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End-User Technology Specialist

2 months ago

Austin, Texas, United States Jackson Walker Full time
Job Overview

Please note that Jackson Walker is not currently accepting search firm submissions in connection with this opening.

Position Title: Desktop Engineer

FLSA Status: Non-Exempt

Department: IT

Reports To: Service Desk Manager

Position Summary: This role is pivotal in providing support for end-user technology within a dynamic professional setting. The Desktop Engineer will be responsible for the imaging, configuration, management, and upkeep of sanctioned equipment, peripherals, and software applications essential for the end-user experience. Additionally, this position entails maintaining comprehensive asset life-cycle management through precise and current inventory records of all technology assets owned by the firm. The role also involves managing, documenting, and implementing designated software applications, along with troubleshooting issues, identifying trends, advocating for customer and departmental technology needs, and ensuring the maintenance of firm assets.

Key Responsibilities: The specific duties of this position include, but are not limited to:

  • Delivering exceptional, customer-oriented technology support
  • Performing technical troubleshooting, analysis, diagnostics, and problem-solving related to technology hardware and software
  • Testing, learning, and deploying new and upgraded 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, 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 a strong understanding of supported applications, relevant products, current support policies, and methods of support delivery
  • Creating clear and concise technical documentation
  • Maintaining inventory control of critical operating supplies and initiating equipment maintenance and calibration
  • 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 facilitating appropriate remediation
  • Assisting with inquiries regarding desktop applications, configurations, and dispatching tickets accordingly
  • Upholding performance standards and ensuring compliance with operating policies, procedures, and best practices
  • Providing technical or procedural guidance to team members
  • Monitoring support activities for the customer base and informing relevant parties of trends in calls and solutions
  • Effectively communicating to keep management informed about special projects, urgent issues, and recommending action plans for improvement
  • Consistently demonstrating high levels of customer service, advocacy, and professionalism
  • Researching and delivering 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, maintaining detailed documentation
  • Maintaining accurate and up-to-date inventory records of all firm computers and related hardware
  • Providing presentation support on-site and off-site
  • Performing all other duties as assigned

Required Knowledge, Skills, and Abilities:

  • Experience in Desktop Support within a corporate environment
  • Ability to make quick 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 37.5 hours a week
  • Some travel to other Firm 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:

  • Must be sighted
  • Good hearing and clear speaking voice
  • Dexterity with hands and fingers
  • Ability to lift light weights such as PC equipment, printers, and other hardware

Working Conditions: Normal office environment with minimal exposure to excessive noise and temperature.