Technical Support Specialist

2 weeks ago

Honolulu, United States Dentons Full time
Dentons US LLP is currently recruiting for a Technical Support Specialist for our Honolulu office. This position will provide the local office users with technical assistance, advice and where necessary training regarding the LAN/WAN, hardware & software environments including but not limited to desktop/laptops, IP Telephony system & AV Video Conference systems.
Responsibilities
  • Provide full range of IT support (Windows 7, Windows 10, mobile devices) in line with "service excellence" and global standards to users in the Honolulu office, as required.
  • Respond to customer/user support needs, inquiries, and requests promptly and professionally
  • Follow through on assignments and issues pertaining to internal customers
  • Perform software/hardware installation and support
  • Responsible for incident tracking and meeting SLAs in Honolulu office and be responsible for resolving service desk tickets.
  • Ensuring that incident queue management goals are met.
  • Ability to work through complex problems and multitasking.
  • Main point of contact for all Honolulu office related IT needs and communicate with firm-wide IT staff, IT Client Services management, and local Office Administrator as necessary.
  • Act as an escalation point for any problems in the Honolulu office to resolve and work with firm-wide IT staff and Client Services management to resolve.
  • Work closely with the local Office Administrator to assist in Client meetings and Audio Visual setups in the Honolulu office.
  • Work with the Regional TSS Lead and other IT teams to continually improve the service offered in the Honolulu office.
  • Willing to learn new technologies and work to improve existing technology operations.
  • Responsible for following Dentons imaging procedures as well as inventory, resource and asset management in the Honolulu office.
  • Assist with and organize local office projects that require IT assistance, supervising firm-wide IT directed projects locally and responsible for move, add and change requests for the Honolulu office.
  • Adhere to all local and regional IT operational standards and procedures.
  • Other duties as assigned to fully meet the requirements of the position.
Experience & Qualifications
  • 3+ years in End User Support experience.
  • Strong oral and written communication and interpersonal skills
  • Ability to provide after-hours emergency support
  • Ability to interact with all levels of personnel as an advocate for user interest.
  • Willing to learn new technologies and work with the IT team to provide input on improvements to existing systems.
  • Strong knowledge of Microsoft Office 2010 and 2016. Windows 7 and Windows 10 operating systems. Windows Server 2012 and Print Server Management. Active Directory, MobileIron, RSA Console and other systems including Wi-Fi, printing and Cisco phones.
  • Experience with remote access technologies and mobile devices
  • Self-directed, independently motivated and able to work well with minimal supervision.
  • Ability to build strong relationship with our TSS members and firm-wide IT Staff.
  • Associate's degree or equivalent experience required.
  • Professional appearance and presentation required
  • Experience in working in a dual reporting structure. Although this position reports to the IT Client Service Manager, the individual will receive direction from the local Office Administrator and be responsible for following up with the local Office Administrator and firm-wide IT management.

Dentons offers a competitive salary and benefits package including medical, dental, vision, 401k, profit sharing, short-term/long-term disability, life insurance, tuition reimbursement, paid time off, paid holidays and discretionary bonuses.

Dentons US LLP is an Equal Opportunity Employer of Individuals with Disabilities and Protected Veterans. We are an Affirmative Action Employer. Pursuant to local ordinances, we will consider for employment qualified applicants with arrest and conviction records.

About Dentons

Across over 80 countries, Dentons helps you grow, protect, operate and finance your organization by providing uniquely global and deeply local legal solutions. Polycentric, purpose-driven and committed to inclusion, diversity, equity and sustainability, we focus on what matters most to you. www.dentons.com

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