Resolves workstation issues throughout the organization to maximize firm-wide productivity and minimize system downtime
Responds to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to assigned office IT GROUP e-mail alias
Tracks, documents, monitors, and completes all issues in Help Desk ticketing system to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution
Provides comprehensive incident support for customers both in-person and remotely, including rapid problem resolution followed by root cause analysis and knowledge transfer by notifying others as appropriate based on problem documentation and escalation procedures
Runs diagnostic tests to isolate system problems and makes recommendations for potential solutions
Installs, maintains, and upgrades equipment and its associated infrastructure as needed
Provides basic PowerShell scripting assistance for key custom applications
Maintains inventories and interacts with vendors as necessary to contract technology supplies and services
Develops instructions and procedures for software installations and configurations, enabling knowledge sharing across the department
Performs daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary, which may require short notice to travel to the office outside of normal business hours; participates in rotating on-call coverage with other team members
May occasionally visit assigned offices to provide onsite assistance and inventory tasks as needed with short notice
Requirements
High school diploma or equivalent required; Bachelor's degree preferred
Minimum of 5 years of experience in Windows workstation implementation, management, and support preferably in the professional services industry
Experience using and supporting Windows; MS 365; SharePoint, OneDrive, PowerShell, Citrix, VPN, Teams, Zoom Webex and document management systems such as NetDocuments required
Basic knowledge of networking in an MS Server /2019 environment required
Current certifications in relevant technologies such as Microsoft Windows 10 MCSA, CompTIA Network+ and A+ preferred
Experience using and supporting video conferencing equipment preferred
Experience with Carpe Diem, Aderant and Relativity is a plus