Technical and Desktop Support Specialist

FBT Gibbons LLP•Nashville, TN

4d•Onsite

About The Position

FBT Gibbons LLP is a national law firm focused on serving companies operating and investing in the middle market. With nearly 1,500 employees across 25 offices, we support clients ranging from large multinationals to mid-sized businesses and growth-oriented startups across the United States. Our teams collaborate across departments and geographies to deliver excellent service to our clients, colleagues, and the communities we serve. At FBT Gibbons, diversity enriches our vibrant culture and empowers our teams to achieve more together. We welcome talented professionals who bring valuable skills, a collaborative mindset, and a shared commitment to helping our firm and clients thrive. Here, you’ll make meaningful contributions, collaborate with exceptional colleagues, and build a career that grows with your skills and ambitions. We are currently seeking a Technical and Desktop Support Specialist to provide second-tier help desk support, assist with equipment setup, and help ensure a seamless experience for internal clients. The ideal candidate has strong troubleshooting and time management skills while providing a white glove customer service experience. This position is based in our Nashville office.

Requirements

Associate degree or equivalent from two-year college or technical school, or equivalent combination of education and experience.
Minimum of two years of relevant technical and desktop support experience required.
Candidate should have knowledge of Windows 10, Microsoft Office 365, and be familiar with or attend training on other required applications.
Ability to lift up to 50 pounds individually, and the ability to crawl under a desk in order to service computers.
Ability to work on call-support on a designated weekends throughout the year.
Must have high degree of professionalism when interacting with internal and external clients.

Nice To Haves

Experience supporting technology in a law firm environment is preferred.

Responsibilities

Work closely with members of the Applications and Support teams to effectively resolve technical issues.
Provide second-tier help desk support via phone, desk side and remote assistance.
Set up hardware, printers, telephones and peripherals to ensure seamless operation.
Track the distribution of laptops, printers, and mobile devices from the firm's loaner pools, following proper procedures to protect the firm's investment in these assets.
Assist with daily audio-visual setups and the checkout of laptops and other equipment as requested.
Provide expert telephone support to internal clients, troubleshooting a variety of software, hardware and network issues until resolution or escalation.
Log internal client calls, maintain records and capture final solutions in the firm's online ticketing system.
Route calls to the appropriate group for resolution in accordance with established escalation procedures and provide status updates to internal clients throughout the life of an incident.
Assist with familiarizing employees with the firm’s computer systems, software, and phone system.
Deliver high quality support in a timely manner to meet the needs of internal and external clients.