End-User Technology Specialist

1 week 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 Support Technician

FLSA Status: Non-Exempt

Department: Information Technology

Reports To: Service Desk Manager

Position Summary: This role is essential for delivering technology support to end-users within a dynamic professional setting. The technician will oversee the imaging, configuration, management, and upkeep of sanctioned devices, peripherals, and software applications to enhance the end-user experience. Additionally, this position is responsible for maintaining accurate inventory records to ensure effective asset life-cycle management of all technology resources owned by the organization. The technician will also manage, document, and implement designated software applications while resolving issues, identifying trends, advocating for customer and departmental technology needs, and maintaining firm assets.

Key Responsibilities: Core responsibilities of this position 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 current organizational image and ensuring firmware and drivers are current.
  • Providing technical guidance and mentorship to Service Desk staff, assisting colleagues in resolving support issues
  • Participating in special projects and serving on manager-appointed task forces
  • Contributing to the departmental Knowledge Base and other user education materials (e.g., FAQ Bulletins, Tips, instruction sheets, etc.)
  • Acting as a Subject Matter Expert (SME) on assigned applications, processes, and hardware
  • Assisting with customer support on the Service Desk as needed
  • Attending training sessions to enhance knowledge of organizational software and processes
  • Leading or assisting in training workshops for end-users or Service Desk colleagues
  • Developing and maintaining comprehensive knowledge of supported applications, relevant products, current support policies, and methods of support delivery
  • Creating clear and concise technical documentation
  • Maintaining inventory control of essential operating supplies and initiating equipment maintenance and calibration through approved vendors.
  • Providing detailed and high-quality incident tickets to ensure proper use of logs and tracking tools.
  • Conducting or assisting in the analysis of end-user issues/complaints and delivering appropriate remediation and responses.
  • Assisting with inquiries regarding desktop applications, configurations, and how-to questions, dispatching tickets accordingly.
  • Upholding performance standards, implementing and ensuring compliance with operating policies, procedures, and best practices, and meeting or exceeding customer expectations for quality, service, and timeliness.
  • Offering technical or procedural guidance to team members.
  • Monitoring support activities for the customer base and informing relevant parties of any observed trends in calls received or solutions employed.
  • Effectively communicating to keep management informed by submitting reports on special or urgent projects, sensitive issues, or changes, and recommending specific action plans to address or improve operating conditions.
  • Consistently exemplifying the highest levels of customer service, advocacy, and professionalism
  • Researching and providing 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, complete, and up-to-date inventory records of all organizational computers and related hardware.
  • Providing presentation support on 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
  • Ability to meet deadlines while maintaining attention to detail
  • Strong technical written and verbal communication skills
  • Collaborative team-oriented attitude
  • Exceptional customer service skills
  • Project Management experience
  • Bachelor's degree preferred
  • Must carry a Firm-provided mobile communications device.
  • Occasional requirement to work beyond 37.5 hours a week
  • Some travel to other Firm locations and/or remote training facilities may be necessary
  • Interpersonal skills necessary to communicate effectively 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:

  • Ability to see
  • Good hearing and clear speaking voice
  • Dexterity with hands and fingers
  • Must be able to lift light weights such as PC equipment, printers, and other hardware

Working Conditions: Normal office environment with minimal exposure to excessive noise and temperature.

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