Responsibilities:

• Performs installs, moves and changes to office layout for PC's, software, printers, phones and network components.
• Communicates effectively, provides guidance and technical support for workstations, applications, procedures and break fix items; works with users, remote team members and peer groups across the organization to complete assigned work.
• Owns and provides timely resolution of all incident tickets and change orders.
• Helps with equipment installations, hardware racking, cable management and vendor support/oversight.
• Interacts directly, when needed, with the network engineers, enterprise application administrators and engineers, other office support teams, litigation support, application developers, information security, application support and training, and procurement and inventory tracking to determine the proper remediation for an issue.
• Sets up and quality assurance tests new hardware and software for existing and new end-users in the firm.
• Utilizes trouble-shooting skills to resolve issues with software, hardware, printers, network connectivity, remote access and other peripherals.
• Provides desk side support on escalated issues when unable to remote control into computer.
• Provides immediate expert level support for the configuration of workstations, laptops, and standard and non-standard software applications used by the firm.
• Installs and configures software applications as required. Liaison with hardware and software manufacturers to resolve issues.
• Prepares new and replacement PCs and laptops for the end-users.
• Escalates to and partners with Network Operations, Enterprise Systems, and Applications Development staff to resolve network and/or application issues.
• Documents in detail the resolutions to issues in the Help Desk Knowledge base.
• Participates in floor support for major system changes, rollouts of new software, hardware, and system enhancements.
• Coordinates with other IT groups to research, test, deploy, document, and upgrade new and existing hardware and software.
• Coordinates with audio-video group to ensure effective and timely set-up of AV equipment and related AV services.
• Participates in setting up, testing, and supporting Trial Sites for the Firm.

Requirements

• Two-year college degree preferred; equivalent experience will be considered.
• 4 years of experience in providing end-user support.
• Knowledge and experience with law firm specific applications is preferred. Previous employment in legal information technology is preferred.
• Experience in providing workstation support in a Microsoft environment and implementing, maintaining, and supporting Windows operating systems and MS Office application suites.
• Technical experience configuring and supporting workstations, laptops, printers, and related equipment required.
• Proficiency in Windows operating systems and Microsoft Office Suite and/or related software.
• Strong project management and problem solving skills.
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Excellent organization and communications skills, both oral and written.
• Flexibility to work alternate shifts and overtime as determined by the Manager.