Technical Support, AV & Desktop Specialist

Job Summary

The Technical Support, AV & Desktop Specialist is responsible for providing direct, technical support and troubleshooting assistance to attorneys and staff to identify, research, track, monitor and resolve technical issues.

Job Responsibilities

• Resolves incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.
• Analyzes and resolves problems according to shifting priorities, timeframes and resources, as well as documenting resolutions in call tracking system.
• Documents all support calls and, if necessary, escalates calls to proper internal support person. Monitors progress through resolution.
• Monitors support activity and informs team/manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.
• Troubleshoots, diagnoses and identifies failing/failed parts or systems through the use of hardware diagnostic software and routines.
• Maintains equipment, spare part, and supply inventories.
• Performs setup of personal computers for use within the firm's network.
• Performs setup of video teleconference equipment.
• Performs setup of conference room technologies; projectors, screens, PCs.
• Performs setup of telephones in a Skype for Business environment.
• Participates in the implementation of special projects as requested.
• Improves technical proficiency through research, self-training and participation in internal and external training opportunities.
• Participates in the after-hours pager rotation, providing on-call 24x7technical support.
• Participates in the rotation of monitoring and resolving of voicemail and email requests.

Knowledge, Skills and Abilities

• Advanced personal computer skills including hardware, operating system and software knowledge, and legal applications.
• Ability to troubleshoot Microsoft Office Applications required. Legal application knowledge preferred.
• Demonstrated ability to communicate clearly and effectively, both orally and in writing with attorneys and staff.
• Ability to communicate technical concepts to non-technical users.
• Ability to provide quality client service to both internal and external contacts, regarding matters of a routine nature.
• Demonstrated ability to organize and prioritize work in adynamic and complex environment to meet deadlines and daily requirements.
• Demonstrated ability to work effectively with others in a cooperative, enthusiastic and friendly manner to accomplish position functions and participate in team efforts.
• Ability to safely lift, move and carry items weighing up to 50 lbs.

Education

The position requires a Bachelor's Degree in Computer Science or Information Systems. Equivalent training and experience may substitute for education.

Experience

The position requires Minimum of two (2) years of customer service or technical support experience required. Law firm and technology experience preferred. Minimum of two (2) years of experience working with personal computers, laptops and audio visual equipment.