Job Description

Job Description

Job Description

DESCRIPTION

Provide accurate and timely desktop support to all personnel in the use of approved firm applications within a 24 by 7 law firm environment.
Responsibilities

• Field incoming help requests from end users 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 smart phones.

• 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

• Bachelor’s degree
• 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 10.
• 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.

 

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