Job Summary

The Help Desk will have the appropriate technical expertise to work with all levels of the organization’s personnel to install, maintain, and repair and/or upgrade end-user IT hardware or software. In addition, for end-users requesting technical service and support this person will work towards maximizing productivity by providing exceptional user support across the LAN and WAN environments.

Duties & Responsibilities

  • The essential functions require the Help Desk position is to take calls, provide remote support and visit floor locations to install, troubleshoot, maintain and support IT applications and equipment  – such as laptops, desktops, mobile devices, printers, monitors, telephones, etc.
  • Create new user accounts and associate accounts to the appropriate groups for access rights.
  • Responds to all daily requests for IT technical service and support via phone, email, voicemail, in-person.
  • Displays the highest level of customer service, interpersonal skills, and professionalism by responding to customer needs in a timely and supportive manner, without delay.
  • Excellent written and verbal communications.
  • Setups and maintains multimedia and video conferencing systems for internal/external meetings.
  • Flexible and available to work after-hours and overtime as needed.
  • If necessary, deal with third-party support and equipment vendors.

Preferred Knowledge, Skills and Abilities

  • 2+ years of experience in a technical support position. Law firm experience is a major plus Support role.
  • Associate/Bachelor’s degree in a related technical field or equivalent work experience.
  • Experience creating and maintaining high quality end-user technical documentation.
  • Microsoft Windows 10 operating system and Microsoft Office 2016 (Outlook, Word, Excel, PowerPoint).
  • Experience supporting legal software preferred.
  • Support of HP LaserJet multi-function devices (MFDs) preferred.
  • Previous User and Workstation Microsoft Active Directory administration required.
  • Experience with basic server room management, cable management/patch panels, and IT server room racking a plus.
  • Ability to lift and move equipment up to 30 lbs.
  • Other duties as assigned.

Please contact Wendy Whitemore at whitemore@scmv.com.