Large law firm headquartered in Baltimore, MD seeks IT Support Technician to provide second tier software and hardware support to the enterprise, receives requests that cannot be handled by first tier support and determines and completes appropriate systems implementation and/or maintenance tasks. Minimum of 3 to 5 years work-related experience required. EOE
Functions: Second Tier Systems Support: Resolves elevated IT Service Center requests by providing advanced support to the user community during regular business hours as well as outside regular business hours according to a predetermined work schedule. If unable to resolve an issue, elevates and/or escalates service requests according to IT Service Center policies and procedures. Provides basic telephone system and voicemail support (e.g. moving and reconfiguring office phones). Supports current Video Conference Solution. (Approximately 80%)
Supplementary Duties: Covers first tier Service Request Fulfillment in the absence of IT Customer Service Technician. (Approximately 10%)
Systems Maintenance: Works in conjunction with the IT Engineering group to perform system maintenance tasks as needed. (Approximately 10%)
Requirements:
Technical / Field-Specific - Advanced knowledge of Windows XP and Office 2003 Suite. - Strong Desktop management skills - Demonstrated troubleshooting ability in a Windows Environment, including Active Directory and Citrix - Demonstrated ability of troubleshooting antivirus and SPAM management solutions (currently Kaspersky) - Demonstrated ability to support network applications and printers - Excellent hardware skills with PCs, laptops, and Blackberry Devices - Demonstrated ability to handle multiple projects and assignments - Demonstrated ability to administer and trouble shoot voice systems - Demonstrated ability to support document management and legal research tools - Demonstrated ability to support Video Teleconferencing equipment
Non-technical - Excellent written and verbal communication - Strong customer service mind-set and excellent customer service skills - Ability to work well independently and as part of a team - Ability to travel to remote offices - Experience in a fast paced environment
