Job description

SUMMARY: Under the direct supervision of the Director of User Technology and, if applicable, the local Office Administrator, and according to established policies and procedures the SCC1 Desktop Support Specialist ensures the secure and efficient operation of the systems, applications, databases, telecommunications, end user devices (laptops, smart devices, printers, phones), and associated equipment/infrastructure by receiving, prepping, deploying, wiping, prioritizing, documenting, and actively resolving SCC1-related end-user help requests

(primary duties) and assists in a similar role with general Firm end-user help requests as availability permits (secondary duties).

**To be considered for this position, please apply on our Careers page by following this link: https://careers.btlaw.com/viRecruitSelfApply/ReDefault.aspx?FilterREID=10&FilterJobCategoryID=16&FilterJobID=872

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Receives end-user technical requests in a prompt and courteous manner via telephone, e-mail, in-person, or other methods.

2. Documents all pertinent end-user information, including name, department, contact information, nature of problem or issue, and problem details, in accordance with established help desk procedures.

3. Prioritizes and schedules, resolves, or escalates end-user technical requests in a courteous, timely, appropriate, and effective manner in accordance with established Help Desk service-level agreements.

4. Troubleshoots and resolves assigned end-user technical problems and issues over the phone, using remote-control utilities, or in-person at the desktop level.

5. Tests fixes/solutions and provides follow-up communication with the end-user to ensure technical problems or issues have been adequately resolved.

6. Familiarity with features of SharePoint, such as adding users or AD Security

Groups to SharePoint groups and understanding the differences between a
SharePoint List and SharePoint Library.

7. Familiarity with Active Directory and ADFS, such as unlocking accounts and adding users to Security Groups.

8. Uses software updates, drivers, utilities, knowledge bases, frequently-asked questions (FAQ’s), and internet research tools to aid in problem resolution and documentation, in accordance with established change management procedures.

9. Performs hands-on fixes at the desktop level, including installing, upgrading, configuring, testing, monitoring, and troubleshooting end-user hardware and software.

10. Performs regular preventive and corrective maintenance on end-user equipment including desktop PC’s, laptops, printers, phones, and mobile devices.

11. Assist with system team to help troubleshoot and deploy network related equipment and software.

12. Accurately documents desktop equipment or component failure, repair, installation, and removal.

13. Assesses and communicates security risks associated with current and future technology implementations and solutions, including applicable processes.

14. Ensures that information security measures and equipment adhere to all applicable laws and regulations.

15. Other duties as assigned.

The employee must be able to perform all essential job duties and responsibilities of this position satisfactorily and as outlined, with or without reasonable accommodations. Reasonable accommodation requests may be accommodated, absent undue firm hardship.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

1. Associate’s degree in a technology or business-related field or 2 years of relevant work experience.

2. Prior law firm experience involving direct user support for a minimum of one year strongly desired.

3. Certification as a Microsoft Certified Professional (MCP) or CompTIA A+
Technician is desired.

4. Strong understanding and technical knowledge of PC operating systems, general and specialized legal applications, PC hardware and peripherals, and mobile devices, including: Novell Netware, Microsoft Windows, e-mail, file and print services, data retention and recovery, remote access, network and PC security, laser and inkjet printers, iOS and Android devices.

5. Demonstrated general troubleshooting ability including hardware and software.

6. Strong understanding of problem management, change management, and IT best practices.

7. Strong understanding of the firm’s goals and objectives.

8. Demonstrated ability to apply technology solutions to solve business problems.

9. Demonstrated ability to work in a team-oriented, collaborative environment.

10. Highly self-motivated, self-directed, and attentive to detail.

11. Ability to effectively prioritize and execute tasks in a high-pressure environment.

12. Excellent written, oral, and interpersonal communication skills.

13. Ability to present technical ideas in business-friendly and user-friendly language.

14. Strong analytical, evaluative, and problem-solving abilities.

15. Exceptional service orientation.

16. Basic knowledge of applicable laws and regulations as they relate to technology issues and data privacy laws and practices.

17. Ability to travel to Barnes & Thornburg offices in other cities as may be required to support the firm’s technology services.

This job description is intended to describe the general requirements of this position. As such, it is not designed to cover or contain a comprehensive listing of job duties or responsibilities required in this job. Subject to firm needs, duties and responsibilities of this position may change at any time, on a temporary or permanent basis, and with or without notice.

WORKING CONDITIONS:

1. On-call availability and periodic overtime.

2. Sitting for extended periods of time.

3. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

4. Occasional inspection of cables in floors and ceilings.

5. Lifting and transporting of moderately heavy objects (i.e., printers) up to 50 pounds.

6. Normal office environment with little exposure to excessive noise, dust, temperature and the like.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

EEO

Job Type: Full-time

Pay: $42,738.45 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Work Location: One location

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