Provides technology support to the local office for areas including software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephony and security systems. Provides a high level of customer service.
ESSENTIAL FUNCTIONS
- Provides a consistent and high level of customer service.
- Assembles, installs, configures, tests, images, troubleshoots and repairs hardware and peripherals, including but not limited to computers, printers, scanners, fax machines and mobile devices.
- Responds to local and central telephone helpline, support tickets and e-mails (provides information, assesses problems and offers assistance).
- Logs all calls into the Firm's call logging systems and resolves or escalates as appropriate.
- Provides application support for both local installations and Citrix based applications.
- Provides support, troubleshooting and repair for laptops and desktops.
- Provides mobile device support, set up configuration, support and end user training.
- Assists with the Firm's audio visual set up requirements.
- Assists with hardware set ups in offices and conference rooms.
- Helps to maintain Firm's policies and procedures in relation to computer technology.
- Ensures the security of the Firm's systems by understanding the risks and ensuring best practices are followed.
- Regular and reliable physical presence to [ex: manage others, meet with clients, use on-site equipment, trouble shoot hardware and software].
- Establishes and maintains effective working relationships with clients, attorneys and business services professionals.
- Performs frequent physical exertion including: walking, pushing, pulling, repetitive use of both hands, lifting or carrying up to 10 pounds frequently and up to 50 pounds on an occasional basis.
- Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.
- Manages Firm resources responsibly.
- Complies with and understands Firm operation, policies and procedures.
- Performs other related duties as assigned.
ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES AND OTHER JOB-RELATED COMPETENCIES
- Ability to administer Firm policies and procedures with regard to ordering and configuring hardware
- Thorough working knowledge of computer, printer and scanner hardware
- Ability to exert moderate to high physical effort
- Knowledge of relevant Firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems
- Demonstrates effective interpersonal and communication skills, both verbally and in writing
- Ability to handle multiple projects and shifting priorities
- Ability to handle sensitive matters and maintain confidentiality
- Ability to organize and prioritize work
- Ability to work well in a demanding and fast-paced environment
- Ability to work well independently as well as effectively within a team
- Flexibility to travel
- Flexibility to adjust hours and work the hours necessary to meet operating and business needs
EDUCATION AND EXPERIENCE
- High school diploma or equivalent
- A minimum of one year of related experience
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