HELPDESK SPECIALIST!

Helpdesk Specialist!

Are you an IT Helpdesk Specialist? Would you like to work with a top international law firm in DC? If so, R&W Group has a fantastic new opportunity! One of our favorite law firm clients is looking for a Helpdesk Specialist to join their IT Department.

The department embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, in this role, you would need to recognize that the department is a service organization. Under direct supervision of Manager, you would ensure that office computers, printers, scanners, mobile phones, and other computer or related devices are productively deployed and used. You would assist helpdesk personnel and local OTM with troubleshooting and operational maintenance of desktop systems. You would also perform various technical duties, which include the following:

Position Responsibilities:

Use ticketing system to track all customer reports of hardware, software, telephone, mobile device and peripheral problems
Use User Experience Monitoring application on a daily basis
Install and configure desktop, laptop, and related equipment in accordance with firm defined installation templates or guidelines
Assist HR and Facilities with ergonomic equipment setups
Install, troubleshoot and maintain PC peripheral equipment such as printers, scanners and mobile devices
Provide on-site technical assistance, including computer setup and breakdown, office moves, troubleshooting of printer, scanner, mobile devices and other technology equipment support, as needed
Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates
Isolate customer problems with hardware and/or software as first-line support and escalates problem resolution to more senior technicians as necessary
Enter data into and manage inventory databases to track information pertaining to hardware and software moves, adds/changes. Tracks all Change Forms relating to new hires, departures, support and name changes
Familiar with firm software applications and prepares documents, statistical charts, graphs and spreadsheets as needed. Coordinate change forms for local office regarding IS functions.
Setup and maintenance of conference room audiovisual equipment
Meeting setup and support for video conferencing using web-based conferencing systems. Also, will provide on-site technical support for off-site/remote trials or conferences
Troubleshoot and resolve wireless connectivity for internal and external customers
Provide back-up service desk & technical coverage, as needed
Troubleshoot and coordinate repairs of hardware and software with vendors
All other duties as assigned or required

Skills and Experience:

Required:

Available to work overtime, as required
3+ years applicable and relevant technical experience
1+ year of experience in data management
Proficient knowledge of Windows operating systems to include but not limited to Windows 10. Working knowledge of MS-Office 365

Preferred:

Knowledge of Windows Server
Basic networking architecture knowledge to include but not limited to TCP/IP, DHCP, and DNS
Prior experience working in a law firm or professional services industry
Experience working in a smaller setting where the technician has ‘worn many IT hats’ extremely helpful

Competencies:

Exceptional customer service skills
Participation in PMO projects
Must have good analytic skills and effective presentation skills to allow for effective customer support
Must be accurate in data entry maintenance
Ability to work well with others including technicians to maintain efficient systems operations
Ability to complete work in a timely manner with excellent attention to detail and follow-through
Must work well under pressure and tight deadlines
Excellent communication skills, both oral and written
Professional, client-service orientation and demeanor