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Client Technology Consultant

2 months ago

Austin, Texas, United States Jackson Walker Full time
Job Overview

Please note that Jackson Walker is not currently accepting search firm submissions in connection with this opening.

Position Title: Desktop Engineer

Employment Classification: Non-Exempt

Department: Information Technology

Reporting To: Service Desk Manager

Role Summary: This position is dedicated to providing comprehensive support for end-user technology within a dynamic professional setting. The Desktop Engineer will be responsible for the imaging, configuration, management, and upkeep of authorized hardware, peripherals, and software applications essential for end-user operations. Additionally, this role involves maintaining asset life-cycle management through meticulous inventory records that accurately reflect all technology assets owned by the organization. The Desktop Engineer will also oversee the management, documentation, and implementation of designated software applications, while addressing issues, identifying trends, advocating for customer and departmental technology needs, and ensuring the maintenance of organizational assets.

Key Responsibilities: The primary duties of this role include, but are not limited to:

  • Delivering exceptional, customer-oriented technology support
  • Conducting technical troubleshooting, analysis, diagnostics, and problem-solving related to hardware and software
  • Evaluating, learning, and deploying new and updated software solutions
  • Monitoring and resolving issues with desktop operating systems, hardware, drivers, and software applications
  • Imaging computer devices with the latest firm image and ensuring firmware and drivers are current.
  • Providing technical guidance and mentorship to Service Desk staff, assisting colleagues in resolving support challenges
  • Participating in special projects and serving on task force teams as appointed by management
  • Contributing to the departmental Knowledge Base and other user education materials (e.g., FAQ Bulletins, instructional guides)
  • Acting as a Subject Matter Expert (SME) on assigned applications, processes, and hardware
  • Supporting customer inquiries on the Service Desk as needed
  • Engaging in training sessions to enhance knowledge of firm software and processes
  • Leading or assisting in training workshops for end users or Service Desk colleagues
  • Developing and maintaining a thorough understanding of supported applications, relevant products, current support policies, and delivery methods
  • Creating clear and concise technical documentation
  • Managing inventory control of essential operating supplies and initiating equipment maintenance through approved vendors.
  • Ensuring high-quality detail in incident tickets to guarantee proper use of logs and tracking tools.
  • Assisting in the analysis of end-user issues and facilitating appropriate remediation and responses.
  • Addressing caller inquiries regarding desktop applications, configurations, and troubleshooting, dispatching tickets as necessary.
  • Upholding performance standards, implementing and ensuring compliance with operational policies, procedures, and best practices, while meeting or exceeding customer expectations for quality and service.
  • Providing technical or procedural support to team members.
  • Monitoring support activities for the customer base and informing relevant parties of any trends in calls or solutions being utilized by the end-user community.
  • Effectively communicating with management by submitting reports on special or urgent projects, sensitive issues, or changes, and recommending action plans to improve operational conditions.
  • Consistently demonstrating high levels of customer service, advocacy, and professionalism
  • Researching and delivering precise, accurate technical solutions to end users promptly
  • Participating in the after-hours support program
  • Installing, supporting, and troubleshooting hardware, software, printing, or approved mobile devices for all personnel
  • Coordinating the shipping and receipt of hardware while maintaining detailed documentation
  • Maintaining accurate and up-to-date inventory records of all firm computers and related hardware.
  • Providing presentation support both on-site and off-site
  • Performing all other duties as assigned

Required Knowledge, Skills, and Abilities:

  • Experience in Desktop Support within a corporate environment
  • Ability to make prompt and clear decisions
  • Capability to meet deadlines while maintaining attention to detail
  • Strong technical written and verbal communication skills
  • Collaborative team-oriented attitude
  • Excellent customer service skills
  • Project Management experience
  • Bachelor's degree preferred
  • Must carry a Firm-provided mobile communications device.
  • Occasional requirement to work beyond standard hours
  • Some travel to other locations and/or remote training facilities may be necessary
  • Interpersonal skills necessary for effective communication with a diverse group of customers, attorneys, and staff
  • Other duties as assigned by the employer

Technical Certifications Required: M365: Endpoint Administrator

Technical Certifications Preferred: CompTIA A+, MD-102 Endpoint Management, AZ-900 Azure Fundamentals

Physical Requirements:

  • Good vision
  • Clear hearing and speaking ability
  • Dexterity with hands and fingers
  • Ability to lift light weights such as PC equipment, printers, and other hardware

Work Environment: Standard office setting with minimal exposure to excessive noise and temperature variations.