Desktop Support Technician

Polsinelli is hiring a Desktop Support Technician in our Nashville office. This is an on-site 5 days a week position. This position requires excellent customer service skills both on the phone and in person. Candidate must be service oriented, able to communicate effectively with all levels of employees, including upper management to include both written and verbal communication skills. The selected candidate will be a self-starter who possess the ability to work independently and as part of a team in addition to taking ownership of his/her assigned office responsibilities. Must be proactive and able to anticipate, analyze and resolve issues under pressure. Job will focus on high level customer service within the technical support field.

ESSENTIAL DUTIES:

Providing excellent IT customer support for regional office answering phone calls, emails, walk ups, and resolving open tickets
Tracking all end-user support activities through the IT Department’s t system
Maintaining communication with end-user, keeping them informed of issue resolution status for all tickets in the office
Identifying issues that need additional support and escalating to internal or external resources
Tracking and maintaining inventory of IT equipment in the office
Reimaging computers and making repairs
Managing new hire setups, including ordering and configuration of equipment
Acting as point of contact for outside IT, vendors and office equipment
Participating in demonstration, testing, configuration, and training of new technology
Identifying opportunities to improve, automate, or simplify processes or systems
Participate in a rotating on-call schedule that involves after hours and weekend support
Developing and maintaining an advanced level of proficiency with software and hardware in use
Working independently to research and resolve complex technical issues
Working as part of the IT Support Team, providing premiere customer service and support to all end-users, internal and external.
Occasionally visiting remote offices to provide onsite assistance and inventory tasks as needed
Other tasks and projects as assigned
ADDITIONAL DUTIES:

Ability to serve as a backup to the Help Desk Analysts when required
Maintain inventory using internal tracking systems to ensure accurate reporting
Assist with local installation of network devices
Occasional travel to other offices may be required
Occasional overtime work as needed
EXPERIENCE/SKILLS

Ability to multi-task, work under pressure, and handle interruptions while maintaining flexibility in work assignments
Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude
Ability to lift and/or move computer equipment and boxes
Advanced knowledge of Windows 10 and Microsoft Office Suite
Knowledge of iManage Work 10
Knowledge of video conference solutions a plus
A+ and/or Bachelor’s degree in a Computer related field and two plus years of experience preferred
Experience in supporting a Law firm preferred, but not required

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Polsinelli PC is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)