Position Description: The Service Desk Technician provides onsite technical support for attorneys and support staff at a national law firm. This position handles all escalated requests from the ticketing system, all walk-up requests to the service desk, voice and video conferencing set ups and support and other duties designed to help the staff and attorneys use technology resources. This position is located primarily in Cleveland, Ohio, but will require occasional travel to any of our US-based locations.
Provide resolution of all escalated Service Desk tickets, requests, and ensure the customer’s needs have been met
Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
Participate in the continuous coaching and knowledge transfer associated with our outsourced helpdesk services partner, working to continuously improve the customer experience through better service quality and efficiency
As well as maintaining great customer relationships, the candidate must work diligently to foster a positive and supportive team environment
Share in a rotating after hours on-call support responsibility as needed when issues are escalated
Track hardware and software inventories.
Update and contribute to the knowledge base to share expertise
Become and remain knowledgeable in the Firm’s end user technology
Conduct software and hardware break/fix operations
Perform testing and evaluation of new software loads and desktop images
Provide backup support for audio visual/video conference events (where applicable)
Participate in the testing and evaluation of new software loads on desktop and laptop images
Assist in new client workstation rollouts and upgrades
Provide hands-on support with security incidents such as malware removal
Troubleshoot and support telephone and voicemail systems
Provide high levels of customer support by being responsive, communicating proactively, and managing expectations
Perform miscellaneous job-related duties as assigned
Qualifications/Knowledge/Skills: The successful candidate must be able to pass criminal background checks and must be willing to travel occasionally. The Candidate should have:
Excellent customer service skills and ability to communicate well with users in person, on the phone, or via email.
Must be able to thrive in a fast-paced, high transaction environment
Must be able to stay organized and have the ability to capture, prioritize, and resolve requests and issues initiating from the ticketing system, voice mail, email, or walk-up contact from the business
Must be highly flexible and able to adapt to rapidly changing priorities driven by the business users. This could include planned and unplanned work outside of core business hours.
Experience working with and supporting desktop operating systems such as Microsoft Windows 7 through Windows 10
Advanced knowledge of Microsoft Office Suite in addition to other relevant legal applications (time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools)
Excellent communication skills and patience working with users
Ability to record, track, correspond and document resolution of user problems
Ability to effectively communicate complex technical concepts, both verbally and in writing to non-technical users.
Experience supporting mobile devices and applications
Ability to troubleshoot connectivity issues with network-attached devices
Demonstrated track record of effective communication and professionalism.
Must be able pass a criminal background check
At least four years overall IT experience
At least two years of experience in a helpdesk or desktop support role preferred
Microsoft Office User Specialist (MOUS) or CompTIA A+ certification highly recommended