We are currently seeking a
Technical and Desktop Support Specialist to support the firm's technology operations through hands on troubleshooting, desk side assistance, and responsive user support.
The ideal candidate demonstrates a strong client service mindset, communicates effectively, and takes a reliable, solutions oriented approach to support requests.
Key Responsibilities: - Work closely with members of the Applications and Support teams to effectively resolve technical issues.
- Provide second-tier help desk support via phone, desk side and remote assistance.
- Set up hardware, printers, telephones and peripherals to ensure seamless operation.
- Track the distribution of laptops, printers, and mobile devices from the firm's loaner pools, following proper procedures to protect the firm's investment in these assets.
- Assist with daily audio-visual setups and the checkout of laptops and other equipment as requested.
- Provide expert telephone support to internal clients, troubleshooting a variety of software, hardware and network issues until resolution or escalation.
- Log internal client calls, maintain records and capture final solutions in the firm's online ticketing system.
- Route calls to the appropriate group for resolution in accordance with established escalation procedures and provide status updates to internal clients throughout the life of an incident.
- Assist with familiarizing employees with the firm's computer systems, software, and phone system.
- Deliver high quality support in a timely manner to meet the needs of internal and external clients.
Job Requirements:- Associate degree or equivalent from two-year college or technical school, or equivalent combination of education and experience.
- Minimum of two years of relevant technical and desktop support experience required. Experience supporting technology in a law firm environment is preferred.
- Candidate should have knowledge of Windows 10, Microsoft Office 365, and be familiar with or attend training on other required applications.
- Ability to lift up to 50 pounds individually, and the ability to crawl under a desk in order to service computers.
- Ability to work on call-support on a designated weekends throughout the year.
- Must have high degree of professionalism when interacting with internal and external clients.
FBT Gibbons offers a competitive salary and a comprehensive benefits package, including health care coverage (medical, dental, and vision), life insurance, short- and long-term disability, paid parental leave, employee wellbeing and EAP programs, paid time off, and a 401(k) retirement plan with employer matching and profit-sharing. Benefit offerings and eligibility vary by location and are subject to applicable plan terms and legal requirements.
The pay range for this role accounts for the wide range of factors considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. For applicants physically based in Newark, a reasonable estimate of the current range is $36.00 - $42.00 hourly. Actual pay will be determined based on skills, relevant experience and other job-related factors, consistent with applicable employment laws.
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