Senior Desktop Support Engineer - Tier 1/2

We are a prestigious law firm based in Palo Alto, CA, seeking a Senior Desktop Support Engineer with a minimum of 5 years of experience. This role focuses on providing Tier 1 & Tier 2 support, printer/AV troubleshooting, white glove service for high-profile users, and mobile device support.

The Senior Desktop Support Engineer will be a key point of contact for all end-user IT needs, ensuring the efficient operation of desktop and peripheral equipment. System administration and network engineering tasks are escalated to a specialized team.

Key Responsibilities:

• Tier 1 & Tier 2 Support:
  • Provide timely and efficient desktop support to users, resolving hardware and software issues.
  • Troubleshoot and resolve issues related to Windows, macOS, Microsoft Office Suite, and other law firm-specific applications.
  • Manage and configure user accounts in Active Directory, Exchange, and Office 365.
  • Install, configure, and troubleshoot desktop computers, laptops, and other peripheral devices.
• Printer/AV Support:
  • Setup, configure, and troubleshoot printer issues (network and local).
  • Provide support for conference room AV systems, ensuring seamless operation during meetings and presentations.
  • Maintain and manage video conferencing tools such as Zoom and Microsoft Teams.
• White Glove Support:
  • Deliver personalized, high-quality support to senior staff, attorneys, and high-profile users.
  • Handle sensitive and time-critical issues with utmost confidentiality and efficiency.
• Mobile Device Support:
  • Provide support for mobile devices, including iOS and Android phones/tablets.
  • Configure and troubleshoot mobile devices with enterprise mobility management systems like Intune or MobileIron.
• Documentation & Training:
  • Maintain detailed documentation of issues, solutions, and processes.
  • Train users on new software, hardware, and IT best practices.

Qualifications:

• Minimum of 5 years of experience in a desktop support role.
• Extensive experience with Windows and macOS environments.
• Strong understanding of Active Directory, Office 365, and Exchange.
• Proficiency with printer and AV troubleshooting and support.
• Experience providing white glove support to senior-level employees.
• Solid knowledge of mobile device management (MDM) systems and mobile OS troubleshooting.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, deadline-driven environment.
• Strong problem-solving skills and a customer-first approach.

Preferred Qualifications:

• Experience working in a law firm or professional services environment.
• Familiarity with legal industry applications like document management systems, billing systems, etc.

Working Conditions:

• This role is onsite at our Palo Alto office.
• Occasional after-hours support may be required.

Why Join Us?

We offer a dynamic and collaborative work environment, competitive compensation, and opportunities for professional growth within a highly reputable law firm.

If you are a highly motivated and experienced desktop support professional who thrives in a fast-paced, client-focused environment, we encourage you to apply.