Fisher Phillips, a national employment and labor law firm, is seeking 2 Help Desk Technicians for its Atlanta office. Our range of experience enables us to bring efficient and practical solutions to today's labor and employment law problems. For more information about the firm, please visit us at our website at www.fisherphillips.com.
The Help Desk Support Technician will provide outstanding user support to over 30 offices across the country. The best candidate for this role will have very strong communication and organizational skills, proper phone etiquette and superb people skills. This candidate will spend most of their time in our office, providing technical support on the phone and/or remotely, and may travel on occasion.
Day to day responsibilities include answering first line helpdesk calls and responding to emails and ticket requests for service for all office locations.
Managing hardware or software problems
Handle Tier 1 help desk escalations through tickets or phone
Follow up on outstanding requests and ensure timely resolution
Support audio and video equipment in conference rooms
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking assistance.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Assist users with personal hardware as needed to access firm resources.
Support iOS and Android mobile devices.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Recognizing and escalating more difficult incidents to Tier 2 support
Logging call activity
Responsible for office moves, conference room technology setup
Follow Fisher Phillips asset management procedures for handling IT assets including intake of new equipment, moving of existing equipment and retiring end of life equipment.
Following the Fisher Phillips IT procedure for escalating issues to Team Lead or IT Support Manager promptly.
Completes special projects and participates in application testing as time permits.
Performs other duties as assigned by Team Lead or IT Support Manager, IT Director or Chief Information Officer.
High school diploma or equivalent and two or more years concentrated Help Desk experience preferably in a law firm environment; or equivalent combination of education and experience. Microsoft Office, MTA, MCSA Windows 10, or A+ Certification desired.
Technical experience working with Windows server computer systems and local area networks is a plus.
Possess excellent verbal and written communication skills with an ability to influence others.
1-3 years of experience in a Microsoft environment.
Ability to function in a fast-paced, service-oriented environment, and prioritize multiple projects on a daily basis and adjust to shifting priorities.
Strong sense of urgency and a high-energy level.
Ability to collaborate and gain the respect, trust and confidence of the Firm’s attorneys and professional staff.
Demonstrated ability to grasp and implement new concepts quickly.
Outstanding sense of customer service a must!
Deep personal commitment to integrity, excellent judgment and the highest standards of ethics.
Must display the highest level of diplomacy, tact and discretion, with comfort in handling and maintaining confidential information.
Ability to quickly get up to speed and master new applications and software is critical.
Ability to provide on-call and off hours support.
Ongoing interest in personal and professional career development.
Strong familiarity with mobile operating systems including iOS (iPhone & iPad) and Android.
Experience with Airwatch, Gemalto, InTapp, INSZoom, iManage (Desksite), Nuance, Office 365, Power PDF, Adobe, SharePoint, Aderant, Concur, Compulaw, BigHand Dictation, Workshare, Internet Browsers, etc.
Windows 8, Windows 10, Mac OS
Microsoft Office 2013 & Office 365
Mac & Dell hardware, Printers, Scanners, Computer Peripherals, Mobile devices (iOS, Android)
Client PC Connectivity – ethernet, TCP/IP and VPN
File server knowledge
Experience with PXE Boot imaging
Strong customer service and troubleshooting skills
Ability to communicate technical information both verbal and written to a wide range of end-users
No relocation costs. Principals only; no calls please.
We are committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex (including childbirth, breast feeding and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other protected status in accordance with all applicable federal, state and local laws.
About Fisher & Phillips LLP
Since 1943, the attorneys at Fisher Phillips have been committed to providing value to our clients. We do one thing - represent employers in labor and employment matters.
Our clients know their legal problems will be treated as business problems and that we strive to help them avoid legal problems. We believe the lawsuit that’s never filed is a better win for a client than a costly defense verdict.
Although skilled and tenacious advocates, our attorneys recognize that the most aggressive and expensive approach may not always be the best solution to a client's problem. We seek to identify the client's primary business objective, design a solution to fit the objective, and implement that solution in the most efficient manner possible.
By performing compliance audits, providing the right policies, procedures and training, and offering thoughtful advice and counsel, we assist clients in preventing employee claims and lawsuits, government investigations, and union organizing activity.
We’re in the client service business and know that many labor and employment problems arise without much warning and require an immediate response. We meet deadlines and provide plenty of adv...ance time where client review of documents is needed. And we communicate with our clients in plain English.
Founded in Atlanta,our attorneys practice before state and federal courts and administrative agencies in virtually every state.