Desktop Support Specialist

Profile

Desktop Support Specialist

The candidate receives end-user technical requests in a prompt and courteous manner via telephone, e-mail, in-person, or other methods. Documents all pertinent end-user information, including name, department, contact information, nature of problem or issue, and problem details, in accordance with established help desk procedures. Prioritizes and schedules, resolves, or escalates end-user technical requests in a courteous, timely, appropriate, and effective manner in accordance with established Help Desk service-level agreements. Troubleshoots and resolves assigned end-user technical problems and issues over the phone, using remote-control utilities, or in-person at the desktop level. Tests fixes/solutions and provides follow-up communication with the end-user to ensure technical problems or issues have been adequately resolved. Uses software updates, drivers, utilities, knowledge bases, frequently-asked questions (FAQ’s), and internet research tools to aid in problem resolution and documentation, in accordance with established change management procedures. Performs hands-on fixes at the desktop level, including installing, upgrading, configuring, testing, monitoring, and troubleshooting end-user hardware and software. Performs regular preventive and corrective maintenance on end-user equipment including desktop PC’s, laptops, printers, phones, and mobile devices. Assists with system team to help troubleshoot and deploy network related equipment and software. Accurately documents desktop equipment or component failure, repair, installation, and removal. Assesses and communicates security risks associated with current and future technology implementations and solutions, including applicable processes. Ensures that information security measures and equipment adhere to all applicable laws and regulations. Other duties as assigned. Associate’s degree in a technology or business-related field or 2+ years of relevant work experience is required. Prior law firm experience involving direct user support for 1+ years of experience is strongly desired. Certification as a Microsoft Certified Professional (MCP) or CompTIA A+ Technician is desired.

Company info

Barnes & Thornburg LLP
11 South Meridian Street
Indianapolis
Indiana
United States 46204
Website : http://www.btlaw.com