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Form of work JOB DESCRIPTIONSkiltrek is looking for an onsite Desktop Support resource, also known as Office Technology Specialist for their Chicago office. The office has around 400 total end users but the number of onsite folks tends to be around 250, so any remote users will be phoning the Service Desk for support. The onsite team of Office Technology Specialists is 5. The firm is in the Top 50 largest law firms in the world; they focus on corporate, litigation, intellectual property, fund formation, public markets, employment, life sciences (#1 law firm for tech and life sciences IPOs), clean technology, real estate, financial services, retail, regulatory and energy practices. The firm received the following awards form Fortune Magazine: Best Companies to Work For, Best Workplaces for Women, Best Workplaces for Flexibility, Best Workplaces for Giving Back, and Best Workplaces for Parents.
This role is 100% onsite in the office 5 days a week, but offers many perks.
Their team embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the Office Technology Specialist is expected to recognize that the IS department is a service organization, first and foremost, and will be evaluated on this requirement equal in importance to the technical and operational responsibilities outlined later in this document.
Under direct supervision of the OTM, ensures that office computers, printers, scanners, audio visual, mobile devices and other computer or telephone-related devices are productively deployed and used. Assists service desk personnel and local OTM with troubleshooting and operational maintenance of desktop systems. Performs various technical duties, which include, but are not limited to, the following:
Position responsibilities:
Use ticketing system to track all customer reports of hardware, software, telephone, mobile device and peripheral problems
Use User Experience Monitoring application on a daily basis
Install and configure desktop, laptop, and telephone equipment in accordance with firm defined installation templates or guidelines
Assist HR and Facilities with ergonomic equipment setups
Install, troubleshoot and maintain PC peripheral equipment such as printers, scanners and mobile devices
Provide on-site technical assistance, including computer setup and breakdown, office moves, troubleshooting of printer, scanner, mobile devices and other technology equipment support, as needed
Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates
Isolate customer problems with hardware and/or software as first-line support and escalates problem resolution to more senior technicians as necessary
Enter data into and manage inventory databases to track information pertaining to hardware and software moves, adds/changes. Tracks all Change Forms relating to new hires, departures, support and name changes
Familiar with software applications and prepares documents, statistical charts, graphs and spreadsheets as needed. Coordinate change forms for local office regarding IS functions.
Setup and maintenance of conference room audiovisual equipment
Meeting setup and support for video conferencing using web-based conferencing systems. Also, will provide on-site technical support for off-site/remote trials or conferences
Troubleshoot and resolve wireless connectivity for internal and external customers
Provide support for telephone programming and handset maintenance under direction of OTM
Provide back-up help desk & technical coverage, as needed
Troubleshoot and coordinate repairs of hardware and software with vendorsMINIMUM REQUIREMENTS- 5-7+ years experience in Desktop/Technical Support
- hands-on hardware and software support
- MS Office suite 2016 and higher, Windows 7 & 10
- mobile phone support
- printer support
- basic networking experience (TCP/IP, DHCP, and DNS)
- asset management and new hire equipment set up and office moves
- excellent customer service
- ability to work Over-Time as neededDESIRED SKILLS- iManage
- Experience working in a smaller setting where the technician has "worn many IT hats" extremely helpful
- law firm background
This role is 100% onsite in the office 5 days a week, but offers many perks.
Their team embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the Office Technology Specialist is expected to recognize that the IS department is a service organization, first and foremost, and will be evaluated on this requirement equal in importance to the technical and operational responsibilities outlined later in this document.
Under direct supervision of the OTM, ensures that office computers, printers, scanners, audio visual, mobile devices and other computer or telephone-related devices are productively deployed and used. Assists service desk personnel and local OTM with troubleshooting and operational maintenance of desktop systems. Performs various technical duties, which include, but are not limited to, the following:
Position responsibilities:
Use ticketing system to track all customer reports of hardware, software, telephone, mobile device and peripheral problems
Use User Experience Monitoring application on a daily basis
Install and configure desktop, laptop, and telephone equipment in accordance with firm defined installation templates or guidelines
Assist HR and Facilities with ergonomic equipment setups
Install, troubleshoot and maintain PC peripheral equipment such as printers, scanners and mobile devices
Provide on-site technical assistance, including computer setup and breakdown, office moves, troubleshooting of printer, scanner, mobile devices and other technology equipment support, as needed
Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates
Isolate customer problems with hardware and/or software as first-line support and escalates problem resolution to more senior technicians as necessary
Enter data into and manage inventory databases to track information pertaining to hardware and software moves, adds/changes. Tracks all Change Forms relating to new hires, departures, support and name changes
Familiar with software applications and prepares documents, statistical charts, graphs and spreadsheets as needed. Coordinate change forms for local office regarding IS functions.
Setup and maintenance of conference room audiovisual equipment
Meeting setup and support for video conferencing using web-based conferencing systems. Also, will provide on-site technical support for off-site/remote trials or conferences
Troubleshoot and resolve wireless connectivity for internal and external customers
Provide support for telephone programming and handset maintenance under direction of OTM
Provide back-up help desk & technical coverage, as needed
Troubleshoot and coordinate repairs of hardware and software with vendorsMINIMUM REQUIREMENTS- 5-7+ years experience in Desktop/Technical Support
- hands-on hardware and software support
- MS Office suite 2016 and higher, Windows 7 & 10
- mobile phone support
- printer support
- basic networking experience (TCP/IP, DHCP, and DNS)
- asset management and new hire equipment set up and office moves
- excellent customer service
- ability to work Over-Time as neededDESIRED SKILLS- iManage
- Experience working in a smaller setting where the technician has "worn many IT hats" extremely helpful
- law firm background
