Desktop Support (LA)

Description

This is a full-time position, onsite 5 days a week. The ideal candidate would have law firm experience but we are very open to hiring from other industries.

Provide accurate and timely deskside support to all personnel in the use of approved firm applications and hardware within a 24/7 law firm environment.

Responsibilities

• Provide deskside technical support in a courteous and timely manner.
• Troubleshoot problems with Windows-based workstations, custom applications, email, network and peripheral equipment.
• Clearly document customer issue history and issue resolution in call tracking application.
• Able to identify recurring problems and work toward root cause analysis with proactive preventative solutions.
• Update the support knowledge base as new resolutions are discovered.
• Maintain an expert-level knowledge of the platform s operating systems, standard applications and computer hardware solutions in use at the firm.
• Troubleshooting hardware and software issues on workstations, laptops and personal technology devices running Windows, Apple and Android operating systems as well as BlackBerry smartphones.
• Prioritize and escalate problems as required to the appropriate IT teams.
• Update senior It management of VIP issues via VIP email template.
• Collaborate with other IT teams as needed to determine and resolve issues.
• Actively monitor work queues for timely completion of customer requests.
• Pre-meeting conference room set up and support of audio/visual equipment as needed.
• Provide training to new technical support analysts.
• Participate and lead on special projects.
• Process forms for loaner equipment and tracks the equipment when due for return.
• Arrive to work on time and takes lunch break during scheduled hours to ensure no loss of phone coverage.

Qualifications

• 5 years minimum experience in technical support
• Superior analytical and problem-solving skills.
• Ability to manage multiple, often competing priorities and tasks and follow through to completion on strict deadlines.
• Excellent written and verbal skills.
• Friendly presence and helpful attitude; good interpersonal skills
• Ability to work overtime as needed.
• Experience working with C-level executives
• Strong knowledge of Windows XP/7.
• Expert Microsoft Office knowledge.
• Experience in a Citrix or VMware environment.
• Knowledge of Windows networking fundamentals including routing, TCP/IP, DNS & DHCP.
• Familiarity with end-user technologies (i.e. Phones, iPads, Android-based phones).
• Strong knowledge of Document management systems.
• Intermediate knowledge of MacOS and iOS.