Arnold & Itkin is one of the top personal injury firms in the country with offices in Houston, Dallas, Baton Rouge. We have some of the best records across the country for our victories, which has resulted in us being named among the best personal injury lawyers in Houston multiple times. When we represent our clients, we're all in. We fight hard for them. No matter what. 

We are seeking a Helpdesk Technician to join our team, providing primary support to users encountering hardware and software challenges via phone, email, or in-person interactions. Main duties involve diagnosing technical issues, delivering prompt user assistance, and contributing to the development and refinement of IT protocols. The perfect fit will demonstrate outstanding problem-solving abilities, possess patience and strong communication skills, and excel in conveying technical information to non-technical users.

Responsibilities 

•Act as the initial point of contact for users seeking technical support via phone, email, or in-person.

•Conduct troubleshooting using diagnostic methods and relevant inquiries.

•Facilitate workstation setups and relocations.

•Execute computer deployments or redeployments.

•Handle new user on-boarding across multiple platforms (365, AD, FV, desktop and mobile devices, email, etc.).

•Perform formatting and configuration of computers.

•Manage help desk tickets efficiently.

•Adjust email group configurations as needed.

•Conduct off-boarding procedures and oversee equipment collection.

•Maintain accurate equipment inventory records.

•Monitor quarantined emails for identification and release.

•Guide end users through problem-solving processes, user account setups, and password resets as required.

•Escalate unresolved issues to the appropriate level.

•Provide precise information regarding IT products or services.

•Document events, issues, and their resolutions systematically.

•Communicate feedback or suggestions through the designated channels.

•Identify and recommend potential procedural enhancements.

Qualifications

•Demonstrated background in roles such as Helpdesk Technician or similar positions providing end user support.

•Technologically adept with practical familiarity in office automation tools, databases, and remote administration.

•Sound comprehension of computer systems, mobile technologies, and various tech products.

•Proficient in diagnosing and resolving fundamental technical issues.

•Hands-on experience in computer/laptop formatting and Windows ISO installation.

•Knowledgeable in configuring and deploying VMs (using VMware or Hyper-V) for domain controller and user setup.

•Skilled in Microsoft 365 user management and licensing, encompassing tasks like email group administration, delegation, handling external contacts, message tracing, and troubleshooting delivery issues.

•Competent in installing Multi Functional Devices and troubleshooting print drivers, distinguishing between local and network printer driver requisites.

•Strong English proficiency and effective communication abilities.

•Service-centric mindset with a composed demeanor.

•Preferred qualifications include a degree in IT, Computer Science, or related fields.

•Certifications such as CompTIA A or Microsoft Certified IT Professional are advantageous.

•Bonus experience with helpdesk software and remote support tools.

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