Technical Support Technician - Fisher & Phillips LLP

Technical Support Technician

At Fisher Phillips, we know exceptional talent is the key to our success to providing the best service to our internal and external clients. Being a part of the Fisher Phillips team means you will work with cutting edge technology in a professional and fun environment under leadership ready to invest in your professional development. If you have a growth mindset, are eager to challenge yourself, and desire to work with a team of professionals instituting change on an ongoing basis, keep reading.

THE OPPORTUNITY

Fisher Phillips is an international labor and employment law firm, and we are hiring for a talented Technical Support Technician to lead our department and support the needs of the firm at an international level. In this role, the Technical Support Technician will provide outstanding user support for 42 offices across the United States and Mexico. The best candidate for this role will have very strong communication and organizational skills, proper phone etiquette and superb people skills. This candidate will spend most of their time on the phone with scheduled time in the office for support hardware setup provided the home location is in Irvine offices. This may require occasional travel outside of the home office as needed. To learn more information about our firm, please visit our website at www.fisherphillips.com.

POSITION RESPONSIBILITIES

• Provide an excellent customer service experience.
• This position is 90% phone contact with end-users with the remaining time focused on other requests.
• Collaborate and gain the respect, trust and confidence of the Firm’s attorneys and professional staff.
• Day to day responsibilities include answering first line service desk calls, responding to emails and ticket requests for service for all office locations. This includes issues related to computer systems, software, hardware and remote access.
• Follow up on outstanding requests and ensure a timely resolution.
• Support audio and video equipment conference room requests.
• Install, modify, and repair computer hardware and software.
• Support iOS and Android mobile devices.
• Responsible for office moves, conference room technology setup if primary work location is in the Atlanta or Irvine offices.
• Follow Fisher Phillips asset management procedure for handling IT assets including intake of new equipment, moving of existing equipment and retiring end of life equipment.
• Complete special projects and occasional participation in after-hours testing for system updates or deployments.
• Assist users with personal hardware as needed to access firm resources.
• Perform other duties as assigned.

QUALIFICATIONS

• Deep personal commitment to integrity, exceptional judgment, and the highest standards of ethics.
• Possesses excellent written and verbal communication competencies with an aptitude to communicate with others.
• Ability to function in a fast-paced, service-oriented environment, and prioritize multiple projects daily and adjust to shifting priorities.
• Demonstrate ability to grasp and implement new concepts quickly.
• Must display the highest level of diplomacy, tact and discretion, with comfort in handling and maintaining confidential information.
• High school diploma or equivalent and three or more years of concentrated Service Desk experience preferably in a law firm environment; or equivalent combination of education and experience. Microsoft Office, MTA, MCSA Windows 10/11, or COMPTIA A+ Certification desired.
• 3 -5 years of experience in a Microsoft environment.
• Ability to quickly get up to speed and master new applications and software is critical.
• Participate with rotating on-call and after-hours support.
• Ongoing interest in personal, professional career development and training.
• Experience with supporting or utilizing administrative features for: Aderant, Intune, iManage, Mimecast, VPN, Windows LAPS, LogMeIn/GOTO remote management, ZOOM meetings and phones, Office 365, Adobe Acrobat DC, BigHand Dictation, Workshare, FortiClient, OKTA, JIRA, BitLocker, Internet Browsers, etc.
• Knowledge of DOS Commands with printer trouble shooting.

REQUIREMENTS

• Microsoft Office 365
• Active Directory
• Dell hardware, Printers, Scanners, Computer Peripherals.
• Strong familiarity with mobile operating systems including iOS (iPhone & iPad) and Android.
• Client PC Connectivity – ethernet, TCP/IP and VPN
• File server knowledge
• Experience with SCCM and AutoPilot imaging
• Ability to communicate technical information both verbal and written to a wide range of end-users

WHAT WE PROVIDE

Fisher Phillips offers a comprehensive benefits package for eligible staff that includes medical, dental, and vision benefits, paid time off, paid holidays, 401(k) and profit sharing, life insurance, long-term disability, and an employee assistance program. We also offer optional benefits such as critical care, accident and hospital indemnity insurance, a student loan refinancing program, life insurance for dependents, and pet insurance.

No relocation costs. Principals only; no calls please.

We are committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex (including childbirth, breast feeding and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other protected status in accordance with all applicable federal, state and local laws.

The hourly rate range for this position is $31.25 - $38.46. Actual base pay within this range will be determined by several components, including but not limited to, relevant experience, internal equity, skills, qualifications, and other job-related factors permitted by law.