25 Feb
Help Desk/Desktop Support
Vacancy expired!
- Resolve end user calls over the phone, via email, or in-person, including issues with applications, computer hardware, printers, mobile devices, telephones, and basic network access
- Provide new hire training and desk-side education on all applicable technology
- Use an IT service management system to log user tickets, monitor ticket queue dashboard, and resolve assigned tickets, and document issues/troubleshooting efforts
- Resolve escalated incident tickets utilizing internal knowledge base, technical expertise, or in collaboration with team resources
- Further escalate tickets to appropriate support teams as appropriate
- Follow up on open issues/tickets and provide updates to end users
- Install, service and support Dell computer hardware
- Support maintenance activities in Active Directory (e.g., create/remove user accounts)
- Administer distribution lists, mobile devices and mailboxes within Microsoft Exchange Administrator console
- Set up conference room setup including video conferencing equipment, projectors, etc.
- Maintain server room and intermediate distribution frame rooms (e.g., racking/de-racking equipment)
- Maintain guest offices (e.g., imaging guest computers)
- Keep track of leased hardware and purchased inventory
- Participate in monthly IT maintenance server and desktop updates, and annual fire/life/safety shutdown testing
- Perform hardware lease returns (e.g., retrieval from users, wiping, and scheduling replacement as needed)
- PC, phone (VoIP), and new accounts set up and configuration
- Work with IT team members on testing software applications and deployed images
- Update and create technical documentation, and submit new knowledgebase articles as needed
- Participate in on-call rotation and responding to after-hour calls per SLAs
- 2+ years' experience supporting technology
- Prior experience working for an international law firm is a plus
- Strong troubleshooting experience (Windows 10)
- Familiarity with the full MS Office Suite (2013/2016/2019) with a focus on Word
- Expert-level skill supporting Citrix, including performance and connectivity issues
- Strong familiarity with legal applications such as document management systems, iManage, Docuserve, legal template and numbering software, document comparison software, timekeeping software, and Adobe Acrobat Professional
- Bachelor's Degree is nice to have
- Preferred experience with Active Directory and Dell computer hardware, Microsoft Exchange Administrator console
- Strong Windows 10 troubleshooting experience
- Excellent communication skills (written, verbal, interpersonal)
- Excellent prioritization, time management, and organizational skills
- Willingness to learn new software applications and packages
Vacancy expired!