IT Support Technician

Please send resume in WORD format should you be interested in the following IT Support Technician position located in Dallas TX 75201. This is a full-time, direct-hire position with a salary between 60-75K with awesome benefits. If you’re not interested, please pass along to your colleagues as we do pay referral fees.

Location: Dallas (downtown)

Term: Full-time, Direct-hire

Sponsor/Transfer Visas: NO

Bachelor’s degree required: YES

Salary: 60-75K

Work environment: 100% in the office Law Firm experience highly preferredWhite Glove support experience requiredBachelor’s degree requiredA+ Certification required

GENERAL STATEMENT OF DUTIES: The IT Support Technician will be responsible for providing Help Desk / Desktop level support related to the use of software, hardware, network, mobile devices, and remote access. The IT Support Technician is responsible for identifying, analyzing, documenting and rectifying issues in a timely, professional, and efficient manner. The IT Support Technician will also provide local end user hardware/software support, set up A/V meetings, and deploy new hardware.

DUTIES & RESPONSIBILITIES:

• Answer / respond to calls and e-mails placed to the Help Desk by creating, categorizing, and prioritizing tickets through the Firm’s ticketing software. Resolves tickets in a timely manner.
• Support Firm hardware and software for all users. This includes but is not limited to laptop and desktop hardware, all peripherals, iPhone/Android devices, Windows 10, Office 2016, iManage, Citrix, VPN, etc.
• Perform hardware break/fix for laptops, desktops, printers, scanners, and peripherals.
• Image machines based on Firm standard practices.
• Escalate user issues to the appropriate groups for resolution.
• Support phone system additions, moves, and changes under the direction of the telecommunications team.
• Support local server and network hardware under the direction of System and Network Engineers.
• Support local copiers and the CopiTrak system.
• Perform preventive maintenance on hardware, software, and AV equipment as required.
• Support conference room technologies for voice and video conferencing systems.
• Participate in Firm projects as needed.
• Perform or assist with desktop hardware/software training as necessary, including facilitating and setting up WebEx or Video Conference sessions.
• Participate in weekly AV testing to proactively identify and address issues as needed.
• Follow policies / procedures / checklists to prevent or minimize disruption of service to end users.
• Perform / maintain local equipment inventory (e.g. desktop, laptop, monitor, printer, etc.) and schedules periodic recycle pickups in accordance with Firm recycling policy.

EDUCATION & EXPERIENCE:

• Bachelor’s degree
• 3 plus years of technology experience
• A+ certification required
• Network+, MOS, MCP certifications a plus
• Must possess strong troubleshooting skills for both hardware and software
• Must be able to repair hardware systems including replacement of hard drives, power supplies, motherboards, RAM, etc.
• Must possess strong customer service skill and communication skills.
• All IT Support Technicians must attend internal CTE program classes and pass post-exams with 80% or higher for each class.
• Excellent intrapersonal skills with a demonstrated ability to maintain a customer-service focus at all times; ability to work effectively with all levels within an organization.
• Proven ability to work on multiple priorities in a deadline-driven environment.
• Excellent ticket documentation skills
• Ability to maintain a high level of flexibility.
• Excellent analytical, troubleshooting and problem-solving skills.
• Self-motivated and self-directed with the ability to work with minimal supervision.