IT Support Technician
2 weeks ago
The Desktop Support Specialist plays a crucial role in delivering technical assistance to both local and remote users while ensuring the functionality of essential equipment.
Key Responsibilities:
- Provide comprehensive support via phone, remote access, and in-person for Intel-based hardware and software systems.
- Utilize the Service Desk ticketing system to monitor and manage assigned tasks throughout the problem-solving lifecycle, ensuring timely and accurate service documentation.
- Perform basic maintenance and troubleshooting for printers.
- Deploy and configure PC hardware and software for users.
- Assist with the setup, configuration, and authentication of computers for new hires.
- Act as a communication liaison between users and second-level technical engineers.
- Follow up with users to gauge satisfaction levels and escalate issues as necessary.
- Manage technical setups for conferences and meetings, including operating media display equipment and Microsoft Teams video systems.
- Provide on-call support on a rotational basis.
- Maintain compliance with licensing and manage asset tracking databases for hardware and software.
- Reset security passwords as required.
- Serve as the local expert for data recovery from failed hard drives and PC systems.
- Assist users in managing approved wireless devices.
- Monitor local network servers for performance and issues.
- Participate in special projects as assigned by management.
- Possess a basic understanding of networking cabling.
- Assist during office build-outs and relocations as needed.
- Demonstrate strong organizational skills.
Supervision:
Reports to the Desktop Support Manager and Regional Office Manager.
Minimum Qualifications:
- Must be a proactive team player with exceptional interpersonal and customer service abilities.
- Demonstrated capability to diagnose and resolve a variety of hardware and software issues.
- Experience supporting Windows-based software applications and operating systems, including MS Windows 10/11 and Microsoft Office 2016/O365.
- A minimum of 5 years of helpdesk experience is required; A+, MCP, or other relevant certifications are advantageous.
- A+ and Network Essentials certification is preferred within the first year of employment.
Preferred Qualifications:
- Familiarity with legal-specific applications such as iManage, Dragon Legal Dictation, Azure Virtual Desktop, Interaction, EverLaw, and Litera desktop is a plus.
Working Conditions:
This role requires prolonged periods of sitting while operating a computer. Employees may occasionally need to work beyond standard hours and may have minimal travel requirements. Physical mobility is necessary, including the ability to bend, crawl, kneel, and lift equipment weighing approximately 50 lbs.
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