Tech Support Specialist

Axinn Veltrop & Harkrider LLP•Washington, DC

6h•$36 - $41•Hybrid

About The Position

Under the general direction of the IT Service Desk Supervisor, the Tech Support Specialist primary responsibility is to provide Level 1 & some Level 2 technical support. Problem resolution will be conducted in-person, via the phone, through email, teams or through remote support tools. This position is responsible for troubleshooting issues with all enterprise technology, software and hardware, while responding promptly to client needs and service requests. The Tech Support Specialist is a customer service-oriented Technician that provides Technical Support to users in a timely, efficient and accurate manner. The Specialist will also perform root cause analysis of reported issues, basic system administration and act as a resource for IT projects. Additionally, the following essential functions are key components of this role:

Requirements

BA/BS degree in a related field preferred with at least 1-2 years of related technical experience required
Excellent communication skills, both verbal and written
Knowledge with the following technologies: 1. Windows 10 & 11 2. Office 2016 & 2019 /Office 365 3. NetDocuments & Google Workspace 4. Adobe Acrobat 5. MDM Systems 6. Basic AD Administration 7. Video Conferencing Tools including MS Teams, Cisco Webex, and Zoom Communications 8. Computer Imaging & build (Desktop & Laptops)
Ability to troubleshoot, research and resolve software and hardware issues effectively
Ability to effectively prioritize and execute tasks in a high-pressure environment
Hands-on problem-solving abilities
Understanding of networking concepts and TCP/IP 1. DNS \ DHCP \Active Directory \Group Policies
Strong organizational skills with great attention to detail
Strong customer-service focus and collaborative mindset
The ability to work independently but within a team environment
Work well under pressure to meet tight deadlines while maintaining strong relationships with management, user-base and peers

Responsibilities

Provide Level 1, and some Level 2 technical support and problem resolution for computer systems, software, hardware, printers, copiers during business hours and non-business hours (remote)
Respond promptly to customer inquiries either in person, over the phone or through remote tools
Install, modify, and repair computer hardware and software
Move computer workspaces
Provide operational support and maintain the operational efficiency of the local data center
Support video conferencing technology within the conference rooms and facilitate internal and external meetings independently
Support the Firm’s mobile devices (smart phones and tablets) managed with current MDM System.
Provide after-hours support on a rotating basis as needed
Troubleshoot VPN log in issues
Perform basic account management within Active Directory for new hires/departures and assign user access rights to various network groups and directories
Manage employee onboarding and off boarding tasks in all IT systems
Maintain an accurate inventory of technology assets and related components
Maintain accurate documentation of work performed using ticketing system
Enter to support tickets into the ticketing system when tickets are not auto generated
Provide end-user training to employees on IT Policies/Procedures, applications and systems
Other duties as assigned

Benefits

Competitive starting pay and annual discretionary bonus and raise eligibility
Generous paid time off benefits (vacation, personal days, holidays, and sick leave)
Firm paid short and long-term disability, plus life and accident insurance
401(k) Profit Sharing Plan and Cash Balance Retirement Plan with generous employer contributions (please ask for further details re: eligibility requirements)
Comprehensive medical, dental, and vision insurance options
Flexible spending and health savings accounts (medical plan dependent)
Firm paid comprehensive Employee Assistance Program (EAP)
Student loan refinancing discounts
Fitness/Gym dues reimbursement program
Hybrid remote work schedules are available for most employees (per current policy, in-office presence is required at least 3-days per week and fully remote roles are not available)