Technical Support Technician

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Technical Support Technician
The candidate provides front line technical support for all IT related incidents and requests for service. This position requires exceptional internal client service, technical expertise, and ability to perform a broad array of IS responsibilities to help ensure all attorneys and professional staff have the necessary IT support to deliver exemplary legal service to the firm’s external clients. Investigate, troubleshoot, and resolve all computer software and or hardware problems; these include, but are not limited to MS Office, MS Outlook, Internet Access, Remote Connectivity, Printing, and Audio Visual services. Provide on-site or remote technical support for all Information Services related issues. This position supports attorneys and staff in Chicago office. Provide mobile device support to include setup of devices (iOS, Android, etc.) to connect to the firm’s mobile device management system and remote authentication applications. Provide or recommend software and or hardware specific solutions for problems and or requests to management. Isolate reoccurring technical issues in order to address customer problems proactively. Escalate issues when required to level III desktop engineering or network operations. Open, review, resolve and close assigned support tickets according to SLA’s. Track all requests for service and support in the incident tracking software. Update associated knowledgebase with standard resolutions as required. Prevent loss of customer functionality with regular maintenance on computers. Review computers on a regular basis to ensure they are on the latest software releases including security patches. Maintain office desktop and laptops by following imaging process that includes data backup and configurations for new and existing customers. Create, maintain, and update IT equipment in asset tracking software. Inventory equipment on a regular basis to confirm asset tag information, customer ownership and location. Responsible for participating in all on-going training deemed necessary. Provide backup audiovisual support that includes plasma screens, audio Polycom equipment, microphones, external speaker equipment, video conferencing, or other presentation services. Create and maintain in-house team documentation; these include but are not limited to setup checklists, equipment summaries, and documentation for the IS Documentation Library. Ensure customer satisfaction by reviewing and performing follow-up communications (written or electronic) on open/closed tickets. Provide weekend and after hours on-call support as required by the position. Responsible for on-boarding and off-boarding of employees. Including setup, removal, and relocation of IT equipment as necessary. Assist with equipment lease returns according to the firm’s leasing schedule (currently every two years). Prepare equipment for return by wiping drives, obtaining accessories. Monitor lease return schedules and coordinate equipment returns to leasing company.

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