Technical Support Engineer

Berry, Appleman & Leiden•Mclean, VA

40d•$62,600 - $66,500

About The Position

The Helpdesk Specialist/Technical Support Engineer will be the first line of support for all internal and external issues/request that are sent to the help desk. They will work will directly on the help -desk ticket or assign/escalate as needed. This role represents a skilled and experienced member of the team.

Requirements

Requires a bachelor's degree in a related area or a combination of relevant certifications and job experience.
At least 4 years' experience in PC Support/Help Desk field
Experience with PC hardware and peripherals a must
Experience with network/server fundamentals a plus
Experience with phone systems administration a plus
Strong knowledge of Microsoft Windows 7, 10 and the Microsoft Office 2010,2016 Suite of applications
Knowledge with O365 cloud base email system
Knowledge of Windows 2003/2008 Server Enterprise Edition and Active Directory processes
Knowledge with VPN and RSA solutions
Knowledge of commonly-used concepts, practices, and procedures for resolving hardware and software related issues
General Server/network troubleshooting skills
Excellent interpersonal, communication (both oral and written), and problem-solving skills
Familiarity of workstation imaging
Strong troubleshooting ability
Excellent verbal and written communications skills

Nice To Haves

Experience at a law firm helpdesk is a plus

Responsibilities

Provide support to users on PC hardware, software, and telephone issues
Identify, research, and resolve technical problems following general guidelines. Offer solutions and recommend training for recurring problems
Document trouble calls and enter solutions into a service desk system. Prioritize, track and monitor problems to ensure timely resolution.
Perform account/machine setups and decommissions
Perform additional asset setup/configuration and account administration duties
Project team member on large scale system/hardware upgrades
Maintain IT hardware and software inventory
Perform daily systems checks
Responsible for selected IT improvement projects and participates in others
Other duties as assigned