Escalate tickets to the appropriate IT team member or to outsourcing vendors.
Support the following hardware: PCs, printers, scanners, laptops, projectors, video conferencing, phones (VOIP), etc.
Quickly resolve as many problems as possible to meet or exceed call standards.
Keep End User Support Leader informed of status of all service requests.
Update software licensing folders for new and upgraded software in concert with outsourcing vendors
Create purchase orders, obtain approval and order software and PC hardware as needed.
Keep inventory database and Configuration Management Database (CMDB) up to date.
Work closely with Butzel IT team and vendor to ensure that on-going end user issues are resolved on a timely basis.
Understand the Policies and Procedures for Butzel Long.
Understand how to use the ticket system and the procedures for logging and routing user calls.
Create and maintain technical documentation for all supported customer applications.
Train new hires in the use of applications and train end users as needed to resolve tickets.
Provide suggestions to enhance training classes and reference resources.
Create suggestions for Frequently Asked Questions for all supported applications and communicate to end users
Contribute articles or topics or tips to be emailed to end users.
Position is located in our Bloomfield Hills, MI office.
Occasional travel to other offices is required.
Strong knowledge of PC applications and hardware supported by Butzel Long.
Knowledge of local area networks and wide area network data communications.
Personal attributes must include: Professional conduct; strong communication skills; strong customer service skills; strong analytical and troubleshooting skills; attention to detail; timely responsiveness; a proactive approach to tackling issues; strong ability to work in a team environment and the ability to juggle multiple priorities and responsibilities.
Strong knowledge and experience supporting MS Office Suite 2010 or higher. This includes MS Word, MS Outlook, MS Excel, and MS PowerPoint.
Working knowledge and experience supporting a Document Management System.
Experience supporting Windows 7 or higher. Windows 10 is preferred.
Experience providing technical support in a legal or professional services environment.
Working knowledge of MS Active Directory.
Knowledge of MS System Center Configuration Manager is a plus.