Helpdesk Support Technician

Who We Are:
A leading international law firm specializing in providing comprehensive legal services to a diverse client base including individuals, startups, small businesses, established enterprises. We are experienced in and specialize in services for: corporate law, intellectual property, litigation, mergers and acquisitions, venture capital, tech transactions, life sciences, privacy and data protection, and more. While our presence is largest amongst tech hubs like the Silicon Valley, we have other offices in the US, Europe, and Asia to serve clients globally.


Who You Are:
The Helpdesk Support Technician will report to the Office Technology Manager and is responsible for the efficient deployment and utilization of office computers, printers, scanners, telephones, audio-visual equipment, and other computer or telephone-related devices. They will assist the service desk personnel team in troubleshooting and maintaining desktop systems.


Responsibilities:

• Utilize a ticketing system to effectively track and manage customer reports regarding hardware, software, telephone, mobile device, and peripheral problems.
• Regularly utilize User Experience Monitoring applications to ensure optimal performance.
• Install and configure desktops, laptops, and telephones following firm-defined installation templates or guidelines.
• Provide assistance to HR and Facilities in setting up ergonomic equipment.
• Install, troubleshoot, and maintain PC peripheral equipment such as printers, scanners, and mobile devices.
• Offer on-site technical support, including computer setup and breakdown, office moves, and support for printers, scanners, mobile devices, and other technology equipment as required.
• Actively participate in pilot groups and perform quality assurance checks for computer system builds, program deployment, and updates.
• Serve as the first point of contact to isolate and troubleshoot customer problems related to hardware and/or software. Escalate issues to the other members of the team when necessary.
• Enter and manage data in inventory databases to track hardware and software moves, additions, and changes. Keep track of Change Forms for new hires, departures, support requests, transfers, and name changes.
• Familiarity with the company’s software applications and ability to prepare documents, statistical charts, graphs, and spreadsheets as needed.
• Set up and maintain audiovisual equipment in conference rooms.
• Assist with meeting setup and provide support for video conferencing using web-based conferencing systems. Also, provide on-site technical support for off-site or remote trials and conferences.
• Troubleshoot and resolve wireless connectivity issues for both internal and external customers.
• Provide support for telephone programming and maintenance of handsets
• Serve as backup for service desk and provide technical coverage as required.
• Troubleshoot and coordinate hardware and software repairs with vendors.
• Act as a liaison for internal and external customers, including local or regional technology management and staff, service desk personnel, and local or regional firm management
• Educate and support colleagues to enhance overall department knowledge and improve the customer service experience.
• Perform any other duties assigned or required as necessary.

Qualifications/Skills for Consideration:

• 3-5 years of Experience working in IT Helpdesk Support
• Microsoft Office Suite support (ver. 2016 and up)
• Windows Operating Systems (2008, 2012, 2016)

Compensation and Benefits

• Medical/Dental/Vision/Life Insurance
• HSA, Dependent Care Flexible Spending Account
• Pre-Tax Commuter Benefits
• Paid Time Off/Holidays
• Parental Leave/Fertility Benefits

Applicants must be currently authorized to work in the US on a full-time basis now and in the future. This role is full-time, direct-hire, and open only to those who are residing within the United States and able to reliably commute to the (Torrey Pines Area) San Diego, CA.

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