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IT Support Technician
2 months ago
The Desktop Support Specialist plays a crucial role in delivering technical assistance to both local and remote personnel while ensuring the operational efficiency of the hardware and software utilized in service delivery.
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 track and manage assigned tasks throughout the problem-solving lifecycle, ensuring accurate and timely service documentation.
- Conduct basic printer maintenance and support.
- Facilitate the deployment of PC hardware and software solutions.
- Assist with the setup, configuration, and authentication of computers for new hires.
- Act as a communication liaison between users and advanced technical support teams.
- Follow up with users to assess satisfaction levels and escalate issues as necessary.
- Manage the technical setup 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.
- Contribute to office build-outs and relocations as needed.
- Exhibit strong organizational skills.
Reports to the Desktop Support Manager and Regional Office Manager.
Minimum Qualifications:- Demonstrated ability to work collaboratively as a team player with exceptional interpersonal and customer service skills.
- Proven expertise in diagnosing and resolving a diverse range of hardware and software issues.
- Experience supporting Windows-based software applications and operating systems, including MS Windows 10/11 and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Project, Teams) as well as antivirus solutions.
- A minimum of 5 years of helpdesk experience is required. Relevant certifications such as A+, MCP, or similar are advantageous, with A+ and Network Essentials certification preferred within the first year of employment.
- 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.
This role requires prolonged periods of sitting while using a computer. Employees may occasionally need to work beyond standard hours and minimal travel may be involved. Physical demands include the ability to bend, crawl, kneel, lift overhead, and carry equipment weighing approximately 50 lbs.
