Under supervision of the Director of Legal Support Services, this role provides first and second-tier hardware, software and device support, assists with daily AV meeting setups, and participates in departmental hardware/software projects and rollouts.
Receive requests via phone and through an electronic ticketing system – prioritize incoming requests and escalate when necessary.
Responsible for setting up and monitoring AV setups, videoconferences, teleconferences.
Provide support for laptops, tablets and smartphones.
Work closely with other members of the Help Desk team to develop and maintain best practices, share information, and write internal documentation.
Consistently deliver high quality support in a timely manner to meet internal and external client needs.
Assist with other department projects and assignments, as requested.
Strong knowledge of MS Office 2016, Windows 10.
Solid understanding of hardware, including computer peripherals and components.
Familiarity with other software and applications such as iManage, CCC Macro Pro, VPN, Citrix, WebEx.
Organized and detail oriented.
Ability to absorb and retain information quickly, and the desire to learn.
Strong problem solving and analytical skills.
A deep sense of client service.
Excellent communication and interpersonal skills.
Ability to write clear and succinct documentation.