Helpdesk Support and IT Technician

Snell & Wilmer•Dallas, TX

8h•Hybrid

About The Position

Snell & Wilmer has a full-time opportunity for a hybrid Helpdesk Support and IT Technician in our Dallas Office. This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, to ensure that a consistent, high-quality service. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge. You will be responsible for providing high-quality user support, troubleshooting IT issues, and maintaining hardware. This role requires a combination of phone support and on-site IT Technician duties, ensuring efficient technology operations for attorneys, staff, and firm leadership. You will report directly to the Director of Learning & User Support and work with IT Management, software development/procurement and user groups. This position is Monday through Friday normal business hours with occasional overtime, on-call, and weekend hours as needed. Once trained, you will work a hybrid schedule with a mix of remote support and on-site presence. Some after-hours availability may be required for system maintenance or urgent support.

Requirements

2 to 4 years of experience in a helpdesk, desktop support, or IT technician role preferred, but not required
Strong Microsoft Office 2016/O365 skills required
Excellent verbal and written communication skills
The ability to investigate and troubleshoot issues
Experience of working effectively within a team and collaborating with others to achieve a goal
Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
Drive, self-motivation, and ability to work under own initiative
Sound knowledge and experience of supporting range of IT applications, platforms, and technologies
Ability to communicate processes and procedures verbally clearly and accurately and in writing
Develop professional and effective working relationships with customers and key stakeholders
Deliver a high level of customer service

Nice To Haves

Law firm software preferred, but not required

Responsibilities

Deliver first-level technical support via phone, email, and remote tools for software, hardware, and network issues.
Log, track, and resolve service requests within the firm’s IT service management system.
Troubleshoot user issues, providing step-by-step guidance and escalating complex problems as needed.
Support user account management tasks, including password resets and access provisioning.
Participate in an on-call rotation for after-hours, weekend, and holiday support as assigned.
Set up, configure, and deploy laptops, desktops, printers, and mobile devices.
Perform hands-on troubleshooting and repair for hardware, including workstations, peripherals, and docking stations.