IT Service Desk Technician

Description

The IT Service Desk Technician serves as a member of the Support Center team, providing high-level technical support to firm members across all offices. This role is responsible for resolving complex incidents escalated by Experience Support Analyst and contributes to firm-wide projects in collaboration with other IS departments, including Networking, Security, and Application Development. This individual should demonstrate leadership, technical expertise, and a proactive, customer-focused mindset.

The IT Service Desk Technician leads by example in service delivery, technical troubleshooting, and operational excellence, while also serving as a mentor and knowledge resource to the Support Center team.

• Serve as the top-level escalation point for complex or unresolved technical support requests
• Provide deskside and remote support across advanced hardware, software, and systems issues
• Lead initiatives in a defined area of specialization (e.g., networking, endpoint management, conference tech)
• Develop and document advanced troubleshooting procedures and support processes for use by the team
• Onboard and offboard firm members

• Act as a technical contributor to multi-departmental IS projects
• Participate in testing, evaluation, and implementation of new systems, tools, or upgrades
• Identify trends in support issues and propose process or infrastructure improvements
• Assist in planning for the firm’s technology growth, including hardware evaluation and deployment strategy

• Partner with Support Center and other IS team members to ensure service consistency and knowledge transfer
• Support their growth through documentation, shadowing, and guidance
• Contribute to maintaining the firm’s knowledgebase
• Lead internal training sessions

• Build and deploy system images; manage software installations, updates, and user configurations
• Maintain and track firm hardware inventory, including life cycle management and warranty support
• Coordinate office technology setup for firm moves, expansions, and large-scale events
• Support the upkeep of firm-owned A/V and conference equipment across offices

• Advanced verbal and written communication across technical and non-technical audiences
• Deep analytical and troubleshooting ability across systems, networks, and endpoints
• Subject matter expertise in at least one technical domain
• Strategic thinking and long-term planning orientation
• Strong initiative, autonomy, and accountability
• Commitment to service excellence and continuous improvement
• Proactive identification of patterns, root causes, and solutions

• High school diploma or equivalent required; related associate or bachelor’s degree preferred
• 2-4 years of IS support and systems experience preferred
• Proven project involvement or leadership within an IS team
• Strong working knowledge of networking, enterprise applications, or hardware platforms
• Familiar with remote support, ticketing systems, and firm-specific software
• Technical certifications (e.g., CompTIA, Microsoft, Cisco) preferred

• Exceptional customer service focus with a strong commitment to delivering an outstanding experience. Advanced troubleshooting and analytical skills across enterprise systems, networks, and endpoint devices, with the ability to resolve complex technical issues and identify root causes.
• Strong verbal and written communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.
• Proven ability to contribute to projects, system implementations, and process improvements while working independently and collaboratively.
• High level of initiative, accountability, and commitment to service excellence, continuous improvement, and a positive user experience.

The physical demands of this role are representative of those that must be met by an employee in order to successfully perform the essential functions of the position. These include being mobile and stationary throughout the workday, having the ability to transport 25-50 pounds and operating a computer and other business equipment found in the office.

• Comprehensive medical, dental, and vision insurance plans
• Firm-provided life insurance and disability coverage
• 401k with employer contribution or match depending on plan design
• Generous PTO and leave policies
• Firm holidays
• Remote work flexibility
• Wellness program
• Employee assistance program
• Professional development opportunities