IT Support Specialist (Tier 1) - Fawkes IDM

Responsibilities:

• Responds to onsite end user support issues regarding event or meeting concerns and facilitates the proper use of required technology to allow for a successful experience.

• Responds to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to assigned office IT GROUP e-mail alias.
• Tracks, documents, monitors, and completes all issues in Service Now to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution.
• Ensures equipment and associated technology is properly functioning for new hires, office moves and visiting personnel. Complete in person follow up with end users to ensure prompt resolution of operating problems, coordinating with other IT staff members as needed.

• Regularly interacts with DC office personnel to ensure technology is functioning appropriately, updates are completed and provide guidance on ways to mitigate recurring issues.
• Assists with preventative maintenance and testing of software and hardware.  Provides feedback as necessary.
• Coordinates with other internal Information Technology teams where overlap exists to develop efficient procedures and communications to stream-line processes and satisfy various department needs.

• Performs daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary, which may require short notice to travel to the office outside of normal business hours; participates in rotating on-call coverage with other team members.
• May occasionally visit non-dc offices to provide onsite assistance and inventory tasks as needed with short notice.
  

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred
• 2+ years IT customer service experience in a law firm
• Basic knowledge with basic laptop and printer repairs and ability to replace basic components of a PC, Laptop, and Printer required
• Basic knowledge of using and supporting video conferencing equipment
• Basic knowledge using and supporting Microsoft Office; SharePoint, OneDrive, PowerShell, Citrix, VPN, Teams, Zoom Webex and document management systems such as NetDocuments
• Basic knowledge of networking in an MS Server 2019 environment