What are the responsibilities and job description for the Deskside Support Specialist position at Jenkins Fenstermaker, PLLC?
Company Overview
Jenkins Fenstermaker, PLLC, has a proud tradition of success spanning over 100 years. The firm provides dedicated, detail-oriented legal representation to a diverse client base, including Fortune 500 companies, businesses of all sizes, insurers, and individuals.
We are seeking a personable, service-minded Deskside Support Specialist to be the friendly first point of contact for our attorneys and staff whenever technology gets in the way of their work. This role provides general and second-level application and hardware support to end users, including deskside and phone support, as well as informal, one-on-one training.
If you genuinely enjoy solving problems for people, explaining things without jargon, and being the person everyone is glad to see when something breaks, we'd like to meet you. You won't be expected to be an expert in everything: we partner with a trusted managed service provider for deeper infrastructure work and specialized projects, so your focus is on day-to-day support and keeping our team productive, with that partner backing you up on the heavy lifting.
- Serve as the primary point of contact for attorneys and staff experiencing technical issues, providing prompt, courteous front-line support.
- Provide deskside and phone support for various applications, including Microsoft Office Suite, Windows, OneDrive, SharePoint, internet, voicemail, email, and proprietary/legal applications.
- Provide support for various hardware, including desktops, laptops, monitors, printers, telephones, smartphones, dictation devices, and other peripherals.
- Prepare and install laptops and desktops; coordinate with vendors for maintenance and repairs.
- Install pre-approved software and hardware in accordance with firm guidelines.
- Provide hands-on support on issues escalated from our managed service provider, and escalate unresolved problems to the appropriate technical resources, assisting with documentation and communication.
- Handle light server management and routine maintenance (user accounts, permissions, backup monitoring, basic troubleshooting), escalating larger issues as needed.
- Maintain required recordkeeping, including the equipment database and inventory.
- Manage the loaner equipment pool and assist with refresh cycles.
- Assist with system maintenance, including after-hours support when required.
- Set up videoconferences and presentations for the local office.
- Maintain working knowledge of firm-deployed applications.
- Report unusual, alarming, or recurring issues as needed.
- Contribute to special projects and firmwide IT initiatives.
- Follow all firm and IT policies and procedures.
- Perform other duties as assigned.
Job duties and responsibilities are not exhaustive and may be supplemented as necessary.
Education
- Bachelor's degree or equivalent work experience.
- Additional training or certification in a relevant area (e.g., CompTIA A , Network , Microsoft) is preferred.
Experience
- Two years of experience supporting Microsoft Office and standard desktop environments.
- Experience providing deskside or in-person technical support.
- Experience troubleshooting hardware and managing tickets in an IT support system.
- Experience supporting mobile devices (iOS, Android).
- Experience in a law firm or professional services environment preferred.
Skills
- A strong customer-service mindset: patient, approachable, responsive, and committed to making technology easy for non-technical users.
- Strong knowledge of Microsoft Windows and Microsoft Office Suite.
- Familiarity with desktop hardware, peripherals, and enterprise applications.
- Strong troubleshooting and problem-solving skills, with the ability to assess issues and determine next steps.
- Effective communication skills, with the ability to interact professionally with users and vendors and explain technical topics in plain language.
- Ability to manage multiple priorities and meet deadlines; strong time-management and project-management skills are a plus.
- Ability to work both independently and collaboratively.
- Willingness to learn new technologies and processes, with flexibility in a fast-paced environment.
- Strong attention to detail and accuracy.
- Reliability, discretion, and professionalism appropriate for a confidential legal environment.
- Ability to maintain professionalism under pressure.
- Proficiency in spoken and written English.
Supervisory Responsibilities
None.
Equipment to Be Used
- Personal computer and standard office equipment (telephone, copier, scanner, etc.).
Essential Job Function
- Ability to sit or stand for extended periods and perform computer-based work.
- Use of computers, telecommunications, and collaboration tools.
- Ability to communicate effectively.
- Ability to lift and move equipment up to 40 pounds occasionally.
Working Conditions
Works in a typical office setting. May be required to work beyond standard hours as needed. Schedule details will be discussed with the supervisor.
Why Join Us
- Be the go-to person on a supportive, collegial team.
- Backed by an experienced managed service provider, so you're never on your own for the tough stuff.
Benefits
- Comprehensive Health Insurance
- Short-Term Disability Insurance
- Long-Term Disability
- Life Insurance
- Employee Assistance Program
- 401(k) Retirement Plan with employer matching contributions
- Paid Time Off
To apply: Submit your resume and a brief note about your approach to customer service through really.
Jenkins Fenstermaker, PLLC, is an equal opportunity employer.
Pay: $28.00 - $32.00 per hour
Work Location: In person
Salary : $28 - $32