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Do you enjoy working in a team environment, providing excellent customer service, and solving complex problems? If so, this is the job for you.
We are looking for an IT support officer to join our team! You will collaborate closely with our team to respond to requests in person, over the phone, or through the Helpdesk ticketing system. We are looking for someone who will work well as part of a team and provide excellent customer service.
The ideal candidate will have experience with all Microsoft Windows operating systems, Office 2013 and later, Windows Domain Services, and SCCM are required. Experience with a practice management system, Skype for Business / Microsoft Teams, and iManage is highly desirable.
The successful candidate should be experienced with desktop computers, workstations, notebooks; servers; networking protocols; network configuration; switching; routing; etc.
Among the key responsibilities are, but are not limited to:
Operations
- Assist the IT Helpdesk Support team in responding to requests in person, over the phone, or through the Helpdesk ticketing system.
- Provide end-users with first-level diagnosis and troubleshooting support for the firm's computer hardware, software, mobile devices, and technical tools and products.
- Ensure that assigned tasks and requests are completed and communicated in a timely, efficient, and professional manner, while also learning and employing appropriate methodologies to support our high level of customer service.
-As needed, escalate issues to the IT Helpdesk Supervisor and second level support.
- Set up new employees according to instructions, including issuing assets and ensuring that all appropriate policies and procedures are followed.
- Processing departing employees as directed, ensuring adherence to all appropriate policies and procedures.
- Assist with the setup and management of IT equipment for company meetings and events.
- Gadens' Standard Operating Environment is used to image PCs.
- As directed, test monthly security updates.
- Monitor incidents and requests, liaise with support teams, and maintain communication with relevant stakeholders to drive resolution.
- Management of the firm's information technology assets, including the upkeep of appropriate registers.
- As needed, provide training on how to use IT assets and services.
- Maintain records in order to identify issues, known errors, and related procedures.
- Repair hardware such as printers, desktops, laptops, docks, mobile phones, and monitors.
- When firm-wide issues arise, communicate with key personnel.
Security
- Ensure that the firm's services are kept secure in accordance with best practises and the firm's policies and procedures .
- Procedures, Processes, and Documentation
- Examine and improve appropriate IT Helpdesk procedures and operation documents to ensure they are current and being followed correctly.
Reporting
- Keep the Helpdesk supervisor up to date on:
- Excellent tickets
- Trending tickets should be escalated.
- Client floor requirements / AV meeting setups
If you are interested in this position and believe you are a better fit. Please send your resume to [email protected] today!
Thank you!
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