Deskside Support Technician

We are conducting a search for a Deskside Support Technician with a ComptTIA A+ or equivalent certification. The ideal candidate will have a minimum of 2 years of experience in providing support to end users, troubleshooting hardware and software issues, and installing PC and peripheral equipment within a law firm or professional services environment.

What You'll Do:

Provide desk-side computer support, including hardware and software assistance, to end users.

• Installs standard software of firm computers.

• Provides technology support and service to employees and clients.

• Installs and setup of hardware to include desktops, laptops, Wyse terminal, printers, etc.

• Setup and support of firm & personally owned mobile devices.

• Images computers from the network imaging server and installs post-image software specific to the user's needs.

• Resolves service issues, including troubleshooting and repairing network connectivity issues, hard drive and display failures, and printer problems. Provides alternate, loaner equipment to ensure minimum disruption of work time.

• Completes assigned firm-wide rollouts and upgrades. Schedules time with employee to collect old equipment, re-configure and replace with new equipment.

• Participates in firm-wide roll-outs by providing pre- and post-migration support.

• Maintains inventory of hardware devices such as laptops, desktops, monitors and mobile devices.

• Handles onboarding and offboarding of employees, including training on appropriate use of hardware and software, including VPN and remote access. Configuring equipment upon allocation/return, ensuring all department backup procedures are followed.

• Monitors ticket queue: documents problem resolution and works to ensure appropriate knowledge transfer to other technicians and responds to user communications for support requests.

• Provides after hours support, usually by phone, during on-call rotation. Travels to office during late or weekend hours as needed.

• Flexibility to work overtime, including nights and weekends as needed. Serves as essential personnel during emergencies and/or inclement weather.

• Performs regular meeting setups in accordance with firm standards to include the setup of video conferences, projectors, loaner equipment, and network connections for usage and presentations.

• Assists Level 3 teams on specialized processes when required.

• Other duties as assigned.

• High School or GED

• ComptTIA A+ or equivalent certificate.

• 2 years' experience providing support to end users, troubleshooting hardware/software issues and installing PC and peripheral equipment.
• Must have experience and/or knowledge of MS Windows, Office, device configuration, troubleshooting, OS configuration, network printing, and the installation of hardware and software.
• Excellent verbal and written skills.
• Strong organizational skills.
• Must be self-motivated, detail-oriented, and be able to work quickly and accurately.
• Strong customer service skills and ability to build relationships with business professionals.

• Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties;

• Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner;

• Provide timely, accurate, and quality work product;

• Successfully meet deadlines, expectations, and perform work duties as required;

• Foster positive work relationships;

• Comply with all firm policies and practices;

• Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; (c) participating in meetings as needed;

• Perform all other duties, tasks or projects as assigned.