Responsible for providing in-depth user support via email, telephone or face-to-face; troubleshooting, repairing, maintaining and upgrading PC equipment and other hardware as needed. Maintaining equipment storage area with up-to-date equipment; wiring telecom and computer equipment, and moving and troubleshooting telephone and other applicable computer equipment.
Primary Duties and Responsibilities
Provide basic troubleshooting, repair and maintenance for computer equipment and may assist with testing computers and peripherals on a network to diagnose, hardware versus software problems.
Provide assistance in the use of computer hardware, software, smartphone devices and audio / video technology with the task of scheduling, execution, and successful completion of information technology duties. Installing and upgrading hardware and software as well as providing complete assistance while configuring hardware, software, and peripherals of the end user systems.
Hardware Setup Configuration and Troubleshooting:
Maintain a thorough working knowledge of firm-supported hardware and software.
Provide assistance in installation of other peripherals like smartphone devices, printers, scanners, etc., and cabling systems such as local area network cables.
Provide general desktop support, imaging/re-imaging desktop computers and laptops.
Schedule and perform the equipment setup and operation of audio/visual presentations for meetings, training and other various types of communications.
Help Desk Support:
Provide second-level Help Desk support to end-users in the Austin office.
Provide one on one assistance to the end user regarding the technical issue.
Provide printer maintenance. Maintain and troubleshoot various models of Lexmark printers and multifunction devices.
Secondary Duties and Responsibilities
Assists on special projects when required.
Performs other duties and responsibilities as assigned.
Job is performed in a typical office environment, but is subject to time pressures and constraints.
Ability to lift 30 pounds and stand for long periods of time.
Occasional overtime is required.
Travel to other office locations, as needed.
Education: Bachelor’s degree in MIS, Computer Science or related field, or commensurate experience in the computer/technical industry.
Experience: Three years related experience in providing technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. Provide assistance concerning the use of computer hardware and software, including printing, installation, smartphone device, electronic mail, and operating systems.
Special Knowledge: Strong knowledge of Windows 10 OS and MS Office 2016 workstation environment, and network connectivity systems. Experience in maintaining and troubleshooting technical problems in a LAN/WAN environment.
Audio/ Video knowledge and experience including scheduling, operations, and management. Identifying, diagnosing, and resolving the level one issues in computer hardware and software environment.
Technical Skills: Ability to configure user workstations, smartphone devices, and multifunctional printing device to firm’s specifications. The ability to oversee, manage, and operate audio and video equipment. The ability to provide just-in-time training for our firm applications to attorneys and staff.
Attributes: Technological problem-solving and decision-making skills. Ability to explain technical information in layman’s terms and to communicate effectively with all levels of firm personnel. Must be able to exercise good judgment, work independently with management instruction and possess strong organizational skills.
Must be able to work on multiple projects simultaneously while under tight timeframes.
Other Qualifications: Ability to handle sensitive and/or confidential documents and see projects through to completion.