Support Desk Technician

Witherite Law Group is a personal injury law firm specializing in motor vehicle accidents. Our vision is to improve the life of each person we serve. Whether it is for our employees, our clients, or our community, WLG puts people first, provides unmatched expertise, and displays integrity in every situation.  

Our attorneys and staff are committed to helping injured clients get the care and service they deserve. We take care of the complex legal work so that our clients can focus on recovery and getting their lives back. We aredetermined to help our clients get the settlement they deserve, and we will be by our client’s side every step of the way.  

This firm is a Top 100 Places to Work recipient and a National Top Workplace honoree. We are proud of these achievements and honored to be among this prestigious list of companies. Our culture is special. But you can’t just take our word for it...apply today and join the WLG family.  

Essential Duties/Responsibilities:

• Coordinates and provides technical support to Witherite Law Group personnel. This support is provided over the telephone and in person, using computers. Analyzes and solves standard software, hardware, and network problems in conjunction with our third-party partnerships.
• Receives, reviews and/or logs requests from end users regarding computer hardware, software and/or peripheral equipment problems, writes and tracks trouble tickets/work orders and articulates details about case resolutions.
• Provides first level and second-level assistance to customers, verifies the location of the problem, elicits information from end user on the nature of the issue, resolves issue or refers to higher level staff member when necessary.
• Reviews and tracks service requests and trouble reports related to hardware and software problems and coordinates with end users and/or managers to ensure that customer needs are met. Maintains records of work completed and resolutions.
• Performs workstation troubleshooting, performs configurations of new desktop images, installs, upgrades, and maintains computer workstation hardware, peripherals, and associated software, manages and executes installation upgrades and system patches.
• Creates user IDs, modifies user profiles, re-sets passwords and performs regular file maintenance, sets up basic user access permissions consistent with Witherite Law Group policies and procedures, documents all changes and revisions.
• Builds and maintains positive working relationships with co-workers, other Witherite Law Group vendors, and the public using principles of good customer service.
• Provides one-on-one training pertaining to the use of standard applications, equipment, and/or systems, including audio/video equipment, telecommunication equipment and systems, personal computers, laptop computers, and general office software.
• Performs basic installation, operation and maintenance of computers and peripheral equipment, monitors routine system parameters such as response time and general performance, tests and sets up basic hardware and software configurations, performs basic maintenance and repair on system components.
• Performs routine upgrades and/or other hardware/software support activities, connects computers to printers, scanners, mobile devices, and other peripheral equipment, loads software.
• Obtains new and upgraded system hardware and software from vendors, utilizes appropriate tools to install and test upgrades deployed within the company and by outside vendors, may develop utility programs as needed to ensure that new and upgraded systems work effectively with current systems and programs, determines and documents proper installation and configuration of assets, as well as training material.
• Assists with technical and functional supervision of vendors and/or contract staff during the implementation of hardware and software upgrades, patches, security, and backup/recovery processes.
• Informs management of existing or potential production problems, maintains problem logs, communicates with higher-level staff regarding documentation, testing, and scheduling concerns, communicates production or testing problems to user departments and keeps them apprised of schedule changes.
• Administers and maintains Witherite Law Group standards for system hardware and software, develops system related documentation.
• Reviews, submits, and tracks requests for system enhancements and equipment upgrades.
• Must be able to work with and support Attorney’s and C-Level executives.
• Assists with project management and network operations, as needed.
• Maintains an inventory of all computer systems, peripherals, and software.
• Performs miscellaneous administrative duties as needed, such as data entry.
• Assists with configuration, maintenance, and deployment of phone systems and IP based phones.
• Provides after-hours technology support as assigned.
• Performs other related duties as assigned.

Work Experience Requirements:

• Minimum of 5 years of responsible experience in a support desk environment.
• Associates or higher in an IT related degree.
• Azure Experience a plus.
• Azure Active Directory.
• Microsoft Office 365.
• Additional relevant technical experience that demonstrates the ability to perform analytical duties in assigned technology area may substitute for the required education on a year for year basis.
• Knowledge in computer hardware and software, operating systems, workflow processes, direct access techniques and remote processing.
• Knowledge in basic operational characteristics of local and wide area network systems.
• Knowledge in basic operational characteristics of communication systems, equipment, and devices.
• Strong Knowledge in methods and techniques of testing, troubleshooting, problem solving, and maintenance of desktop computer, network, and communication system hardware and software.
• Strong Knowledge in the tools used in the maintenance, testing, troubleshooting, and installation of personal computers, communications equipment, network components, and peripheral equipment.
• Knowing principles and practices of effective customer service.
• Knowing all the safe work practices when working with electronic equipment.
• Operations, services, concepts, terms, and activities common to a comprehensive, state of- the-art information technology program.
• Knowledge of principles of records and database management.
• Have a basic knowledge of virtual desktop environments.
• Strong knowledge of Microsoft Group Policy and Active Directory functions.
• Basic knowledge of hosted and virtual PBX systems.
• Basic knowledge of VoIP set up and IP phased phone equipment (RingCentral and inContact preferred).
• Analyze problems with software, hardware, communications, and operating systems, identify and locate the source of the problem, diagnosis problem and develop logical, reliable solutions, and initiate corrective actions.
• Install, maintain, repair, and modify a variety of computer equipment, software, communications and electronic equipment and systems.
• Write procedures and documentation for problems, solutions, and standards.
• Maintain and manage documents, inventory and records of computer assets, and coordinate ordering of supplies.
• Ability to read, comprehend and retain technical information on computer products and systems.

Education Requirements:

• CompTIA A+ Certification required.
• Microsoft Certified Desktop Support Technician (MCDST) a plus.
• Any other related IT Certification is a bonus.

Physical Requirements:

• Office environment with normal business hours necessary to satisfactorily perform job functions. Some overtime may be required to accomplish timely work demands.
• Learn the operations and functions of an assigned business unit.
• Learn to analyze problems with software, hardware, communications, and operating systems, identify and locate the source of the problem, diagnosis problem and develop logical, reliable solutions, and initiate corrective actions.
• Learn to install, maintain, repair, and modify a variety of computer equipment, software, communications and electronic equipment and systems.
• Learn to write procedures and documentation for problems, solutions, and standards.
• Track service requests and trouble reports and ensure problems are resolved.
• Communicate clearly and concisely, both orally and in writing.
• Communicate technical issues to individuals with varying degrees of information technology knowledge.
• Establish and maintain effective and professional working relationships with all end users.
• Meet the attendance standards of Witherite Law Group.
• Learn to organize and manage multiple priorities and perform a variety of work assignments.
• Work independently and as a cooperative, contributing member of a team.
• Provide on-call service during off hours, evenings, weekends, and holidays. Some travel may be required.

Disclaimer:

This job description is intended to describe the primary duties and functions of the job but is not intended to be all-inclusive of the tasks and duties that may be assigned.  Other tasks necessary to the daily functions of the firm may be required of the individual in this position.