Desktop Support Representative – Maslon LLP

Description:

The Desktop Support Specialist is responsible for providing efficient and timely technical support to internal users, ensuring the smooth operation of the firm's IT systems. This role requires a combination of technical expertise, excellent communication skills, and the ability to collaborate effectively within a team environment. The ideal candidate will be proactive, solution-oriented, and capable of handling a variety of technical issues with a focus on delivering exceptional customer service.

We currently work in a hybrid environment and you will be expected to be in the office at least 3 days a week on a set schedule.

Responsibilities:

· Provide first-level technical support to end-users, addressing hardware and software issues promptly. Assists end-users in resolving problems and answering questions, forwarding unresolved requests/problems to second level technical support.

· Troubleshoot and resolve technical problems related to desktops, laptops, printers, software applications, and other peripherals.

· Efficiently manage help desk tickets, ensuring accurate documentation of issues and resolutions.

· Prioritize and escalate tickets as needed.

· Interact with end-users in a professional and courteous manner, ensuring a positive customer experience.

· Communicate technical information in a clear and understandable manner to non-technical users.

· Work collaboratively with other members of the IT team to resolve complex issues and share knowledge.

· Participate in team meetings and contribute to the overall improvement of IT support processes.

· Create and update user documentation for common technical issues and resolutions.

· Provide basic training to end-users on IT tools and applications.

· Analyze and diagnose technical issues, implementing effective solutions in a timely manner.

· Proactively identify trends and patterns in technical problems and propose preventive measures.

Qualifications:

· Associate's degree in Information Technology, Computer Science, or equivalent experience preferred.

· Minimum of 2 years of experience in a help desk or technical support role.

· Proficient in troubleshooting Windows and Microsoft Office applications.

· Basic understanding of networking concepts and protocols.

· Experience with remote desktop support tools.

· Familiarity with law firm-specific applications and workflows is a plus.

· Experience in a virtual desktop (VDI) environment is a plus.

Maslon LLP is an Equal Employment Opportunity and Affirmative Action employer. Our firm continues to be dedicated to providing a workplace that is free of unlawful discrimination, harassment, and retaliation.

Job Type: Full-time

Schedule:

• Monday to Friday

Ability to Relocate:

• Minneapolis, MN 55402: Relocate before starting work (Required)

Work Location: Hybrid remote in Minneapolis, MN 55402