Position title

律师事务所 IT Help Desk

Description

We are looking for an IT Help Desk for a law firm.

Responsibilities

Providing 1st level technical support
Experience in administering complex LAN/WAN environments, including cabling, video conferencing, VoIP and VPN.
Strong understanding TCP/IP in LAN/WAN technologies.
Record, track and escalate incidents via our ticketing system
Configure and image workstations, laptops and other computing equipment as required
Set up new user accounts and configure required hardware
Configure/support printers, copiers, IP Phones and various other peripheral devices
Support mobile devices
Assist in special projects as required
Provide exceptional service to all departments using available resources while meeting set SLA’s
Document technical procedures for new technologies as well as update/maintain existing technical documentation
Working with other members of the IT organization to ensure timely resolution of employee issues
Troubleshoot and resolve software and hardware problems on behalf of employees
Develop training materials and procedures, and/or train users in the proper use of hardware and software.
Provide on-call, off-hours and weekend support as assigned to support the staff

Qualifications

A post-secondary education required or equivalent (IT preferred)
Microsoft A+, Network+ considered an asset
Work in a law firm environment considered an asset
Hardware (desktop/laptop) troubleshooting; Microsoft Windows and Office troubleshooting
Desktop imaging and deployment technologies
Backup/restore end-user systems
Mobile device management platform (MDM)
Creating and managing User Accounts
VPN and remote user connectivity
Experience with virtual desktop and thin client in an enterprise multi-site environment
Demonstrated experience enforcing standards policies and procedures
Attention to detail and committed to a high degree of accuracy
Possess excellent time management skills and the ability to prioritize tasks based on severity
Ability to support end users using different methodologies (phone, in person, web)
Understands the importance of good customer service skills
Strong verbal and written skills, and the ability to work courteously and effectively with all end users
Creativity and demonstrated ability working in a fast-paced environment with a high degree of change and ambiguity is critical
Can easily make the needed connections between systems, processes, and individuals to facilitate change
Ability to multitask and work efficiently under pressure
A team player who builds strong relationships based on trust and integrity with strong work ethic
Embrace continuous improvement by proposing new and/or better ways of doing things
Egoless nature, continuous learner, passionate and determined
Follows through consistently on work commitments
Customer service oriented including strong communication skills
Troubleshooting experience on Macs and Windows platforms greatly desired
Experience supporting mobile devices