Technical and Desktop Support Specialist

Key Responsibilities

• Work closely with members of the Applications and Support teams to effectively resolve technical issues.
• Provide second-tier help desk support via phone, desk side and remote assistance.
• Set up hardware, printers, telephones and peripherals to ensure seamless operation.
• Track the distribution of laptops, printers, and mobile devices from the firm's loaner pools, following proper procedures to protect the firm's investment in these assets.
• Aid with daily audio-visual setups and the checkout of laptops and other equipment as requested.
• Provide expert telephone support to internal clients, troubleshooting a variety of software, hardware and network issues until resolution or escalation.
• Log internal client calls, maintain records and capture final solutions in the firm's online ticketing system.
• Route calls to the appropriate group for resolution in accordance with established escalation procedures and provide status updates to internal clients throughout the life of an incident.
• Aid with familiarizing employees with the firm’s computer systems, software, and phone system.
• Deliver high quality support in a timely manner to meet the needs of internal and external clients.

Job Requirements

• Associate degree or equivalent from two-year college or technical school, or equivalent combination of education and experience.
• Minimum of two years of relevant technical and desktop support experience required.
• Experience supporting technology in a law firm environment is preferred.
• Candidate should have knowledge of Windows 10, Microsoft Office 365, and be familiar with or attend training on other required applications.
• Ability to lift up to 50 pounds individually, and the ability to crawl under a desk in order to service computers.
• Ability to work on call-support on a designated weekends throughout the year.
• Must have high degree of professionalism when interacting with internal and external clients.

Qualifications

• Diversity enriches our vibrant culture and empowers our teams to achieve more together.
• We welcome talented professionals who bring valuable skills, a collaborative mindset, and a shared commitment to helping our firm and clients thrive.

Skills

• Strong troubleshooting and time management skills.
• Expert telephone support to internal clients.
• High quality support in a timely manner to meet the needs of internal and external clients.

Benefits

• Competitive salary.
• Comprehensive benefits package, including health care coverage (medical, dental, and vision), life insurance, short- and long-term disability, paid parental leave, employee wellbeing and EAP programs, paid time off, and a 401(k) retirement plan with employer matching and profit-sharing.