This role provides front-line technical support for all IT-related incidents and service requests. This position requires exceptional customer service, technical expertise, and the ability to perform a broad array of IT responsibilities.
Duties And Responsibilities
- Investigate, troubleshoot, and resolve all computer software and or hardware problems; these include, but are not limited to MS Office, MS Outlook, Internet Access, Remote Connectivity, Printing, and Audio Visual services
- Provide on-site or remote technical support for all IT related issues
- Provide mobile device support to include setup of devices (iOS, Android, etc.) to connect to the organization’s mobile device management system and remote authentication applications
- Provide or recommend software and or hardware-specific solutions for problems and or requests
- Open, review, resolve and close assigned support tickets according to SLA’s
- Track all requests for service and support in our ticketing system
- Prevent the loss of customer functionality with regular maintenance on computers
- Review computers regularly to ensure they are on the latest software releases including security patches
- Maintain office desktop and laptops by following imaging process which includes data backup and configurations for new and existing customers
- Create, maintain, and update IT equipment in our asset tracking database
- Create and maintain in-house team documentation; these include but are not limited to setup checklists, equipment summaries, and documentation for the I.T. Documentation Library
- Ensure customer satisfaction by reviewing and performing follow-up communications (email or telephone) on open/closed tickets
- Responsible for new hire setups and removal of IT equipment that includes the relocation of equipment as required
Secondary
- Assist as required for Information Services projects and rollouts
- Perform other duties as assigned by the Technical Support Supervisor and Director of I.T. Operations
Competencies
- Previous professional services or law firm experience helpful
- Strong analytical and problem-solving skills
- Exceptional customer service and interpersonal skills
- Experience with Windows 7 & 10 as well as MS Office 2010 & 2016
- Experience with MS Exchange & Active Directory
- Experience with Crestron & Cisco Video Conferencing equipment a plus
- Certifications in one or more of the following areas: Microsoft Certified Desktop Support Technician, A+, HDI, MCITP, or MCTS
- Ability to work independently as well as collaboratively in a team environment
- Ability to lift computer equipment or other bulky items up to 40 lbs.
- Ability to work unsupervised and prioritize work
- Must be available and willing to work overtime, which may include evenings, weekends, and holidays as the organization determines is necessary or desirable to meet its business needs
