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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