Job Details
Job Summary
The Technical Support, AV & Desktop Specialist is responsible for providing direct, technical support and troubleshooting assistance to attorneys and staff. The Specialist will identify, research, track, monitor and resolve technical issues.
Job Responsibilities
Resolves incoming requests for assistance from users experiencing problems with hardware,
software, networking, and other computer related technologies.
Analyzes and resolves problems according to shifting priorities, time frames and resources, as
well as documenting resolutions in call tracking system.
Effectively documents all support calls and, if necessary, escalates calls to proper internal
support person. Monitors progress through resolution.
Monitors support activity and informs team/manager of any perceived trends, positive or
negative, in calls being received and/or solutions being employed.
Acquires and maintains knowledge of relevant products, current support policies, and
methods of support delivery.
Troubleshoots, diagnoses and identifies failing/failed parts or systems through the use of
hardware diagnostic software and routines.
Assists in the management and maintaining of the hardware asset inventory.
Imaging and repair of equipment.
Provides deskside support.
Performs setup of video teleconference equipment.
Performs setup of conference room technologies; projectors, screens, PCs.
Participates in the implementation of special projects as requested.
Consistently models the highest levels of client service orientation and professionalism.
Continually improves technical proficiency through research, self-training and participation in
internal and external training opportunities.
Continually improves client service through diligent, thoughtful and timely execution of
support requests.
Participates in the after-hours pager rotation, providing on-call 24x7 technical support.
Participates in the rotation of monitoring and resolving of voicemail and email requests.