We are currently seeking a Technical Support Specialist for our Dallas office. This position will be responsible for providing desk-side hardware and software support and basic network support to attorneys and staff. This individual will also support a variety of wireless and handheld devices. Assisting Engineers and troubleshooting onsite issues. This is a full-time, non-exempt position.
Job Description/Responsibilities:
1.Hardware setup and support including handheld devices.
2.Analyze/resolve problems with desktop/laptop hardware, OS, & applications software.
3.Basic software troubleshooting on the following software applications: MS Office, Internet Explorer, Carpe Diem, Elite, PDF, InterAction and the firm Document Management System.
4.Printer, scanner, video conferencing and projector support.
5.Understand user application needs and growth of our Firm’s application offerings.
6.Communicates appropriately regarding resolution, and ensures that the appropriate documentation is completed after each incident.
Other Duties:
1.Assist with laptop checkout duties.
2.Assist laptop users with remote “road warrior” skills, such as use of remote desktop and VPN access.
3.Create and update tickets using the HelpDesk ticketing database.
4.Point of contact for IT engineers.
5.Maintain positive and professional relationships with approved vendors.
6.Perform other related duties as needed or assigned.
Requirements:
The Technical Support Specialist should have working knowledge of Microsoft Office Suite, extensive knowledge of Windows OS, computer hardware and software. Experience with the following applications is strongly preferred: iManage Document Management; RightFAX Desktop Faxing Software; InterAction Contact Manager; Elite Accounting System; and Carpe Diem Time Tracking and Entry. Experience with HP LaserJet Printers and Ricoh photocopiers/printers preferred. This position requires someone with experience supporting handheld devices with a specific emphasis on Blackberry/BES, iPhone/iPad and Android devices.
Skills.
The Technical Support Specialist must possess outstanding customer service abilities. Excellent written and verbal communication skills are a must. Ability to communicate with all levels of staff, attorneys, management, vendors and client representatives required. This individual must have strong initiative, drive and ability to work in a team environment with minimal supervision.This position requires constant communication and exchange of information with the firm attorneys and staff.
The Technical Support Specialist must possess a high school diploma and some college preferred. Five or more years of experience in an IT HelpDesk or support environment required. Three or more years of Level 2 desk-side support experience is required. Law firm experience preferred
Physical Demands:
Must be able to move around the office up to 70% of the time; When doing occasional office build outs or system upgrades, might be required to move around up to 100% of the time. Frequently moves computer equipment weighing up to 20 lbs. Occasionally moves computer/server equipment weighing up to 50 lbs.
Working Conditions:
This position requires occasional work after normal business hours and on weekends. Some offsite projects, overtime, weekends and occasional travel.
