IT Support Technician

1 week ago


Houston, Texas, United States Adams and Reese Full time
Job Overview

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 on-site for Intel-based hardware and software systems.
  • Utilize the firm's Service Desk ticketing system to monitor and manage assigned tasks throughout the problem-solving process, ensuring accurate and timely updates.
  • Conduct basic printer maintenance and troubleshooting.
  • Oversee the deployment of PC hardware and software.
  • Assist with the setup, configuration, and authentication of computers for new hires.
  • Act as a liaison between users and second-level engineering teams.
  • Follow up with users to gauge satisfaction levels and escalate issues as necessary.
  • Manage technical setups for conferences and meetings, including media display equipment and Microsoft Teams video systems.
  • Provide on-call support to the firm 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.
  • Engage in special projects as directed by management.
  • Possess a basic understanding of networking cabling.
  • Contribute to office build-outs and relocations as needed.
  • Exhibit strong organizational skills.

Supervision:

Reports to the Desktop Support Manager and Regional Office Manager.


Minimum Qualifications:
  • Must demonstrate resourcefulness and be a collaborative team player with exceptional interpersonal and customer service skills.
  • Proven ability to diagnose and resolve a wide array 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. Relevant certifications such as A+ or MCP are advantageous, with A+ and Network Essentials certification preferred within the first year of employment.

Preferred Qualifications:
  • Familiarity with legal-specific applications and large firm software 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 using a computer. Employees may occasionally need to work beyond standard hours and may be required to travel minimally. Physical demands include the ability to bend, crawl, kneel, lift overhead, and carry equipment weighing approximately 50 lbs.



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