What are the responsibilities and job description for the Desktop Support Engineer position at Franklin Fitch?
Desktop Support Technician | Law Firm | Hybrid (1 day WFH) | Chicago, IL | $75,000 - $85,000
Are you a detail-oriented IT professional who thrives on solving technical challenges and helping people stay productive? We’re seeking a Desktop Support Technician to join our collaborative IT team and provide Tier 1 and Tier 2 support to our firm’s end users.
This role is key to ensuring smooth day-to-day operations across our technology environment, offering both hands-on and remote support for desktops, laptops, printers, phones, and related systems. You’ll work closely with other remote support personnel to deliver fast, courteous, and effective assistance, driving our firm’s productivity and client service excellence.
Key Responsibilities
- Provide courteous, effective, and timely technical support for end users across computers, phones, and remote access systems.
- Troubleshoot and resolve hardware and software issues for PCs, laptops, printers, and mobile devices.
- Accurately document all support interactions and resolutions in the firm’s ticketing system.
- Deploy and maintain firm hardware and software, including relocations and setups for new users.
- Support video conferencing and audio-visual systems for meetings and events.
- Maintain inventory of all production computer hardware.
- Participate in an on-call rotation for after-hours technical support (nights, weekends, holidays).
- Report recurring issues or user pain points to supervisors for process improvement.
- Collaborate with IT colleagues to maintain an expert understanding of the firm’s technical environment.
Required Skills & Experience
- 4 years of hands-on desktop and support center experience.
- Strong experience supporting Windows 10/11, Microsoft Office, and remote access technologies (VPN, VMware Horizon).
- Familiarity with iManage Document Management System (or similar).
- Understanding of LAN/WAN networking in a Microsoft environment.
- Skilled in mobile device support (iOS and Android).
- Strong written, verbal, and interpersonal communication skills.
- Ability to work independently and collaboratively in a fast-paced professional services setting.
Qualifications
- High School diploma required; Associate degree preferred.
- Technical training in LAN/WAN networking, desktop diagnostics, maintenance, and repair.
- Experience in law firms or professional services environments is a plus.
- Knowledge of ITIL principles and processes is preferred.
- A proactive, customer-focused mindset with a commitment to excellence.
Salary : $75,000 - $85,000