DBI Staffing
Desktop Support Specialist (temp to perm-100% onsite) - Washington, DC
DBI Staffing, Washington, District of Columbia, us, 20022
The IT Support Specialist works directly with attorneys, staff, managers, and firm directors. The IT Support Specialist has regular interactions with the IT staff at all levels of the organization, including IT Directors and the firm's CIO, as it relates to operations, support, training, and technology improvements. The IT Support Specialist can expect to have frequent contact with attorneys in all the firm's offices including senior leaders throughout the firm.
POSITION SUMMARY : The IT Support Specialist is a critically important role situated in the IT Department responsible for in-person, telephone, and hardware support of all firm-authorized technology and related services, including troubleshooting and resolving technical problems. They serve as the IT Department's ambassador to the rest of the firm, supporting attorneys and staff on a wide range of technology issues, especially related to legal document processing. The IT Support Specialist must resolve local and Help Desk trouble tickets efficiently and courteously. This position also involves new hire setups and desk-side coaching on supported technologies.
KEY RESPONSIBILITIES : SPECIFIC DAILY RESPONSIBILITIES
Resolve end-user calls via phone, email, or face-to-face interactions, addressing issues with applications, hardware, printers, mobile devices, A/V requests, telephones, and basic network access.
Log each user ticket, monitor the ticket queue, and resolve incident tickets using the firm's IT Service Management System.
Handle escalated incident tickets for local office or group issues.
Use the knowledge base or consult with IT team resources to resolve tickets.
Escalate tickets to appropriate support teams when necessary.
Follow up on open issues and provide progress updates to users.
Refer security risks to the IT Security Team and validate user account change requests.
Document issues and troubleshooting efforts in the IT Service Management System.
Assist with conference room setups and video conferencing equipment as needed.
Track hardware and inventory via asset management system.
PERIODIC RESPONSIBILITIES
Participate in monthly desktop update maintenance.
Manage lease returns, hardware preparation, and data wiping.
Maintain records of Source-code computers and custody documentation.
Participate in on-call rotation, responding to after-hours calls (additional compensation provided).
Assist with testing software, images, and updating documentation.
Support employee onboarding with hardware setup and account creation.
Contribute to knowledge base articles.
Maintain server and distribution frame rooms, including racking and unracking equipment.
Maintain guest offices and imaging of guest computers.
CANDIDATE QUALIFICATIONS : MINIMUM REQUIREMENTS
At least 2 years supporting technology in a large law firm.
Proficiency in Microsoft Office & Office 365, especially Word and Outlook.
Experience supporting Citrix, including performance and connectivity issues.
Knowledge of legal applications like document management, templates, numbering, comparison software, timekeeping, and Adobe Acrobat Professional.
Expertise in supporting Microsoft Windows OS.
DESIRED QUALIFICATIONS
Strong customer service, communication, and organizational skills, with professionalism under pressure.
Experience in international law firms preferred.
Ability to support Dell hardware and Active Directory maintenance.
Experience with Microsoft Exchange, troubleshooting Windows 10/11, and Mac support is a plus.
Quick learner of new software and legal-specific applications.
Excellent time management, multitasking, and organizational skills.
Team-oriented with reliability and confidentiality.
Multilingual skills are a plus but not required.
Bachelor's Degree required.
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POSITION SUMMARY : The IT Support Specialist is a critically important role situated in the IT Department responsible for in-person, telephone, and hardware support of all firm-authorized technology and related services, including troubleshooting and resolving technical problems. They serve as the IT Department's ambassador to the rest of the firm, supporting attorneys and staff on a wide range of technology issues, especially related to legal document processing. The IT Support Specialist must resolve local and Help Desk trouble tickets efficiently and courteously. This position also involves new hire setups and desk-side coaching on supported technologies.
KEY RESPONSIBILITIES : SPECIFIC DAILY RESPONSIBILITIES
Resolve end-user calls via phone, email, or face-to-face interactions, addressing issues with applications, hardware, printers, mobile devices, A/V requests, telephones, and basic network access.
Log each user ticket, monitor the ticket queue, and resolve incident tickets using the firm's IT Service Management System.
Handle escalated incident tickets for local office or group issues.
Use the knowledge base or consult with IT team resources to resolve tickets.
Escalate tickets to appropriate support teams when necessary.
Follow up on open issues and provide progress updates to users.
Refer security risks to the IT Security Team and validate user account change requests.
Document issues and troubleshooting efforts in the IT Service Management System.
Assist with conference room setups and video conferencing equipment as needed.
Track hardware and inventory via asset management system.
PERIODIC RESPONSIBILITIES
Participate in monthly desktop update maintenance.
Manage lease returns, hardware preparation, and data wiping.
Maintain records of Source-code computers and custody documentation.
Participate in on-call rotation, responding to after-hours calls (additional compensation provided).
Assist with testing software, images, and updating documentation.
Support employee onboarding with hardware setup and account creation.
Contribute to knowledge base articles.
Maintain server and distribution frame rooms, including racking and unracking equipment.
Maintain guest offices and imaging of guest computers.
CANDIDATE QUALIFICATIONS : MINIMUM REQUIREMENTS
At least 2 years supporting technology in a large law firm.
Proficiency in Microsoft Office & Office 365, especially Word and Outlook.
Experience supporting Citrix, including performance and connectivity issues.
Knowledge of legal applications like document management, templates, numbering, comparison software, timekeeping, and Adobe Acrobat Professional.
Expertise in supporting Microsoft Windows OS.
DESIRED QUALIFICATIONS
Strong customer service, communication, and organizational skills, with professionalism under pressure.
Experience in international law firms preferred.
Ability to support Dell hardware and Active Directory maintenance.
Experience with Microsoft Exchange, troubleshooting Windows 10/11, and Mac support is a plus.
Quick learner of new software and legal-specific applications.
Excellent time management, multitasking, and organizational skills.
Team-oriented with reliability and confidentiality.
Multilingual skills are a plus but not required.
Bachelor's Degree required.
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