* Experience with supporting customers over the phone with and without remote support tools

**Preferred Knowledge, Skills and Abilities:**

* Strong working knowledge of image based deployment methods

* Strong understanding of Citrix based environments / streaming applications

* Experience using iManage / FileSite or other DMS (Document Management System)

**Fiscal responsibility (Budgeting responsibilities, approval privileges on purchase orders and check requests, reporting and auditing functions.):**

* None but may be asked for recommendations on equipment.

**Extent of Contact (Within and outside the Firm):**

- Extensive contact with lawyers, managers and staff relating to support issues

- High level of contact with other domestic IT Managers and IT Staff relating to technical setup/support issues

- Occasional vendor contact relating to technical equipment and cabling infrastructure needs

- High level of contact with all other departments within the office regarding the following:

* Scheduling moves

* New user setups and terminations

* Answering questions

**Physical demands (Walking, lifting, equipment, operation, etc.):**

* Moderate physical activity is required during hardware rollouts

* Long periods of time spent working at computer workstation

* Must be able to move technology equipment (computers, phones, tablets, printers, etc.)

* Must be able to assist with physical installation of server & network infrastructure components

* Must be able to connect network and power cords under furniture and tables as necessary

**Working conditions and environment (i.e., necessary travel, unusual work hours, unusual environmental conditions, etc.):**

* Work is normally performed in a typical office environment

* Occasional travel to other Baker Botts offices may be required

* Position often requires hours in excess of standard workday and work week to ac