End-User Technology Specialist
1 week ago
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 dedicated to providing exceptional support for end-user technology within a dynamic professional setting. The individual will be responsible for the imaging, configuration, management, and upkeep of sanctioned equipment, peripherals, and software applications to enhance the end-user experience. Additionally, this position involves maintaining asset life-cycle management through precise, comprehensive, and current inventory records of all technology assets owned by the organization. The technician will also manage, document, and implement assigned software applications while resolving issues, identifying trends, advocating for customer and departmental technology needs, and ensuring the integrity of firm assets.
Key Responsibilities: The specific responsibilities of this position include, but are not limited to:
- Delivering exceptional, customer-centric technology support
- Conducting technical troubleshooting, analysis, diagnostics, and problem-solving related to hardware and software
- Testing, 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 firm image and ensuring firmware and drivers are up-to-date
- Providing technical coaching and mentorship to Service Desk staff and assisting colleagues in resolving support issues
- Leading or 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, instructional sheets)
- Acting as a Subject Matter Expert (SME) on assigned applications, processes, and hardware
- Assisting with customer support on the Service Desk as needed
- Participating in training sessions to enhance knowledge of firm software and processes
- Leading or assisting in training workshops for end users or Service Desk colleagues
- Developing and maintaining proficient 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 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, while meeting or exceeding customer expectations for quality, service, and timeliness
- Providing technical or procedural guidance to team members
- Monitoring support activities for the customer base and informing relevant parties of any observed trends in calls and solutions
- Effectively communicating to keep management informed by submitting reports on special or urgent projects, sensitive issues, or changes, and recommending specific action plans to improve operating conditions
- Consistently demonstrating the highest levels of customer service, advocacy, and professionalism
- Researching and providing concise, 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 firm computers and related hardware
- Providing presentation support on or 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 attitude
- Excellent customer service skills
- Project Management experience
- Bachelor's degree preferred
- Must carry a Firm-provided mobile communications device
- Occasional requirement to work beyond standard hours
- Some travel to other 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: Typical office environment with minimal exposure to excessive noise and temperature.
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