Job Description
* Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems
* Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
* Troubleshoot issues as 1st & 2nd level support for multiple versions of Windows (10/11) and Office applications (O365)
* Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff
* Provide support for C-level and other senior management
* Install/upgrade hardware/software on workstations (including Mac)
* Troubleshoot and replace laptop and PC hardware and handle warranty repairs
* Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
* Assist users with mobile device setup for the BYOD program including apps (MS Outlook, RSA SecurID, Okta, MS Authenticator)
* Serve as first level support for email management programs (Outlook, Front)
* Serve as first level support for Vision application before escalation to developers
* Serve as first level support for network related connectivity issues, including WiFi, before escalation to Network Operations
* Serve as first level support for production applications (E-Transcript Manager, West Publisher)
* Troubleshoot and assist remote users and associated apps (RSA tokens, Citrix, etc)
* Serve as first level support for the 8x8 phone system
* Work with other technical teams to provide support for various products (Zoom, Parter Portal, Video Deliverables, etc)
Required Skills & Experience
* Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems
* Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
* Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff
* Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
* Provide support at depositions, as needed, by functioning as "on-site" IT support
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.