IT Support Technician

2 weeks ago

California, United States TriHire Solutions Full time

Position Overview:

The IT Support Technician provides essential 2nd and 3rd level assistance to the user base. This role encompasses the daily deployment, upkeep, and support of desktop systems. Additionally, the technician will manage operational tasks within the office as required, engage in project work, investigate issues, and handle requests for equipment relocation and replacement. Collaboration with the Helpdesk and other IT departments is crucial to ensure efficient and dependable service delivery.

Key Responsibilities:

  • Install, configure, and troubleshoot desktop and laptop hardware, peripherals, operating systems, and essential business applications.
  • Diagnose client-side network connectivity challenges, addressing both hardware (NIC/cabling) and software (application connectivity to servers/Internet).
  • Set up and resolve issues with both HP network and local printers.
  • Facilitate interoffice computer equipment relocations and onboarding setups for new employees.
  • Address remote access complications, both software and hardware-related.
  • Configure and troubleshoot various mobile devices.
  • Investigate and rectify software/hardware discrepancies through OEMs, vendors, and technical documentation, while directing other issues to the appropriate personnel when necessary.
  • Oversee the Desktop ticket queue, responding promptly to requests and keeping users informed of progress and resolutions, all while adhering to the firm's service level agreements.
  • Thoroughly document each case in the ticket management system, noting all updates and providing a comprehensive final resolution.
  • Execute audio-visual setups, including video conferencing, LCD projectors, laptops, and live webcasting configurations, ensuring successful meeting launches by collaborating closely with AV and local Conference Service teams.
  • Maintain and document inventory and supply requirements for monitors, keyboards, mice, and other peripherals.
  • Coordinate with Operations regarding all equipment relocations, setups, and moves.

Qualifications:

  • Preferred Bachelor's degree. MTA/MCSA certification and specialized computer training are advantageous.
  • Minimum of 3 years of desktop support experience in a professional services environment; experience in a law firm is preferred.
  • Strong computer skills, including proficiency in Windows 11, Active Directory, O365, iManage, Intune Company Portal, Microsoft Authenticator, System Center Endpoint Protection, Citrix, and VPN. Familiarity with hardware such as desktops, laptops, smartphones, HP printers, and scanners is essential.
  • Ability to quickly learn and master new applications and software is critical.
  • Exceptional problem-solving and analytical skills related to hardware and software.
  • Proven experience with rollouts, migrations, and upgrades is required.
  • Excellent written and verbal communication abilities.
  • Strong organizational and administrative capabilities.
  • Meticulous attention to detail and a commitment to seeing tasks through to completion.
  • Creative problem-solving skills, logical reasoning, and analytical thinking.
  • Ability to work effectively under pressure, prioritize competing demands, and meet various deadlines.
  • Demonstrated ability to interact and collaborate professionally with colleagues at all levels.
  • Capacity to work independently as well as part of a team.
  • Outstanding customer service orientation.
  • Enthusiastic, proactive, and positive demeanor.
  • Self-motivated to deliver high-quality work.
  • High level of integrity and honesty.
  • Willingness to work overtime when necessary.

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