Responsibilities:
Resolves workstation issues throughout the organization to maximize firm-wide productivity
Acts as a resource to the other IT groups by assisting with workstation, application, and testing.
Provides on-site and remote end users support for all issues involving firm provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner.
Provides multimedia meeting support as necessary to assist the Audio/Visual Support team, including the support of projectors and video & teleconference systems in a timely and efficient manner.
Responds to telephone, email, and in-person requests for technical support; including
monitoring and responding to questions directed to assigned office IT GROUP e-mail alias.
Tracks, documents, monitors, and completes all issues in IQ-track to ensure timely and
effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution.
Works with staff and attorneys to ensure that they understand how to use the technology tools available to them, to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues.
Provides comprehensive incident support for customers at varied locations, including in-person, remote, and home office (as needed), including rapid problem resolution followed by root cause analysis and knowledge transfer by notifying others as appropriate based on problem documentation and escalation procedures.
Runs diagnostic tests to isolate system problems and makes recommendations for potential solutions.
Installs, maintains, and upgrades equipment and its associated infrastructure as needed;
investigates hardware problems and performs repairs as necessary; responds to equipment setup requests in a timely and proficient manner.
Maintains inventories and interacts with vendors as necessary to contract technology supplies and services.
Develops instructions and procedures for software installations and configurations, enabling knowledge sharing across the department.
Performs daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary, which may require short notice to travel to the office outside of normal business hours; participates in rotating on-call coverage with other team members.
May occasionally visit assigned offices to provide onsite assistance and inventory tasks as
needed with short notice.
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