Technical Support, AV & Desktop Specialist

Job Summary

The Technical Support, AV & Desktop Specialist is responsible for providing direct, technical support and troubleshooting assistance to attorneys and staff. The Specialist will identify, research, track, monitor and resolve technical issues.

Job Responsibilities

• Resolves incoming requests for assistance from users experiencing problems with hardware,

software, networking, and other computer related technologies.

• Analyzes and resolves problems according to shifting priorities, time frames and resources, as

well as documenting resolutions in call tracking system.

• Effectively documents all support calls and, if necessary, escalates calls to proper internal

support person. Monitors progress through resolution.

• Monitors support activity and informs team/manager of any perceived trends, positive or

negative, in calls being received and/or solutions being employed.

• Acquires and maintains knowledge of relevant products, current support policies, and

methods of support delivery.

• Troubleshoots, diagnoses and identifies failing/failed parts or systems through the use of

hardware diagnostic software and routines.

• Assists in the management and maintaining of the hardware asset inventory.

• Imaging and repair of equipment.

• Provides deskside support.

• Performs setup of video teleconference equipment.

• Performs setup of conference room technologies; projectors, screens, PCs.

• Participates in the implementation of special projects as requested.

• Consistently models the highest levels of client service orientation and professionalism.

• Continually improves technical proficiency through research, self-training and participation in

internal and external training opportunities.

• Continually improves client service through diligent, thoughtful and timely execution of

support requests.

• Participates in the after-hours pager rotation, providing on-call 24x7 technical support.

• Participates in the rotation of monitoring and resolving of voicemail and email requests.