Support Technician

3 weeks ago

Irvine, United States ExecuSource Full time
Position: IT Support Technician
Location: Irvine, CA with some travel
Role: Full-Time/ Perm

Position Responsibilities:

  • Deliver exceptional customer service.
  • Spend approximately 90% of the time on phone support with end-users, with the remaining time addressing other requests.
  • Collaborate effectively and earn the respect, trust, and confidence of the Firm's attorneys and professional staff.
  • Handle daily responsibilities including answering first-line service desk calls, responding to emails, and managing ticket requests for service across all office locations. This includes issues related to computer systems, software, hardware, and remote access.
  • Follow up on outstanding requests to ensure timely resolution.
  • Provide support for audio and video equipment in conference rooms.
  • Install, modify, and repair computer hardware and software.
  • Support iOS and Android mobile devices.
  • Manage office moves and conference room technology setup, particularly for the Atlanta or Irvine offices.
  • Adhere to the company's asset management procedures, including intake of new equipment, relocation of existing equipment, and retirement of end-of-life equipment.
  • Complete special projects and occasionally participate in after-hours testing for system updates or deployments.
  • Assist users with personal hardware as needed to access firm resources.
Personal Attributes:
  • Strong commitment to integrity, exceptional judgment, and the highest ethical standards.
  • Excellent written and verbal communication skills, with the ability to effectively interact with others.
  • Capability to thrive in a fast-paced, service-oriented environment, manage multiple projects daily, and adapt to shifting priorities.
  • Quick to grasp and implement new concepts.
  • Highest level of diplomacy, tact, and discretion, particularly in handling and maintaining confidential information.
  • Continuous interest in personal and professional development and training.
  • Ability to quickly learn and master new applications and software.
  • Proficiency in communicating technical information, both verbally and in writing, to a diverse range of end-users.
Requirements:
  • Proficiency in both English and Spanish.
  • High school diploma or equivalent, with at least two years of focused Service Desk experience, preferably in a law firm setting; or an equivalent combination of education and experience. Certifications such as Microsoft Office, MTA, MCSA Windows 10/11, or COMPTIA A+ are desirable.
  • 1-3 years of experience in a Microsoft environment.
  • Willingness to participate in rotating on-call and after-hours support.
  • Experience supporting or utilizing administrative features for various applications, including Aderant, Intune, iManage, Mimecast, VPN, Windows LAPS, LogMeIn/GOTO remote management, ZOOM meetings and phones, Office 365, Adobe Acrobat DC, BigHand Dictation, Workshare, FortiClient, OKTA, JIRA, BitLocker, and Internet browsers.
  • Proficiency with Microsoft Office 365 and Active Directory.
  • Familiarity with Dell hardware, printers, scanners, and computer peripherals.Strong knowledge of mobile operating systems, including iOS (iPhone & iPad) and Android.
  • Understanding of client PC connectivity, including Ethernet, TCP/IP, and VPN.
  • File server knowledge.
  • Experience with SCCM and AutoPilot imaging.


#IT123

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