Service Desk Specialist II

About the role

Bowman and Brooke LLP is a national product liability boutique law firm with more than 200 lawyers in 17 offices known for defending household name manufacturers of motor vehicles, medical devices, pharmaceuticals and consumer products in high exposure, technically intricate lawsuits and mass torts throughout all 50 states. The firm has surpassed its 1,000th trial milestone, affirming its rank as one of the foremost product liability trial firms in the country.

Responsibilities

• Resolve user issues with our software suite (Windows 11, M365 Office Suite, Adobe Acrobat, Microsoft Teams, iManage Work, and other legal software)
• Direct support for all hardware devices (desktops/laptops, tablets, smartphones, printers, VoIP phones, and audio/visual equipment)
• Resolve firmwide user issues via remote access support and local desk-side service
• Troubleshoot basic local network issues under direction of IT Infrastructure Team
• Serve as subject matter expert for at least one application or process
• Perform general technical support tasks and other projects/duties as assigned
• In-office audio/visual support for meetings utilizing Microsoft Teams Room systems
• Oversight for at least one additional office location, to include regular onsite visits
• Support trials across the country, working onsite at trial locations as needed
• Maintain the security/privacy of Firm data and assets

Requirements

• High school diploma plus a minimum of 3 years of experience in a technical support role (deskside preferred)
• Demonstrated proficiency with Windows 11, M365 Office Suite, computer hardware and peripherals
• Knowledge of basic networking principles and Active Directory concepts
• Working knowledge of desktop remote assistance, document management system (iManage Work preferred), imaging and desktop deployment, ticket tracking software
• CompTIA A+ and Microsoft Certified Professional certifications preferred
• Exemplary customer service skills in an occasionally demanding and stressful environment
• Strong written and verbal communication skills and the ability to effectively collaborate with team members
• Maintain a professional demeanor and appearance in line with office standards, including appropriate attire and conduct
• Strong organizational and time management skills
• Proven ability to translate technical jargon and concepts to non-technical users
• Must be able to work "on-call" shifts on a regular basis. This includes weekday evenings and weekend days.
• Occasional travel to trial sites or other office locations as needed

Benefits

• Competitive compensation and benefits package including comprehensive medical, dental, and vision insurance
• Firm paid life, disability, domestic partner benefits
• Generous paid time off policy
• Retirement savings plan with employer profit sharing contributions
• Nine paid holidays
• Well-being programs and activities
• 24/7 employee assistance program with confidential counseling
• Casual atmosphere and attire