Senior Technical Support Technician (Law Firm)
Roth Staffing Companies

Job Info

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We are partnering with a national law firm hiring an experienced Technical Support Technician to start immediately for this outstanding direct hire position. this is 100% on site. 90% of your time will be providing remote phone support to corporate users nationwide. We need someone who has excellent phone skills and someone who is a jack of all trades/wide range of experiences.

Responsibilities

What you'll do:

• Provide an excellent customer service experience.
• This position is 90% phone contact with end-users with the remaining time focused on other requests.
• Collaborate and gain the respect, trust and confidence of the Firm's attorneys and professional staff.
• Day to day responsibilities include answering first line service desk calls, responding to emails and ticket requests for service for all office locations. This includes issues related to computer systems, software, hardware and remote access.
• Follow up on outstanding requests and ensure a timely resolution.
• Support audio and video equipment conference room requests.
• Install, modify, and repair computer hardware and software.
• Support iOS and Android mobile devices.
• Responsible for office moves, conference room technology setup if primary work location is in the Atlanta or Irvine offices.
• Follow Fisher Phillips asset management procedure for handling IT assets including intake of new equipment, moving of existing equipment and retiring end of life equipment.
• Complete special projects and occasional participation in after-hours testing for system updates or deployments.
• Assist users with personal hardware as needed to access firm resources.
• Perform other duties as assigned.

Requirements

Who you are:

• Deep personal commitment to integrity, exceptional judgment, and the highest standards of ethics.
• Possesses excellent written and verbal communication competencies with an aptitude to communicate with others.
• Ability to function in a fast-paced, service-oriented environment, and prioritize multiple projects daily and adjust to shifting priorities.
• Demonstrate ability to grasp and implement new concepts quickly.
• Must display the highest level of diplomacy, tact and discretion, with comfort in handling and maintaining confidential information.

Qualifications

Why you are qualified:

• High school diploma or equivalent and three or more years of concentrated Service Desk experience preferably in a law firm environment; or equivalent combination of education and experience. Microsoft Office, MTA, MCSA Windows 10/11, or COMPTIA A+ Certification desired.
• 3 -5 years of experience in a Microsoft environment.
• Ability to quickly get up to speed and master new applications and software is critical.
• Participate with rotating on-call and after-hours support.
• Ongoing interest in personal, professional career development and training.
• Experience with supporting or utilizing administrative features for: Aderant, Intune, iManage, Mimecast, VPN, Windows LAPS, LogMeIn/GOTO remote management, ZOOM meetings and phones, Office 365, Adobe Acrobat DC, BigHand Dictation, Workshare, FortiClient, OKTA, JIRA, BitLocker, Internet Browsers, etc.
• Knowledge of DOS Commands with printer trouble shooting.
• Microsoft Office 365
• Active Directory
• Dell hardware, Printers, Scanners, Computer Peripherals.
• Strong familiarity with mobile operating systems including iOS (iPhone & iPad) and Android.
• Client PC Connectivity - ethernet, TCP/IP and VPN
• File server knowledge
• Experience with SCCM and AutoPilot imaging
• Ability to communicate tech

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