Drew Eckl & Farnham is seeking qualified candidates to expand our IT services. Our program is focused on the delivery of end-user technology to our lawyers and support staff, where we are challenged to provide ongoing innovative and seamless experience while using DMS systems, case management systems, applications and solutions. We foster a positive end-user experience while ensuring protection of the data.
As a Tier 2 Service Desk Specialist you will provide on-site and remote support for workstations, printers, and peripherals. In this position, you are expected to poses exceptional communication skills, technical, and analytical skills. This position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. You will work closely with other members of the Service Desk team to remediate reported client issues in a timely and professional manner. The successful team player will be knowledgeable of all products and expected to be a contributor to new product features and product testing. You are expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide in-person, hands-on assistance at the desktop level.
Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include, but not limited to, computer workstations, printers, and peripherals in accordance with the program policies, procedures and Knowledge Base articles
Perform software and hardware upgrades & repairs to existing equipment using current processes and provide recommendations for improvements
Field incoming help requests from end users via service requests but as required also telephone and e-mail in a courteous manner and provide assistance in person as well as remotely
Assist in guiding Tier 1 Service Desk Technicians in diagnosis and repair of issues and properly documenting same in KBs
Document all pertinent end user identification information, including name, location, contact information, and nature of problem or issue within the ticketing system
Assist in developing KBs and training videos to train users on the proper use of hardware, software, and mobile devices.
Minimum 2 years of experience working with Microsoft networks
Proficient in current Microsoft technologies including software, operating systems, Active Directory, etc.
Hands-on experience in troubleshooting Microsoft Office 2010/2016 (Outlook, Visio, Project, etc.) and Microsoft Windows 7/10 with the end users
Experience working with Windows Server 2012R2 and 2016
Understanding of file shares and permissions, as well as basic networking, including DNS/DHCP, etc.
Experience working with document management systems (iManage preferred)
Demonstrate strong analytical and problem solving skills
Ability to communicate technical concepts to technical and non-technical audiences
Resolve issues quickly, and maintain a high level of end-user confidence
Experience interacting with end-users in a courteous, service-oriented manner with a high degree of professionalism
Ability to lift/carry up to 50 lbs. (computers, monitors and other equipment)
Experience working in a law firm setting, with a basic understanding of the civil legal process highly preferred
Experience working with Microsoft Exchange
Experience working with Cisco Call Manager and Unity
Ability to use PowerShell scripting to solve problems and automate repetitive tasks
Demonstrated commitment to continuous professional growth
About Drew Eckl & Farnham, LLP
Our attorneys are renowned for their abilities in and out of the courtroom. There is no civil, corporate or individual matter, large or small, that our diverse personnel cannot handle. Our approach to practicing law is to resolve each new lawsuit as expeditiously and efficiently as possible. We view lawsuits as a problem to be solved rather than an economic opportunity. Thanks to the firm's longstanding reputation in working with the risk industry, we learned early how to be efficient and cost conscious. Because of this efficiency, we strive to propose a litigation strategy that directly correlates with the risks involved. The root of our core values revolve around strong, meaningful relationships based on trust, both internally and externally, that allow us to deliver consistent litigation management and value.