OverviewResponsibilitiesGeneral SummaryResponsible for providing second level user support, and first level infrastructure support for
client site. 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 Responsibilities1.) Work closely with the Support Manager/Director of IT to;
- Ensure high levels of user satisfaction with support services offered.
- Provide day to day IT support of firm operations.
- Respond to and resolve calls escalated from the Help Desk.
- Utilization of call tracking system to track all reported problems.
- Ensure callers are kept informed of status of their issues.
- Provide desktop hardware and application support for the firm's laptop computer systems including answering basic "How-to" questions on technologies in our environment if called upon.
- Perform basic administrative tasks such as conference room setups.
- Provide day to day support on phone systems.
- Support staff arrivals, departures and moves.
- Perform maintenance of IT equipment as needed.
- Identify new Information Technology needs.
2.) Work closely with National IT staff to;
- Participate in the resolution of local issues
- Participate in National IT projects as needed.
- Participate in the deployment of new technologies in the local office.
- 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 in Bi-Monthly IT Support Meetings.
6.) Provide "after hours" support in accordance with office requirements.
Skills, Experience, Education and Other Job-Related Requirements1.) Bachelor's degree, preferably in Computer Science, and/or a minimum of three years' experience in related systems support and management. Vendor certifications preferred. ITIL certification desired.
2.) Experience with direct support of the following technologies:
- Microsoft Windows 11 desktop Operating System
- MS Outlook/Exchange Online
- Microsoft 365 suite of applications
- Intune Endpoint Management /Microsoft Multi-Factor Authenticator
- iManage Document Management System
- Microsoft Active Directory
3.) Basic experience with the following technologies:
- Zoom Video/Phone
- Lenovo X1 Carbon laptops
4.) In general: responsibility, reliability, initiative, patience, determination, assertiveness, inquisitiveness, tenacity, and a desire to learn.
5.) Ability to meet deadlines and effectively complete designated job assignments.
6.) Ability to communicate effectively with firm personnel at all levels and outside parties as necessary.
7.) 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.
8.) Attendance Requirements: On site/Remote 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.
9.) Expected to wear a mobile device to insure availability.
10.) 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.
11.) Able to lift equipment up to 45lbs and not limited to crouching, bending, and standing for extended period.
QualificationsThe compensation range for this position is $80,000- $95,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and where applicable, licensure or certification obtained.
Market and Firm factors are also considered. In addition to the base salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus.
Pay RangeUSD $80,000.00 - USD $95,000.00 /Yr.
