Key Responsibilities
Technical Support and Incident Management
- Provide high-quality technical support for the firm’s hardware, software, and mobile devices.
- Diagnose and resolve technical incidents and problems using advanced troubleshooting and research techniques.
- Record, track, document, and escalate support issues through the firm’s incident management system.
- Prioritize requests, meet deadlines, and set clear and appropriate service expectations.
- Collaborate with the Technology team to ensure timely resolutions and a consistently high level of client support.
Audiovisual and Conference Room Support
- Monitor upcoming audiovisual and videoconferencing requests to help ensure seamless service delivery.
- Set up and deliver hardware and audiovisual equipment for meetings and events.
- Maintain integrated conference rooms and ensure that all equipment remains in proper working order.
- Stay informed about emerging and competitive audiovisual and videoconferencing technologies.
Client Service and Continuous Improvement
- Identify opportunities to improve the client experience through effective use of the firm’s technology.
- Communicate clearly and professionally by phone and email.
- Provide calm, responsive assistance to users experiencing urgent or stressful technical issues.
- Proactively learn new technologies and adapt to changes within a professional services environment.
Additional Expectations
- Be available after hours when needed to support client service delivery or scheduled system maintenance.
- Travel to the firm’s remote offices as required.
- Work independently, exercise sound judgment, and make effective decisions in a high-pressure environment.
Qualifications
- One to two years of general IT support experience, preferably in a law firm or professional services environment.
- Working knowledge of Microsoft Windows 11, Microsoft 365, DUO Mobile, and Microsoft Authenticator.
- Troubleshoot and repair hardware and peripherals, including computers, printers, scanners, and mobile phones.
- Strong commitment to client service.
- Effective written and verbal communication skills.
- Ability to work professionally with personnel at all levels of the organization.
- Strong troubleshooting, organization, and prioritization skills.
- Self-motivated, adaptable, and capable of managing multiple responsibilities in a fast-paced environment.