Our client is looking for a Desktop Support Specialist to deliver technical support to our team. Candidates should possess an IT support background, great problem-solving abilities, and customer service. Responsibilities include working with the third-party training vendor and providing help desk support to the firm users and attorneys.
Job Description:
- Provide excellent customer service while conveying confidence, knowledge, and professionalism over the phone, email correspondence, and during office visits.
- Serve as first and second-level support for telephone and e-mail inquiries on the Firm’s software applications, hardware, mobile devices, Phones and remote technologies directed to the Information Technology department.
- Interact with users to identify, research, diagnose reported issues and engage engineers to assist as needed.
- Work with the third-party trainer to design and develop training programs, including course materials, manuals, and other instructional resources tailored to the firm’s needs.
- Coordinate New Hire training and weekly Skill-up sessions.
- Work with the third-party vendor to develop training materials for new applications or updates.
- Log all call activity in the Service Desk application.
- Assist with managing all hardware and software inventory.
- Provide guidance on the use of software applications and equipment.
- Set up and deploy new thin clients, PCs, laptops, printers, and other peripherals.
- Install, configure, and maintain operating systems updates, software applications, and hardware components through Intune.
- Manage user accounts and permissions in Active Directory.
- Assist with basic network troubleshooting, including connectivity issues and printer setup.
- Work with network engineers to resolve complex network problems.
- Escalate issues to senior IT staff or external vendors as needed.
- Follow up with users to ensure issues are resolved to their satisfaction.
- Assist with Setting up conference rooms.
- Assess the effectiveness of training programs through evaluations, feedback, and performance assessments, making adjustments as needed.
- Conduct training sessions, workshops, and seminars, both in-person and online, to educate employees on various IT systems, software, and tools.
- Test new applications prior to rollout.
- Provide on-call after-hours and weekend support.
- Other Duties as assigned by the Manager.
Qualifications:
- Strong technical background in computer hardware, software, and troubleshooting required.
- Proficient in Microsoft products (including Windows 10, Windows 11, and Office 365), iManage, Adobe Acrobat, and Litera, with the ability to quickly learn and incorporate new releases and updates.
- Proficient in Zoom and MS Teams.
- Excellent written and verbal communication skills, including the ability to communicate technical concepts to technical and non-technical users.
- Ability to multi-task in a fast-paced environment, prioritize among competing needs and respond quickly to requests for information.
- Ability to effectively organize and manage multiple training initiatives simultaneously.
- Strong understanding of business goals and standards for customer service.
- Ability to work on own initiative.
- Ability to lift and carry computer and printer equipment.
- Law firm experience is required