What are the responsibilities and job description for the Help Desk Technician position at Soni?
Our client is seeking an enthusiastic and solution-oriented Help Desk Technician (Tier 1/2) to provide front-line support to their legal professionals and staff. This role requires hands-on troubleshooting skills, a high level of engagement, and a proactive approach to solving IT issues. The ideal candidate will have experience supporting legal applications, a solid understanding of legal technology environments, and a strong focus on follow-up and customer satisfaction.
Responsibilities:
Responsibilities:
- Device Oversight – Manage and maintain a fleet of endpoints along with related accessories, including docking stations and monitors.
- Technology Inventory – Track and maintain an adequate supply of technical equipment and accessories.
- Technical Issue Resolution – Collaborate with the Helpdesk and external IT service providers to troubleshoot and resolve technical challenges, both remotely and on-site as needed. This may require advanced knowledge of essential firm software such as iManage and Teams.
- Meeting & Conference Room Support – Ensure video conferencing systems in meeting spaces are operational and assist with technical setup for high-priority meetings.
- User Account Administration – Handle user account provisioning and deactivation as needed. Manage mobile application setup and other onboarding and offboarding tasks.
- New Employee Training – Conduct initial onboarding sessions for new hires, covering login procedures, multi-function device (MFD) use, and basic desktop functions.
- Technology Training & Documentation – Develop and deliver training programs for firm technology, including the creation of instructional materials and user guides.
- Telephony & Communication Systems – Coordinate with network service providers to ensure Teams-based phone systems function properly.
- Email Administration – Assist with email-related tasks, such as managing distribution lists.
- Network & Connectivity Monitoring – Help oversee network connectivity and maintain physical network devices.
- In-Person Technical Support – Provide hands-on support for technical issues requiring a physical presence.
- Vendor & Service Provider Coordination – Work closely with external IT support providers, the Helpdesk, and other technology partners.
- Technology Assessment – Participate in evaluating and recommending new technology solutions.
- AI Governance Support – Assist in managing AI-related policies and implementations.
- 4 years of relevant IT help desk experience
- Legal or professional services experience.
- Excellent customer service skills.
- MS Office Suite/Office 365.
- Ability to work after hours as needed for special projects and initiatives.
- Ability to be on-site 4 days a week in Conshohocken office.
- Prior experience in legal services.
