Position Overview

This position is responsible for providing assistance to PC users, supporting both hardware and software, as well as assisting the National IT Manager with day-to-day and ongoing projects. This position also provides upper-level software application and computer hardware support for all users in the office.

Primary Duties and Responsibilities

• Provides support for computer hardware, printers and telephones; provides or replaces hardware as needed; maintains current inventory of hardware and telephones.
• Provides technical support to users for firm hardware, telephone, printers and software applications.
• Monitors second-level Help Desk requests and responds in a timely manner.
• Provides handheld support by configuring the devices for users; troubleshoots and repairs handheld devices and maintains an online inventory of firm-owned Blackberries.
• Provides advice and assistance in developing special applications; informs users of special techniques to facilitate their work and assist with operations problems. Assists users with hardware and software installations and upgrades.
• Assists users with remote access.
• Troubleshoots user problems; dispatches technical assistance from maintenance vendors and maintains service logs; assists with disaster recovery and backs up the National IT Manager.
• Participates in the physical connection, installation and general troubleshooting of the telephone system, computer equipment, network devices and network file servers.
• AV Support - Scheduling and overseeing the setup of audio/visual presentations for CLE's, management meetings, training and other various types of communications. This includes video conference calls, PowerPoint presentations, video recording and web casting to various offices, as well as to client locations. Test and update all systems as required. Verify all equipment is properly stored and turned off directly after meeting to insure longevity and security.

Secondary Duties and Responsibilities

• Assists on special projects when required.
• contact vendors as needed.
• Perform other duties and responsibilities as assigned.

Working Conditions

• Job is performed in a typical office environment, but is subject to time pressures and constraints.
• Occasional overtime, including weekend work, may be required.
• Ability to lift 30 pounds and stand for long periods of time.

Education

• High school diploma; college degree preferred. Experience considered in lieu of education.

Experience

• Five years experience working with computers and in a support environment required. Experience working in the IT department of a legal environment preferred.

Special Knowledge

• Computer networking, hardware configuration and diagnostics and software application knowledge required. Experience with local area networking preferred. Knowledge of state of the art audio/visual equipment, including video conferencing, video recording camera, projector, sound system and other built-in AV equipment.

Technical Skills

• Knowledge of current firm-supported software, including Windows, Microsoft Office Suite, standard law firm applications and document management systems preferred.

Attributes

• Ability to communicate both written and verbally with all levels of an organization in a supportive role under normal and crisis conditions. Ability to work well with people and display patience, tact and adaptability in a support environment. Ability to troubleshoot problems on both a hardware and software level, and solve problems timely and effectively.

Other Qualifications

• Ability to maintain confidential information.