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Desktop Support Analyst

Desktop Support Analyst

Robert HalfDallas, US
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JOB DESCRIPTION

Under the direction of the IT Director, the IT Support Specialist performs a variety of technology support functions. They are responsible for ticket escalation and general software support, hardware (laptops, desktops, printers, and phones), and training. They are also responsible for working with vendors and resolving system issues.

ESSENTIAL DUTIES

  • Provide advanced technical and informational assistance to users of the client’s computer systems in a timely, accurate, and courteous manner.
  • Assist with the installation, configuration and support of Windows-based equipment and applications in our network environment.
  • Assist with the setup and execution of video conferences & events.
  • Assist users with using Zoom, Microsoft Teams and other video and teleconference platforms.
  • Perform routine support on computers, printers, and other peripherals, including but not limited to connecting to wireless networks, clearing paper jams, replacing toner cartridges, relocation and / or setup of computer equipment.
  • Provides timely resolution of all incident tickets.
  • Install new software packages on Firm computers and assist users with getting started and becoming self-sufficient with firm technology.
  • Complete office setups and relocations as necessary.
  • Assist with documentation and inventory of hardware & software as necessary.
  • Adhere to the clients technology standards, data protection and security awareness policies and procedures.
  • Assist with equipment procurement for events through third parties.
  • Monitor depositions, meetings or similar proceedings through various virtual platforms and provide technical support as well as assisting the clients, videographers, and court reporters regarding various issues that occur.
  • Keep manager informed on the status of work / projects, problem areas and customer satisfaction.
  • Performs other duties as assigned.

SKILLS NEEDED TO BE SUCCESSFUL

  • Ability to communicate effectively both orally and in writing with computer users regarding problems and questions.
  • Excellent customer services skills and the ability to work in a challenging environment.
  • Knowledge of video conferencing systems and web conferencing equipment and systems.
  • Ability to work well in a team and independently.
  • Ability to understand and translate technical material for non-technical users.
  • Excellent organizational skills for prioritizing projects.
  • Thorough knowledge of Microsoft Windows and Microsoft Office Suite.
  • General knowledge of PC LANs and networks including Windows.
  • Ability to quickly learn new applications and upgrades to existing applications.

    • EDUCATION AND EXPERIENCE

  • Previous experience in the legal field is desired.
  • Minimum 3 years of experience in a Windows and network environment.
  • Associate or bachelor’s degree is not required but preferred.
  • Certifications not required but preferred.
  • Ability to understand procedures and instructions specific to the area of IT.
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    Desktop Support • Dallas, US