Technical Support Engineer

Who we are:

BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. Theres no denying our work is demanding, both in volume and pace, but were up for the challenge. We love the balance of hard work and fun – so, youll see us in jeans as we shatter glass ceilings and conventional stereotypes.

BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are:
You are looking for work that has a purpose. You arent afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you arent afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person.

You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

Were better together: A bright, driven person like you and an industry-leading powerhouse like BAL? Its a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in peoples lives. Come be a part of something special, where you can have an impact and be valued just for being you!

Berry Appleman & Leiden is not your typical law firm when it comes to technology. We've built an in-house Products team from the ground up that is dedicated to building the best technology in our industry. Our Products Team supports our flagship SaaS product, Cobalt, which won the SIIA CODiE award for "Best Legal Solution" in 2020, was a 2020 Tech Titans Finalist for Corporate Innovation and won the 2021  award for Most Innovative Operations Team.

We've also built our industry's first mobile application, a new B2C mobile app and we're looking for new trails to blaze this year!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

OVERVIEW :
As a Desktop Support Engineer, your primary responsibility is to support your local office with technical issues and support as well as incidents escalated by the level one support team, while providing timely and effective solutions to end-users issue and requests, ranging from hardware and software issues to basic network connectivity and account access.

• Act as the initial point of contact for in-office technical assistance and tickets escalated by Level 1 support.
• Provide timely and effective solutions to end-user issues and requests, ranging from hardware and software problems to basic network connectivity and account access.
• Provide prompt and courteous responses to resolve their issues or escalated to higher-level support when necessary.
• Troubleshooting:
  Diagnose and resolve hardware, software, and network issues reported by end-users.
• Walk users through the problem-solving process and document troubleshooting steps and resolutions.
• Account Management:
  Assist with account creation, password resets, and access permissions for various applications and systems.
• Hardware and Software Setup:
  Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other hardware devices.
• Install and troubleshoot software applications as needed.
• Ticket Management:
  Record and track all support incidents and service requests in the help desk ticketing system.
• Prioritize and manage workload to meet service level agreements.
• Knowledge Base:
  Contribute to the development and maintenance of the IT knowledge base, providing self-help guides and resources for end-users.
• User Training:
  Provide basic training to employees on commonly used software applications and technology best practices.
• IT Inventory Management:
  Maintain accurate records of IT assets and equipment, including tracking inventory, issuing hardware, and performing periodic audits.
• Escalation and
  
  Collaboration:
  
  Escalate complex or unresolved issues to appropriate IT teams and collaborate with other IT specialists to resolve problems efficiently.
• IT…