The Senior Help Desk Support Specialist is responsible for the day to day activities of supporting desktop and network hardware and software functions for the end-users of Severson & Werson. This position is primarily focused on user problem resolution, requiring excellent customer service, communication skills, and technical knowledge of computers, network and server expertise.
Logs and monitors technical support incidents into the ticket management system from live calls, email, and voice mail systems. Monitors support center incidents and escalates based on need. Provides regular updates regarding resolution status to user community.
Works with other Desktop Support staff, Network Engineers, and Application Specialists to resolve technical issues as required.
Configures and deploys desktop hardware and software including but not limited to desktops, laptops, printers and hand held devices.
Monitors server/network health using SolarWinds NPM.
Checks event logs, verifies backups, and reviews monitoring tools, resources, and applications.
Participates in DR Planning and Testing and performs backup restoration tests according to schedule.
Proactively participates in setup and teardown of AV for meetings.
Works well as part of a team on technical projects.
Troubleshoots VPN remote access and manages network switches and routers.
Performs initial orientation training for all new employees and attorneys in the office. Must be professional and knowledgeable on a user level with all standard office applications.
Maintains specialized knowledge in the legal information technology area.
Minimum of four years of experience in end-user support.
Strong knowledge of applications and hardware used by law firms, including but not limited to iManage 9.4x; Exchange 2010/2013; Microsoft Office 2010 Suite; MS SQL; Trial Director or other litigation support software.
Ability to adapt applications to meet the business needs.
Strong communication and interpersonal skills both written and verbal.
Expert knowledge of Microsoft Office 2010 Suite with automation tools.
Technical experience configuring and supporting workstations, laptops, printers, and related equipment
College degree preferred, equivalent experience considered.
This position may travel to other offices, as needed.
Severson & Werson offers a competitive salary and benefits package.
Please send cover letter, resume and salary requirements to firstname.lastname@example.org for consideration.