Desktop Support Specialist (Jackson, MS)
New Orleans, LA 70139
The primary function of the Desktop Support position is to provide support to users and maintain equipment used to provide services. The candidate for this position will:
Provide dedicated phone support of Intel based hardware and software systems during 75% of the work day via remote access, and remote desktop tools.
Track assigned tasks throughout problem solving life cycle using the firm s HelpDesk system. Must maintain accurate and timely service tickets.
Perform basic printer services.
Deploy PC hardware and software.
Serve as communications focal point between users and second level engineers.
Follow up with users to ensure appropriate satisfaction levels and escalate problems as needed.
Setup technical aspects of conferences and meetings, operating media display equipment and Polycom based video systems.
Provide paid on-call support to the firm on a rotation basis.
Serve in rotation to present New Hire Orientation.
Maintain licensing compliance and asset tracking databases of hardware and software.
Reset security passwords.
Serve as local data recovery expert of failed hard drives and PC based systems.
Assist users in managing approved wireless devices.
Monitor local network servers.
Special projects as assigned by management.
Supervision Received and/or Given:
Supervision received by Desktop Support Manager.
Minimum Acceptable Qualifications:
Must be a resourceful team player with excellent interpersonal and customer service skills.
Proven ability to diagnose and troubleshoot a wide range of hardware and software related problems.
A background in support of windows based software applications and operating systems including MS Windows 7, Microsoft Office 2010 (Word, Excel, PowerPoint, Outlook, Project), and antivirus products.
Minimum 3-4 years of helpdesk experience. A+, MCP, or other full industry certification a plus. A+ and Network Essentials certification is preferred within one year of employment.
Additional Desirable Qualifications:
Knowledge of legal specific and large firm applications such as iManage, Interaction, Summation, Elite Accounting, and FileMakerPro databases a plus.
Hyper-V Virtual Machine Manager Console Experience