Desktop Support Consultant

Hardware, Software, A/V
Contract W2, Contract Independent
Depends on Experience

Job Description



  • Answer questions and demonstrate the technology tools and services the Firm offers.
  • On a rotation basis with other Tech Support colleagues, the analyst helps cover the Technology-Concierge Desk and answers questions from visitors, callers and schedules follow up tech visits.
  • Helps users to customize their applications and equipment settings to increase their productivity.
  • Provide technology support in both onsite and remote formats, while working with colleagues and clients, together and independently.
  • Install, set up and update laptops, monitors, telephones, mobile devices, headsets and other peripherals.
  • Assist colleagues in imaging, configuring and swapping out off-lease laptops.
  • Visit and assist users with hardware and software questions and issues.
  • Monitor the call queue from our internal ticket system (ServiceNow) and timely record, track and close service incidents and requests.
  • Take ownership of technical problems and resolve the issue.
  • Assist the team with technology equipment moves to support internal office relocations.
  • Coordinate and maintain accurate records of both loaner and leased equipment, including laptops, smart devices and other peripherals.
  • Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations and resolutions.

Other responsibilities include:


  • Set up conference room technology for scheduled and ad hoc audio and video meetings in the Firm.
  • Set up and help meeting participants use Firm’s internal collaboration tools, such as Webex, audio conferencing, Jabber, AirMedia and alike.
  • Help perform system quality checks to promptly correct audio visual (AV) problems before meetings and Firm events.
  • Support Firm events by setting up, maintaining and/or removing AV equipment

The Technology Support Analyst is to be client-service driven and able to professionally communicate, collaborate, engage and follow up with managers and colleagues, lawyers and other Business Services teams to deliver professional and timely support


  • ITIL Foundation certification or practical experience of ITIL is desirable
  • Knowledge of the following would be advantageous:
  • Hands-on experience in desk side troubleshooting
  • Application support experience of Microsoft Office 2016 and Windows 10, Citrix, Cisco AnyConnect, BlackBerry Work, iManage and SharePoint.
  • Exposure and/or experience with database applications.
  • Experience working and handling audio visual equipment.
  • Knowledgeable with Control Systems, DSPs, Audio Distribution, Touch Panels & Virtual TPs, Cisco Codecs & Infrastructure AV equipment.



  • 2+ years’ experience in a similar role.
  • Team player who is ambitious, motivated and globally minded.
  • Excellent interpersonal skills and patient when working with others.
  • Must be able to multitask and work in a fast-paced environment.
  • Must have excellent communications, problem-solving and technical trouble-shooting skills.
  • Strive to exceed the expectations and needs of internal and external clients.
  • Make personal contact, follow ups and timely close loops.
  • Capable of grasping new concepts without experience.
  • Ability to lift or move equipment, if needed.
  • College degree or relative work experience.
Dice Id : 10180559
Position Id : 6259
Originally Posted : 2 months ago
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