SUMMARY

The Desktop Support Technician provides Tier 1 and Tier 2 support. This position is expected to be the single point of contact for all SGR employees to report IT related questions and problems.  He/she must provide first level hands-on desktop peripheral (laptops, desktops, printers and phones) support and virtual technical support for customers in a timely, accurate, and courteous manner. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential duties and responsibilities of the position are subject to change and are not meant to be an exclusive list.  These duties include but are not limited to:

• Provide courteous and effective technical support for customers who have questions or problems relating to the SGR computer, telephone and remote access systems
• Provide management escalation and customer notification of IT problems as needed
• Develop and maintain an expert knowledge of all aspects of the SGR technical environment
• Ensure that all Support calls received are resolved to the customer’s satisfaction
• Accurately and extensively document all support calls through the ServiceNow ticketing system
• Relocation of existing equipment to support user moves and installation of equipment for new users
• Maintain the inventory of all SGR’s production computer hardware
• Setup and support of the Firm video conferencing and audio visual systems
• Provide on-call technical support and resolution after hours - on-call includes nights, weekends, and holidays
• Report observed problem trends or common user frustrations to supervisor
• Deploy, support and trouble-shoot Firm hardware, including but not limited to PCs, laptops, printers and phones
• Perform other departmental duties as required by supervisor in support of the IT department

REQUIRED SKILLS

• Understanding of network LANs and WANs in a Microsoft environment.
• Hands-on experience supporting desktop peripherals
• Experience supporting iManage Document Management System and Microsoft Office suite as well as experience in a virtual Support Center environment.

QUALIFICATIONS

• Technical training in network LANs and WANs, plus desktop systems diagnostics, maintenance and repair
• Four years of hands-on desktop and support center experience
• Law firm or professional services firms experience a plus
• Deep knowledge of Microsoft Office, especially in Outlook, Word, and Excel
• ITIL principles and processes

About Smith Gambrell & Russell

Since Smith Gambrell Russell began practicing law in 1893, we have pursued a vision of building one of the country’s premier full-service business firms. Today we serve corporate counsel and corporations across the globe from offices in Atlanta, Georgia; Austin, Texas; Chicago, IL, Jacksonville, Florida; London, UK*; Los Angeles, California; Miami, Florida; Munich, Germany; New York, New York; Southampton, UK*, Tampa, FL, and Washington, D.C.

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