Information Technology Specialist

Profile

Information Technology Specialist
The candidate with direction from the IT Director, provides first and second level support; and implements protocols, procedures, response and resolution timelines for Help Desk personnel to follow regarding support, software, and hardware for LCHB end-users. Provide primary response and support for user technical advice and technical/troubleshooting issues; to include: Physical and virtual desktop support. Application support for physical and virtual desktop environments. Local and remote connectivity issues to Firm resources. Local and remote printer support. Support in connecting mobile devices to Firm resources; including iPhone and Android. Preparing and assisting with document/data transfer via hard/flash drive, burning CDs/DVDs, FTP, or cloud-based media. Preparing and initiating teleconference, videoconference, or presentation sessions. Assisting with wired and wireless network connectivity for computers and peripherals. Assisting with approved basic non-standard desktop software installation. Provide deployment and removal of user equipment including: Deployment of client-side desktop images and applications. Client configuration and setup to include desktop systems, Avaya telephone, mobile devices, and printers. Reimage and cleanup of terminated user equipment. Preparation, checkout, and check in of loaner equipment. Utilize firm’s Help Desk ticketing software to maintain and track user issues from inception through problem resolution per guidelines, including response and resolution timelines. Monitor Help Desk ticket queue to ensure issues are being resolved or escalated in a timely and proper fashion. Assist with creation and maintenance of documentation. Firm core applications and software documentation. IT internal documentation. Work with senior staff and consultants during development to ensure software is configured according to users’ needs; test to ensure no end-user or compatibility problems; assist with developing and implementing rollout notification strategy for end-users. Maintain specified updates to Firm’s Intranet and assist other departments as needed with making changes to their sections of the Intranet. Assist with data entry with infrequently used applications such as Visio and PowerPoint. As required provide telephone, PC, printer and/or application support training for new employees as well as designated training for existing attorneys and staff; prepare/update supporting documentation as needed. Keep up-to-date on the hardware and software supported, including the creation and/or update of related workflow procedures. Coordinate timely repair of computer hardware with outside vendors, including tracking repair call logs, monitoring inventory levels, verifying bills/invoices. Coordinate specific systems-related office needs as appropriate. Assist with the inventory control of end user related items such as loaner equipment, desktops, monitors, printers, phones, and other peripherals. Provide assistance for any other rote task as designated by administration needs, including but not limited to backup tape handling, system startup/shutdowns, equipment moves, and cable moves. Provide support as directed for any outage or implementation, including working non-business hours as necessary. Assist with other tasks, projects, and/or support as assigned. Participate in off-hours support rotation. Travel as necessary.

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