What are the responsibilities and job description for the IT Support Technician position at Connect Staffing, Inc.?
A large, established law firm is seeking a Desktop Support Technician to join its Atlanta office. This full-time position provides Tier 1 and Tier 2 technical support to attorneys and staff and serves as a primary point of contact for day-to-day IT needs.
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support for hardware, software, phone, and remote-access issues.
- Troubleshoot and support PCs, laptops, printers, phones, and other desktop peripherals.
- Respond to support requests promptly and ensure issues are resolved to the user's satisfaction.
- Document and track support requests through ServiceNow.
- Set up equipment and workstations for new hires, office moves, and other user needs.
- Maintain inventory of computer hardware and related equipment.
- Set up and support video conferencing and audiovisual systems.
- Escalate technical issues as appropriate and communicate updates to users.
- Identify recurring technical issues and report trends to IT leadership.
- Develop a strong working knowledge of the firm's technology environment.
- Participate in an after-hours on-call rotation, including nights, weekends, and holidays as needed.
- Assist with additional IT projects and departmental needs.
Requirements
- 3 years of IT support or desktop support experience, preferably within a law firm or other professional services environment.
- Experience providing Tier 1 and Tier 2 technical support in a fast-paced, user-focused environment.
- Hands-on experience troubleshooting PCs, laptops, printers, phones, and related hardware.
- Familiarity with ticketing systems such as ServiceNow.
- Experience supporting video conferencing, audiovisual, and remote-access technologies.
- Strong troubleshooting, communication, and customer service skills.
- Ability to communicate effectively with attorneys, staff, and other professionals at all levels.