Location: Jacksonville FL

Schedule: M-F, 8-5

Pay: $65K-70K (paid hourly in case there is OT to enter)

SUMMARY

The Desktop Support Technician provides comprehensive Tier 1 and Tier 2 support, collaborating closely with other remote support personnel to assist end users. This role is crucial in delivering both hands-on and virtual desktop and peripheral (laptops, desktops, printers, and phones) support in a timely, accurate, and courteous manner, contributing significantly to our firm’s productivity and client service excellence. The successful candidate will excel in a team-oriented environment that values effective collaboration and communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential duties and responsibilities of the position are subject to change and are not meant to be an exclusive list. These duties include but are not limited to:

• Provide courteous, effective, and timely technical support for end users with questions or problems about the SGR computer, telephone, and remote access systems.

• Provide management escalation and end-user notification of IT problems as needed.

• Develop and maintain an expert knowledge of all aspects of the SGR technical environment.

• Ensure that all support calls received are resolved to the end user's satisfaction.

• Accurately and extensively document all support calls through the firm’s ticketing system.

• Perform relocation of existing equipment to support user moves and installation for new users.

• Maintain the inventory of all SGR’s production computer hardware.

• Set up and support the firm's video conferencing and audio-visual systems.

• Provide on-call technical support and resolution after hours—including nights, weekends, and holidays as required.

• Report observed problem trends or common user frustrations to the supervisor.

• Deploy, support, and troubleshoot firm hardware, including but not limited to PCs, laptops, printers, and phones.

• Perform other departmental duties as the supervisor requires in support of the IT department.

REQUIRED SKILLS

• Experience supporting Windows 10/11, iManage Document Management System (or similar), and Microsoft Office suite, as well as experience in a virtual Support Center environment.

• Understanding of network LANs and WANs in a Microsoft environment.

• Hands-on experience supporting desktop peripherals.

• Remote access technologies such as VPN (Z Scaler) and VMware Horizon.

• Strong mobile support skills for iOS and Android devices.

QUALIFICATIONS

• A proactive, service-oriented mindset is essential.

• Strong written, verbal, and interpersonal communication skills are required.

• High School diploma (associate degree preferred).

• Technical training in network LANs and WANs, plus desktop systems diagnostics, maintenance, and repair.

• Four years of hands-on desktop and support center experience.

• Experience in law firms or professional services firms is a plus.

• Deep knowledge of Microsoft Office, especially in Outlook, Word, and Excel.

• ITIL principles and processes.