What are the responsibilities and job description for the Desktop Support Technician position at WHEELER TRIGG ODONNELL LLP?
Job Details
Description
Desktop Support Technician
Wheeler Trigg O’Donnell (“WTO”) was established in 1998 and currently numbers more than 100 lawyers. The firm represents sophisticated clients in high-stakes civil trials, appeals, and related litigation ranging from complex commercial to class actions to catastrophic torts. WTO lawyers have taken more than 1,100 trials and, arbitrations to verdict or award and hundreds of appeals to opinion in 45 states and Washington D.C., with exceptional results for our clients.
Summary/Objective
Our Information Systems team works on state-of-the-art infrastructure and cloud-based technology in support of our lawyers and firm operations. The Desktop Support Technician will provide high quality, timely and effective delivery of support to end users for hardware/connectivity/software issues. The technician will report to the Chief Information Officer.
Responsibilities:
- Provide Tier 1 technical support for multiple products to internal users.
- Timely resolve problems or escalate as necessary.
- Serve as an integrated team member for technology support team.
- Work incoming tickets and answer calls to the service desk.
- Troubleshoot basic issues with Windows desktop and laptop equipment, printers, network connections, smartphones etc.
- Analyze, troubleshoot, diagnose, and solve basic issues with the Microsoft Office 365 suite of products, Windows 10 , file sharing services, and other software applications.
- Escalate to Tier 2 if issue cannot be resolved.
- Knowledge of remote access technology and Citrix remote desktop software.
- Create and maintain service desk documentation regarding solutions, processes and procedures.
- Provide quality customer service.
- Ability to work in a fast-paced environment, exercise initiative, problem-solving, and decision making skills, handle stress, and meet deadlines.
- Perform other duties as assigned or as necessary.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Qualifications
- Requires 1 years working in medium-sized (100 users) offices in a technical support/help desk position.
- Preferred: Associates Degree in Computer Science, Computer Information Systems or equivalent certifications in current technology. Bachelor’s Degree helpful.
- Prior law firm experience a plus.
Work Environment
The team atmosphere is fostered not only by the lawyers, but by all members of the support staff. Our firm’s employees are proud of collaborating to service firm clients. Our commitment to teamwork allows us to tap multiple fields of experience from our range of practice areas, ensuring our ability to meet each client’s individual needs. Our team approach enables us to analyze a situation from several points of view until we uncover the advantage that makes the difference for our client.
Position Type/Expected Hours of Work
Regular hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., including lunch hour. This is a full time position working from our Denver office. Overtime is paid at 1.5 times the hourly pay rate when the employee works more than 40 hours in a Sunday through Saturday work week. It is important to note that this is a hybrid position, requiring you to work three days in the office and two days from home.
Travel
Travel is limited and primarily local during the business day, although some out-of-area and overnight travel may be needed to attend conferences or other professional functions.
Salary Range: $63,000 to $75,000 annually. The final salary will be commensurate with education and experience. Additionally, the firm provides standard benefits including health insurance, 401(k) contribution, and paid time off, with annual bonus potential based on firm performance.
An Equal Opportunity Employer
We are an Equal Opportunity Employer (EOE) that values and respects the importance of a diverse and inclusive workforce. It is the policy of the firm to recruit, hire, train and promote persons in all job titles without regard to race, ethnicity, religion, sex, age, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our firm. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.
Qualifications
Salary : $63,000 - $75,000
