Berry Appleman & Leiden is not your typical law firm when it comes to technology. We've built an in-house Products team from the ground up that is dedicated to building the best technology in our industry. Our Products Team supports our flagship SaaS product, Cobalt, which won the SIIA CODiE award for "Best Legal Solution" in 2020, was a 2020 Tech Titans Finalist for Corporate Innovation and won the 2021 Law.com award for Most Innovative Operations Team. We've also built our industry's first mobile application, a new B2C mobile app and we're looking for new trails to blaze this year!
OVERVIEW: As a Desktop Support Engineer, your primary responsibility is to support your local office with technical issues and support as well as incidents escalated by the level one support team, while providing timely and effective solutions to end-user’s issue and requests, ranging from hardware and software issues to basic network connectivity and account access.
PRIMARY RESPONSIBILITIES:
- Act as the initial point of contact for in-office technical assistance and tickets escalated by Level 1 support.
- Provide timely and effective solutions to end-user issues and requests, ranging from hardware and software problems to basic network connectivity and account access.
- Provide prompt and courteous responses to resolve their issues or escalate to higher-level support when necessary.
- Troubleshooting: Diagnose and resolve hardware, software, and network issues reported by end-users.
- Walk users through the problem-solving process and document troubleshooting steps and resolutions.
- Account Management: Assist with account creation, password resets, and access permissions for various applications and systems.
- Hardware and Software Setup: Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other hardware devices.
- Install and troubleshoot software applications as needed.
- Ticket Management: Record and track all support incidents and service requests in the help desk ticketing system.
- Prioritize and manage workload to meet service level agreements.
- Knowledge Base: Contribute to the development and maintenance of the IT knowledge base, providing self-help guides and resources for end-users.
- User Training: Provide basic training to employees on commonly used software applications and technology best practices.
- IT Inventory Management: Maintain accurate records of IT assets and equipment, including tracking inventory, issuing hardware, and performing periodic audits.
- Escalation and Collaboration: Escalate complex or unresolved issues to appropriate IT teams and collaborate with other IT specialists to resolve problems efficiently.
- IT Security: Assist in enforcing IT security policies, such as malware prevention, data protection, and access controls, to ensure a secure computing environment.
QUALIFICATIONS:
- Requires a bachelor's degree in a related area or a combination of relevant certifications and job experience.
- Minimum 2 years’ experience in the PC Support/Help Desk field.
- Experience with PC hardware and peripherals is a must.
- Experience with network/server fundamentals is a plus.
- Experience at a law firm helpdesk is a plus.
- Strong knowledge of Microsoft Windows 10, 11 and the Microsoft Office Suite of applications.
- Knowledge with the O365 cloud base email system.
- Knowledge of Windows 2003/2008 Server Enterprise Edition and Active Directory processes.
- Knowledge with VPN and RSA solutions.
- Knowledge of commonly used concepts, practices, and procedures for resolving hardware and software-related issues.
- Knowledge of video conferencing systems is a plus (Preferably Zoom)
- General Server/network troubleshooting skills.
- Excellent interpersonal, communication (both oral and written), and problem-solving skills.
- Familiarity of workstation imaging
- Strong troubleshooting ability.
- Excellent verbal and written communications skills.
