We are currently seeking a qualified candidate to fill this role, responsible for resolving incoming requests from customers experiencing issues with hardware, software, networking, and other computer-related technologies in accordance with service level agreements.

Key Responsibilities:

• Analyze and resolve technical problems based on shifting priorities, time constraints, and available resources, while accurately documenting resolutions in the call tracking system.
• Effectively log all support requests into the Service Desk ticketing system and escalate issues to the appropriate internal or external support personnel when necessary.
• Monitor support activities and provide updates to the team/management regarding any emerging trends, whether positive or negative, related to incoming support requests and applied solutions.
• Diagnose and troubleshoot hardware failures and system issues using diagnostic tools and established procedures.
• Install, configure, test, maintain, and troubleshoot customer workstations and associated hardware/software to meet service requirements.
• Stay current with relevant products, support policies, and best practices for delivering technical support.
• Participate in special projects as assigned.
• Evaluate and test new technology solutions to ensure their effectiveness.
• Provide exemplary client service and maintain professionalism in all interactions.
• Continuously enhance technical skills through self-learning, research, and participation in training programs.
• Improve client service by executing support requests diligently and thoughtfully.
• Participate in an after-hours on-call rotation, providing 24/7 technical support as required.

Qualifications:

• Bachelor's Degree in an IT-related field or an equivalent combination of education and experience.
• Minimum of two (2) years of progressively responsible experience in a related field, demonstrating applicable skills and competencies.
• Advanced knowledge of personal computer hardware, operating systems, and software applications, with a preference for experience in legal applications such as iManage, ChangePro, and Litera.
• Strong troubleshooting skills for Microsoft Office applications and Windows operating systems.
• Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to non-technical users.
• Proven ability to provide high-quality client service to both internal and external stakeholders.
• Strong organizational and prioritization skills to manage workloads in a dynamic environment.
• Ability to work independently and collaboratively with a positive and cooperative attitude.
• Capability to safely lift and transport items weighing up to 50 lbs.