A D.C. Law Firm is seeking a Help Desk Technician. This individual will work full-time in the office on a regular schedule during standard working hours; however, the IT position may require regular after hours and weekend support. They are presently in a hybrid work environment and the position may work remotely based on office needs. The Help Desk Technician provides technical support for a variety of systems, hardware, software and programs used by the Firm and the employees. The Help Desk Technician will be responsible for preparing and implementing training for new employees and when identified as necessary for firm employees, especially when there are updates to programs or the addition of new procedures or equipment. Training may be group training or individual training. The Help Desk Technician will work under the supervision of the IT Manager, Executive Director and Technology Committee to ensure that the Firms programs, licenses, and equipment is maintained in a secure manner and will implement and enforce firm technology policies and procedures. The Help Desk Technician is responsible for assisting the IT Manager with incident and problem resolution, monitory and tracking initiatives and implementation of various technical programs.

Status: Direct Hire

Salary: $70-90K DOE

*LOCAL CANDIDATES ONLY*

What You'll Do:

• Provide hands-on support and interface daily with end-users, both local and remote, to provide helpdesk support.
• Responsible for diagnosing, troubleshooting, and resolving end-user hardware and software issues including desktops, laptops, mobile devices, monitors, printers, scanners and other hardware as necessary.
• Resolve issues using effective problem-solving skills.
• Provide expertise and technical knowledge about software applications.
• Utilize a ticketing or tracking system to document all requests and issues reported by end users.
• Research, develop, plan, organize, evaluate, and deliver IT training materials for end users, including user guides for software/training programs.
• Train end-users on software and hardware and support them to ensure their competency.
• Assist IT Manager with network and document management permissions as they relate to user access, including updates to email distribution lists and account changes and deletions, to ensure network integrity and security.
• Participate in Technology and focus group meetings to gather feedback on applications to determine how IT can best meet end user needs.
• Adhere to all IT policies, procedures, standards and guidelines.
• Develop vendor relationships with various technology providers.
• Perform other duties as assigned by the IT Manager, Executive Director or Technology Committee.

Job Requirements:

• 3-4 years of experience in a Help Desk or IT Support Role
• Experience providing IT support in a law firm is strongly preferred
• Demonstrable experience training users on various applications
• Excellent troubleshooting and problem solving skills, attention to detail and the ability to prioritize projects amid competing demands
• Excellent verbal and written communication skills
• Excellent interpersonal skills and exceptional customer service
• Ability to think analytically and be proactive
• Work independently and as part of a team
• Strong understanding of information security practices and industry standards.
• Extensive knowledge and working experience of office computer applications such as:
• Document Management System
• Microsoft Office Suite & Office 365
• Microsoft Exchange & Servers
• Virtual desktop environments
• Remote Access Solutions
• LAN/WAN routing & switching
• VMWare
• Backup/Recovery solutions
• Desktop/Laptop image building
• IT & Network security protocols
• VoIP messaging
• Data Storage
• Virtualization
• Systems/Network Monitoring
• Business Continuity and Disaster Recovery

How To Apply: Please respond with your resume for consideration. We welcome all candidates that meet the REQUIRED qualifications with recent relevant experience. Palmer Legal Staffing is an equal opportunity employer.

About Us: Palmer is an award winning staffing agency offering direct hire, temp-to-hire, and temporary placements for administrative, management, executive, legal and more. We represent more than 500 of the finest law firms and legal departments in the D.C. area.

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