Responsibilities: Resolves workstation issues throughout the organization to maximize firm-wide productivity. Acts as a resource to other IT groups by assisting with workstation, application, and testing. Provides on-site and remote support for end users regarding hardware (desktops, laptops, mobiles) and software in a timely manner. Supports multimedia meetings, including projectors and video & teleconference systems, in collaboration with the Audio/Visual Support team. Responds to support requests via phone, email, and in person, including monitoring the IT support email alias. Tracks and documents issues in IQ-track, escalating as necessary to ensure resolution. Works with staff and attorneys to ensure they understand and effectively use technology tools to maximize productivity. Provides incident support across various locations, including remote and home offices, with rapid problem resolution and root cause analysis. Performs diagnostic tests and recommends solutions for system problems. Installs, maintains, and upgrades hardware and infrastructure, including hardware repairs and setup requests. Maintains inventories and interacts with vendors for supplies and services. Develops instructions and procedures for software installation and configuration. Provides support outside regular hours, including evenings, weekends, holidays, and emergencies, with rotating on-call duties. May visit offices for onsite assistance and inventory tasks on short notice. Qualifications: 5+ years of experience with Windows workstation implementation, management, support. Certifications such as Microsoft Windows 10 MCSA, CompTIA Network+, and A+. Experience supporting Windows OS, MS Office, Office 365, SharePoint, Teams, Zoom, Skype for Business, and document management systems like NetDocuments. Basic networking knowledge in MS Server 2008 or 2012 environments. Experience with hardware repairs and component replacements for PCs, laptops, and printers. Preferred experience with video conferencing equipment. Additional experience with Citrix, PGP, Elite, Carpe Diem, Aderant, and Relativity is advantageous. #J-18808-Ljbffr Fawkes IDM
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