Bay Area Desktop Support Engineer/ Law Firm Help Desk Support

Desktop Support -San Francisco based with travel to Palo Alto 

Summary:

The San Francisco office is looking for an experienced Desktop Support Engineer to support the Information Technology department. This is an international law firm of approximately 1,200 lawyers located in 13 offices in six countries.

If you are looking to work in a friendly, collaborative environment that affords unique opportunities to expand your professional development, this role is for you.

The ideal candidate will have a minimum of three years’ experience to be a part of our Information Technology team. The Desktop Support Engineer will be responsible for providing technical phone support for the business and for end user devices-both hardware/software including PCs, laptops, IP Telephones, and mobile devices.

This position will be located in SF and require you to travel to Palo Alto once a week at a minimum and as needed.

Responsibilities:

• Field incoming help requests from end users via telephone and e-mail in a courteous manner
• Ensure all requests from users are logged and escalation procedures are followed
• Maintain problem status/resolution information in ticketing database
• Ensure SLAs are met by reviewing the Help Desk inbox and tickets
• Escalate issues and collaborate with the appropriate IT teams to find resolutions
• Update Help Desk knowledge base with accurate and up-to-date information
• Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment
• Troubleshoot Android and Apple iOS software issues
• Maintain expert level knowledge of the platform’s operating systems, standard applications, and computer hardware solutions
• Work overtime as required
• Perform other duties as assigned

Qualifications:

• College degree required in a technology discipline (preferred)
• Three years’ of professional experience in supporting end user equipment in a high availability corporate or law firm environment
• Must have excellent customer service skills, communication skills and be a team player
• Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications
• Experience supporting mobile technologies iOS and Android

ADA Requirements:

• Ability to sit at a desk most of the working day and walk short distances
• Needs manual dexterity, speed and accuracy in handling office equipment
• Ability to work efficiently and accurately in an atmosphere of frequent interruption
• Ability to work in close proximity to other individuals
• Ability to carry light objects, e.g., files, small objects and supplies a short distance
• Must be able to lift, carry and move objects up to 15 lbs.

Employment Status

• Non-Exempt

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