Our client, a renowned law firm, is looking for a Desktop Support Specialist to join their growing team.

General Summary

Responsible for providing second level user support, and first level infrastructure support for the firm. Participate in the deployment of new technologies, the identification of IT needs and work with National IT staff to meet and maintain high standards of support and systems availability established by the firm.

Principle Duties and Responsibilities

1. Work closely with the Site Support Manager to;

a. Ensure high levels of user satisfaction with support services offered.

b. Provide day to day IT support of firm operations.

i. Respond to and resolve calls escalated from the Service Desk.

ii. Utilization of call tracking system to track all reported problems.

iii. Ensure callers are kept informed of status of their issues.

iv. Provide application support for the firm’s desktop and laptop computer systems including answering “How-to” questions on technologies in our environment.

v. Provide desktop hardware support for the firm’s desktop and laptop computer systems.

vi. Setup and ongoing support for approved SmartPhone and Tablet devices.

vii. Perform basic administrative tasks such as conference room technology setup and management of office laptop and hardware.

viii. Provide day to day support on phone systems.

ix. Support staff arrivals, departures and moves.

c. Identify new Information Technology needs.

2. Work closely with National IT staff to;

a. Participate in the resolution of local issues

b. Participate in National IT projects and deployment of new technologies as needed.

c. Participate in the ongoing maintenance and upgrades of IT infrastructure and end user equipment in local office to minimize unplanned system downtime.

3. Maintain data for local office in National IT equipment and software inventory systems.

4. Participate in the installation of all IT equipment.

5. Contribute to Information Technology Knowledge Base.

6. Provide After Hours Support in accordance with office requirements.

Skills, Experience, Education and Other Job Related Requirements

1. Bachelor’s degree, preferably in Computer Science, and/or a minimum of three years experience in related systems support and management. Vendor certifications preferred.

2. Experience with direct support of the following technologies:

a. Windows desktop operating systems

b. Microsoft Outlook email client

c. Microsoft Office suite of applications

d. BDP contact management

e. iManage document management

f. Intel based personal computer hardware and related peripherals

3. In general: responsibility, reliability, initiative, patience, determination, assertiveness, inquisitiveness, tenacity, and a desire to learn.

4. Ability to meet deadlines and effectively complete designated job assignments.

5. Ability to communicate effectively with firm personnel at all levels and outside parties as necessary.

6. Interpersonal skills necessary to interact and work productively as part of the Information Technology, and overall firm team, delivering high quality services to our clients.

7. Attendance Requirements: On site during normal working hours and available as necessary before or after normal working hours to work at the firm, over the telephone, or at off-site meetings, in order to meet the demands of the job and the needs of the firm.

8. Expected to carry an email enabled SmartPhone to ensure availability.

9. Travel Requirements: Ability to engage in off-site travel as required from time to time, in order to meet the demands of the job, and the needs of the firm.

PearlCare Search Group

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