Desktop Support Specialist

Desktop Support

The primary function of the Desktop Support position is to provide support to local and remote users and maintain equipment used to provide services.

Responsibilities include:

• Providing phone, remote access, and desktop support of Intel based hardware and software systems.
• Tracking assigned tasks throughout problem solving life cycle using the firm's Service Desk ticketing system. Must maintain accurate and timely service tickets.
• Performing basic printer services.
• Deploying PC hardware and software.
• Assisting in new hire computer setup, configuration and authentication.
• Serving as communications focal point between users and second level engineers.
• Following up with users to ensure appropriate satisfaction levels and escalating problems as needed.
• Setting up technical aspects of conferences and meetings, operating media display equipment and Microsoft Teams based video systems.
• Providing paid on-call support to the firm on a rotation basis.
• Maintaining licensing compliance and asset tracking databases of hardware and software.
• Resetting security passwords.
• Serving as local data recovery expert of failed hard drives and PC based systems.
• Assisting users in managing approved wireless devices.
• Monitoring local network servers.
• Special projects as assigned by management.
• Basic understanding of networking cabling.
• Position is in the firm's Houston office location; this is not a work remote job.
• Required to assist during office build outs and office relocations.
• Must be well organized.

Supervision Received and/or Given:

• Supervision received by Desktop Support Manager and Regional Office Manager.

Minimum Acceptable

Qualifications:

• Must be a resourceful team player with excellent interpersonal and customer service skills.
• Proven ability to diagnose and troubleshoot a wide range of hardware and software related problems.
• A background in support of windows-based software applications and operating systems including MS Windows 10/11, Microsoft Office 2016/O365 (Word, Excel, PowerPoint, Outlook, Project, Teams) and antivirus products.
• Minimum 5 years of helpdesk experience required. A+, MCP, or other full industry certification a plus. A+ and Network Essentials certification is preferred within one year of employment.

Additional Desirable

Qualifications:

• Knowledge of legal specific and large firm applications such as iManage, Dragon Legal Dictation, Azure Virtual Desktop, Ever Law, and Litera desktop are a plus.

Working conditions:

This position requires sitting for long periods of time while operating a computer. At times, employees are required to work in excess of the normal work schedule. Job may include minimal travel. Employees in this position must be mobile, have the ability to bend, crawl, kneel, lift overhead and have ability to lift and carry equipment weighing approximately 50 lbs.