Responsibilities

• Help users resolve desktop hardware and software issues, including user account setup and related administrative duties (e.g., installing, upgrading, and supporting Mac and Windows desktop software and hardware).
• Troubleshoot and resolve software, hardware, and peripheral device issues (e.g., network printers, scanners, VoIP phones).
• Respond to requests for technical assistance in person, via phone, or electronically.
• Provide remote computer and hardware setup and replacement, performing configurations and installations as needed.
• Track, log, and route problems/requests in ConnectWise Manage, document resolutions, and collaborate with the team on next steps for ticket resolution.
• Support the Manager of IT Support with routine maintenance and day-to-day duties, including server and network infrastructure monitoring.
• Support users with document management system (DMS) issues, configurations and best practices. (Our current DMS is NetDocs)
• Maintain and troubleshoot mobile devices, including Android and iPhones.
• Research and stay current with system information, changes, and updates to enhance user support.
• Perform post-resolution follow-ups on help requests to ensure issue resolution.
• Provide remote support for users, including VPN configurations and management. (Our current VPN solution is GlobalProtect.)

Qualifications

Required Experience: 3+ years of tech support or helpdesk experience, preferably in a legal or professional services environment.

• Strong Microsoft Office experience, including Office 2016 and Office 365.
• Proficiency in Windows 10/11, MacOS, Apple iOS, and Android environments.
• Familiarity with peripheral devices such as printers and scanners.
• Experience supporting document management systems, preferably NetDocs
• Excellent troubleshooting and diagnostic skills.
• Experience with network infrastructure, including TCP/IP networking stack, switches, routers, and firewalls.
• In-depth knowledge of hardware/software, server platforms (Windows Server 2012 and newer, Linux), and cloud computing infrastructure (AWS).
• Experience supporting remote users, including VPN setup and management (GlobalProtect).
• Certifications such as CompTIA A+ or AWS Certified Solutions Architect. (Not required)

Required Skills

• Exceptional interpersonal, verbal, and written communication skills with a focus on rapport-building and effective problem-solving.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Complete command of the English language, both written and conversational.
• Strong sense of ownership and responsibility for work performed.

Preferred Skills

• Maintain detailed documentation in ConnectWise Manage, including end-user identification, problem nature, and actions taken (successful or unsuccessful).
• Stay up-to-date with the hardware and software solutions used within the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software, troubleshooting systems, and applications.
• Assist with various departmental projects relating to DMS and data migration.
• Contribute to team collaboration to ensure prompt issue resolution.
• Be a proactive and collaborative team player!