Service Desk Specialist II
About The Position
Bowman and Brooke LLP is a national product liability boutique law firm with more than 200 lawyers in 17 offices known for defending household name manufacturers of motor vehicles, medical devices, pharmaceuticals and consumer products in high exposure, technically intricate lawsuits and mass torts throughout all 50 states. We have surpassed our 1,000 th trial milestone, affirming our rank as one of the foremost product liability trial firms in the country. At Bowman and Brooke, we know it takes each and every team member to deliver best in class service. That’s where you come in! We are actively searching for a Service Desk Specialist with 3-5 years of experience to join our team in Troy, Michigan.
Requirements
- High school diploma plus a minimum of 3 years of experience in a technical support role (deskside preferred)
- Demonstrated proficiency with Windows 11, M365 Office Suite, computer hardware and peripherals
- Knowledge of basic networking principles and Active Directory concepts
- Working knowledge of the following: desktop remote assistance, document management system (iManage Work preferred), imaging and desktop deployment, ticket tracking software
- Exemplary customer service skills in an occasionally demanding and stressful environment
- Strong written and verbal communication skills and the ability to effectively collaborate with team members
- Maintain a professional demeanor and appearance in line with office standards, including appropriate attire and conduct
- Strong organizational and time management skills
- Proven ability to translate technical jargon and concepts to non-technical users
- Must be able to work "on-call" shifts on a regular basis. This includes weekday evenings and weekend days.
- Occasional travel to trial sites or other office locations as needed
Nice To Haves
- CompTIA A+ and Microsoft Certified Professional certifications preferred
Responsibilities
- Resolve user issues with our software suite (Windows 11, M365 Office Suite, Adobe Acrobat, Microsoft Teams, iManage Work, and other legal software)
- Direct support for all hardware devices (desktops/laptops, tablets, smartphones, printers, VoIP phones, and audio/visual equipment)
- Resolve firmwide user issues via remote access support and local desk-side service
- Troubleshoot basic local network issues under direction of IT Infrastructure Team
- Serve as subject matter expert for at least one application or process
- Perform general technical support tasks and other projects/duties as assigned
- In-office audio/visual support for meetings utilizing Microsoft Teams Room systems
- Oversight for at least one additional office location, to include regular onsite visits
- Support trials across the country, working onsite at trial locations as needed
- Maintain the security/privacy of Firm data and assets
Benefits
- Comprehensive medical, dental, and vision insurance
- Firm paid life, disability, domestic partner benefits
- A generous paid time off policy
- Retirement savings plan with employer profit sharing contributions
- Nine paid holidays
- Well-being programs and activities
- A 24/7 employee assistance program with confidential counseling
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
