Technical Support Technician

SUMMARY:

As a Technical Support Technician, you will leverage your IT expertise and customer service skills to provide comprehensive technical support within a law firm setting. Your role will be pivotal in ensuring client satisfaction by effectively resolving hardware and software issues and understanding the unique needs of a law firm's IT environment.

DUTIES AND RESPONSIBILITIES:

• Investigate, troubleshoot, and proactively resolve all firm computer software and hardware problems, including recurring technical issues, to ensure smooth operations and recommend specific solutions to incidents.
• Possess an understanding of PC and network architecture and components.
• Strong understanding of Microsoft products and services including but not limited to Office Suite applications, Microsoft 365. A thorough understanding of hardware and software configurations is necessary.
• Provide on-site and remote technical support, desk side training, and customer service for all Information Services related issues.
• Provide mobile device support to our customers including enrollment of devices in mobile device management and two-factor authentication environments.
• Open, review, resolve, and close group-assigned support tickets according to service level agreements, while ensuring customer satisfaction through follow-up communications on resolved tickets and tracking all requests for service and support in the incident tracking software.
  
• Prevent loss of customer functionality with regular maintenance and use of tools to provide proactive support.
• Apply firm desktop and laptop imaging process, which includes data backup and configurations for new and existing users.
• Create, maintain, and update IT equipment in the configuration management environment. This includes asset tags, updates to customer associations, and off-site movement of firm issued hardware including phones, tablet and mobile devices.
• Responsible for participating in all on-going training deemed necessary by Technical Support Advisor.
• Create and maintain in-house team documentation; these include but are not limited to, setup checklists, equipment summaries, and documentation for the IS Documentation Library.
• Participate in rotational weekend and after-hours on-call support as required.
• Responsible for deploying and recovering IT assets for new hires and terminations.
• Assist with lease returns, computer deployment, and equipment relocation. Monitor IS lease terminations and return equipment. Prepare end of life equipment for donation/disposal.
• Assistance with Information Services projects and rollouts.
• Perform other duties as assigned by the Technical Support Supervisor.

BASIC QUALIFICATIONS (Must be listed on resume to be considered):

• Associate's degree and at least one IT certification required. Bachelor's degree strongly preferred.
• Minimum of three (3) years work experience in an information technology environment required.
• Ability to be onsite 5 days a week required.

ADDITIONAL QUALIFICATIONS:

• Law firm experience strongly preferred.
• IT certifications from vendors such or Microsoft or CompTIA strongly desired.

COMPETENCIES:

Adaptability:

• Ability to learn and embrace new skills and best practices as the position evolves and Firm needs change.

• Ability to develop relationships and foster teamwork at all levels of the Firm.

• Excellent oral and written communication skills.
• Excellent interpersonal skills and ability to work effectively with a diverse group of internal and external clients, attorneys, and staff.
• Ability to manage confidential information and sensitive situations with tact and discretion.

• Strong organizational skills and attention to detail.
• Reliability, flexibility, and adaptability in a team and service-oriented environment.
• Ability to organize, prioritize, and multi-task in a time-sensitive environment while maintaining the highest standards of work quality.
• Ability to produce quality work in a fast-paced dynamic environment, including prioritizing numerous tasks and completing them under time constraints.
• Ability to identify and accomplish long and short-term goals, projects, and activities.

• Broad knowledge of Microsoft applications.

• Ability and confidence to identify and analyze issues, make decisions, and initiate actions/solutions.
• Agility to be able to respond to unexpected challenges, including proactively developing innovative solutions to complex problems while maintaining a professional demeanor.
  

Professionalism

• Ability to maintain composure and demonstrate good judgment.

Other

• Ability to lift computer equipment or other bulky items up to 50 lbs.
• Must maintain regular and acceptable attendance at such levels as it is determined by the Firm's discretion.
• Must be available and willing to work overtime, which may include evenings, weekends, and holidays as the Firm determines is necessary or desirable to meet its business needs.