Desktop Support Specialist

Job Description

At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.

We are seeking a Desktop Support Specialist to join the firm. The Desktop Support Specialist provides support to internal clients for PC hardware, operating systems, software applications, peripherals, installations, and device imaging as a member of the K&L Gates Information Technology Department. This position is responsible for responding to, diagnosing, and troubleshooting problems through interaction with our internal clients to restore service.

Position requires individuals to interact with internal clients closely, diplomatically, and technically. Strong interpersonal and communicational skills are required.

KEY RELATIONSHIPS
Work closely with all internal clients leveraging the knowledge, resources, and support groups within the firm. Collaborate with teammates in all firm locations.

ESSENTIAL DUTIES

• Provide operational technical support to clients relating to firm equipment

• Manage ongoing maintenance and deployment of new hardware and software for device life cycle

• Monitor and update service requests and incidents within the IT Service Management (ITSM) tool

• Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions

• Act as escalation point to Tier 1 group regarding any application- or hardware-related inquiry or issues relating to Microsoft Office, Windows OS, and Citrix-based solutions and smart devices

• Imaging of desktop and laptop computers-knowledge of System Center Configuration Manager (SCCM) is a plus

• Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings

• Prepare workstations, including the setup and configuration of laptops and desktops

• Interface with hardware vendors to facilitate repair and installation

• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues

ADDITIONAL DUTIES

• Ability to serve as a backup to the Tier 1 group when required

• Maintain inventory using internal tracking systems to ensure accurate reporting

• Assist with local installation of network devices

EXPERIENCE SKILLS REQUIRED

• B.A./B.S. in related field or equivalent education/experience to provide necessary skills to perform primary responsibilities

• 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

• Knowledge of Microsoft Windows OS and Microsoft Office Suite

• Ability to maintain professional communication by phone, email, and in person with lawyers, administration, support staff, and IT staff

• A + Certification preferred

• Knowledge of Cisco video conference solutions a plus

• Prior experience working for a professional service organization preferred

ADDITIONAL ABILITIES REQUIRED

• Occasional travel to other offices may be required

• Occasional overtime work as needed

• Occasional remote access work after hours to provide business continuity

• This job operates in an office setting and is largely sedentary, requiring the routine use of a computer and other standard office equipment. The ability to open file cabinets, lift files, bend, and stand on a stool may also be required.

Compensation Salary - $54,000 - $81,000

The compensation salary for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors.

ABOUT THE FIRM

K&L Gates is a fully integrated global law firm with lawyers located across five continents in more than 40 offices. We have experienced dramatic growth in the past decade and now rank among the largest U.S. based law firms in the world. We take pride in constantly striving for…