Support Desk Technician

As a Support Desk Technician, you will be the frontline of technical assistance, providing comprehensive support to ensure the smooth operation of our firm’s technology infrastructure. Your role is pivotal in maintaining high levels of user satisfaction and productivity through prompt and effective resolution of technical issues. 

 

• Provide 1st & 2nd level technical support via email, phone, or desk-side to assist all Firm network users.
• Log and track calls in the help desk ticketing system to closure and identify issues and trends.
• Escalate critical computer issues to the appropriate IS Tech groups to minimize impact on users’ work production.
• Provide support for users for teleconferences and meeting presentations in offices and conference rooms.
• Weekend and after-hours support may be required.
• Travel to our office locations in the United States and Canada, 5% or less
• Help with configuration and installation of laptops and cell phones.
   

• Effective interpersonal and relationship-building skills
• Strong written and verbal communication skills
• Advanced technical knowledge of laptop computers and hardware peripherals
• Strong working knowledge of Microsoft Office 365 Application Portfolio
  • Outlook, Word, Teams, CoPilot, Authenticator, Azure, Excel, PowerPoint, OneNote, OneDrive
• Document Management Systems experience a plus – iManage.
• Ticketing System experience - ServiceNow
• Self-motivated with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a collaborative work environment.
• Ability to read and understand technical manuals and procedural documentation.
• College Degree or equivalent experience required.
• Certifications are a plus.
• Law firm experience is a plus.