Our client, a prestigious law firm, is seeking a Desktop Support Consultant to support their team!

In this role, you will be responsible for the setup, maintenance, configuration, installation, and relocation of computer hardware.

Additionally, you will serve as a point of escalation for complex technical issues while aligning with the departmental objectives of Global Technology Solutions (GTS) by planning and executing projects.

Key Responsibilities :

• Address user issues reported through our current ITSM tool or management requests and maintain updated tickets throughout the resolution process.
• Evaluate and diagnose hardware and equipment failures effectively.
• Provide user support for Apple device hardware and management systems.
• Ensure accurate tracking and maintenance of equipment inventories.
• Participate in research, data collection, and project execution as required.
• Ensure the security of workstations against malicious software and facilitate antivirus updates.
• Undertake escalated tasks and various projects assigned by management.
• Perform any other duties or responsibilities as assigned.

Required Knowledge, Skills & Attributes :

• Proficiency in troubleshooting, fixing, and utilizing a range of technologies, including but not limited to :
• Active Directory
• Adobe Acrobat
• Antivirus / malware software
• Apple mobile devices
• Cisco Phones / Polycom
• Computer Encryption (PGP)
• Desktop Management
• Document Management Systems (DMS)
• Document Comparison Tools
• Helpdesk Ticketing System (ServiceNow)
• Knowledgebase Systems
• LAN / WAN / VLAN Systems
• MDM solutions (Intune)
• MS Office Suite
• Network Cable Routing (IT closets)
• Network Troubleshooting
• Printers Config / Install
• Remote Access Tools (RSA)
• Remote Assistance Software (Proxy)
• Remote Office Phone Support
• SharePoint Editing
• Software Deployment
• System Management Software (SCCM)
• TCP / IP Knowledge
• Video Conferencing (HDVC)
• Windows 10 / 11 OS troubleshooting
• Windows 10 / 11 Registry
• Experience in installing, configuring, and troubleshooting computer hardware.
• Proven track record in resolving issues with Microsoft Office and other desktop applications.
• Strong customer service and interpersonal skills.
• Excellent oral and written communication abilities.
• Effective conflict resolution skills.
• Results-oriented mindset with a focus on consistent follow-up and closure of tickets.
• Ability to interact effectively with users at all organizational levels.
• Capability to communicate technical issues to users in easily understood terms.
• Familiarity with Project Management processes and ITIL frameworks.
• Willingness to share knowledge and provide coaching to others.

Education & Experience Summary :

• 4-7 years of experience in computer hardware configuration and repair within a network environment.
• Minimum of 2 years of experience in a role requiring strong customer service skills related to end-user computer support.
• High school diploma is required.
• A certification is preferred.
• ITIL certifications, specifically v3 Foundations, are preferred.

Physical Activity & Other Requirements :

• Capability to lift and carry up to 30 pounds when necessary.
• Ability to stand or walk for a minimum of 4 hours per day.
• Willingness to work outside standard business hours to accommodate global team meetings and calls.
• Availability for on-call shifts.

Last updated : 2024-04-27