IT Support Specialist

2 weeks ago

Washington, United States SourcePro Search Full time

SourcePro Search is currently seeking a Deskside Support Technician with a CompTIA A+ or equivalent certification. The ideal candidate should possess at least 2 years of experience in assisting end users, diagnosing hardware and software problems, and setting up PC and peripheral devices in a professional services setting.

Key Responsibilities:
- Deliver desk-side technical support, offering both hardware and software assistance to users.
- Install standard software on company computers.
- Provide technology support and services to staff and clients.
- Set up and configure hardware, including desktops, laptops, Wyse terminals, and printers.
- Support both firm-owned and personal mobile devices.
- Image computers from the network imaging server and install necessary post-image software tailored to user requirements.
- Troubleshoot and resolve service issues, including network connectivity, hard drive, display failures, and printer malfunctions. Supply alternate equipment to minimize work disruptions.
- Execute firm-wide rollouts and upgrades, coordinating with employees to collect old equipment and replace it with new devices.
- Participate in firm-wide migrations by providing pre- and post-migration support.
- Maintain an inventory of hardware assets such as laptops, desktops, monitors, and mobile devices.
- Manage onboarding and offboarding processes for employees, including training on hardware and software usage, VPN, and remote access. Ensure proper configuration upon allocation and return of equipment, adhering to departmental backup protocols.
- Monitor the ticket queue, document problem resolutions, and ensure knowledge transfer to fellow technicians while responding to user support requests.
- Provide after-hours support, typically via phone, during on-call rotations, and travel to the office as needed during late hours or weekends.
- Flexibility to work overtime, including nights and weekends, serving as essential personnel during emergencies or inclement weather.
- Set up regular meetings according to firm standards, including video conferences, projectors, loaner equipment, and network connections for presentations.
- Assist Level 3 teams with specialized processes when necessary.
- Perform additional duties as assigned.

Qualifications:
- Minimum Education: High School diploma or GED.
- Certification: CompTIA A+ or equivalent certification.
- Experience: At least 2 years of experience in end-user support, troubleshooting hardware/software issues, and installing PC and peripheral devices.
- Proficiency in MS Windows, Office, device configuration, troubleshooting, OS configuration, network printing, and hardware/software installation.
- Excellent verbal and written communication skills.
- Strong organizational abilities.
- Self-motivated, detail-oriented, and capable of working efficiently and accurately.
- Exceptional customer service skills and the ability to build relationships with business professionals.
- Effective communication with clients, lawyers, business professionals, and third parties.
- Ability to produce deliverables, respond to phone calls, and handle correspondence efficiently.
- Commitment to delivering timely, accurate, and high-quality work.
- Ability to meet deadlines and perform work duties as required.
- Foster positive working relationships and comply with all firm policies and practices.
- Engage in both physical and sedentary activities, including extended periods of computer work, participating in digital meetings, and attending necessary meetings.
- Perform all other assigned duties, tasks, or projects.

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