Essential job functions:
 Receive and respond to Help Desk calls, emails, and voicemails with the objective of resolving as
many problems as possible on the initial contact via phone and/or remote.
 Escalation point for Tier 1 helpdesk staff.
 Document the end user request or issue as well as decisions made, actions taken, and final
resolution into the appropriate knowledgebase .
 Escalate requests (when required) to the appropriate team members.
 Follow-up on outstanding helpdesk calls.
 If a request cannot be resolved remotely, desktop resolution may be required including, issue
analysis, installing and upgrading software, installing hardware, configuring applications or
hardware.
 Maintain the existing desktop equipment in a stable condition. Includes all tasks necessary to
anticipate problems whenever possible. Ideas, plans and options should be discussed with
the appropriate manager.
 Document the end user request or issue as well as decisions made, actions taken, and final
resolution into the appropriate knowledgebase.
 Assist with basic networking issues, e.g., monitoring backup jobs, handling basic network tasks
working in conjunction with the Network and System Managers.
 Install and configure hardware and software according to firm standards.
 Repair and replace equipment as needed.
 Provide onsite and remote support to end users.
 Ability to work in Active Directory.
 Understanding of Cisco Meraki switches.
 Test new technology.
 Create documentation for staff for training purposes.
 Ability and willingness to work overtime when needed.
 Participate in on-call rotation.
Educational and experience requirements:
 College degree in related field a plus or certifications a plus, but not required.
 Minimum 2 years legal experience.
 Minimum 5 years experience working in a technical support role.
 Strong oral and written communication skills.
 Proven leadership skills with the ability to meet deadlines and established goals.
 Strong customer service orientation and the proven ability to work collaboratively with others.
 Expertise with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
 Knowledge of legal applications, e.g., Aderant, Intapp, document management applications,
Adobe PowerPDF.
 Experience with Intune and troubleshooting hardware issues.
 Basic networking experience.
 Experience in working in a team environment.