Desktop Support Technician

Summary

Provides Tier 1 and Tier 2 support as the primary point of contact for employee IT issues, including hands-on hardware support and remote troubleshooting.

Responsibilities

• Resolve questions and problems with computers, phones, printers, and remote access in a timely, courteous manner
• Document all requests in the ticketing system (e.g., ServiceNow) and escalate as needed
• Deploy, troubleshoot, and maintain PCs, laptops, printers, and phones
• Handle equipment installs and user moves; maintain hardware inventory
• Set up and support video conferencing and AV systems
• Provide after-hours on-call support, including nights, weekends, and holidays
• Report recurring issues and trends to leadership

Requirements

• 4+ years of hands-on desktop and support center experience
• Understanding of LANs/WANs in a Microsoft environment
• Strong knowledge of Microsoft Office (Outlook, Word, Excel) and experience with document management systems (e.g., iManage)
• Familiarity with ITIL processes
• Law firm or professional services experience a plus