Reports to: Chief Technology Officer
The primary function of the Desktop Support Manager position is to provide management to Desktop Support Specialists and support to users and maintain equipment used to provide services. The candidate for this position will:
Assign Desktop Support Specialists with responsibilities, track vacation and organize the on-call schedules.
Provide phone, remote access and desktop support of Intel based hardware and software systems.
Track assigned tasks throughout problem solving life cycle using the firm’s system. Must maintain accurate and timely service tickets. Will maintain the firm’s Help Desk knowledge base and FAQs.
Work in tandem with the training team to report top services issues, create training tips and suggestions for continuing education classes.
Perform basic printer services.
Deploy PC hardware and software.
Serve as communications focal point between users and second level engineers.
Follow up with users to ensure appropriate satisfaction levels and escalate problems as needed.
Setup technical aspects of conferences and meetings, operating media display equipment and Polycom based video systems.
Oversee the rotation and participate in New Hire Training.
Maintain licensing compliance and asset tracking databases of hardware and software.
Reset security passwords.
Create and disable user accounts in Active Directory and Exchange.
Assist users in managing approved wireless devices.
Purchase hardware and software as approved by CTO or management.
Special projects as assigned by management.
Supervision Received and/or Given:
Supervision received by CTO.
Supervision given to Desktop Support Specialists to coordinate work tasks and calendars.
Minimum Acceptable Qualifications:
Must be a resourceful team player with excellent interpersonal and customer service skills.
Proven ability to diagnose and troubleshoot a wide range of hardware and software related problems.
A background in support of windows based software applications and operating systems including MS Windows 10, Microsoft Office 2016 (Word, Excel, PowerPoint,
Outlook, Project), antivirus product and Citrix.
Minimum 3-4 years of Help Desk experience. A+, MCP or other full industry certification a plus. A+ and Network Essentials certification is preferred within one year of employment.
Additional Desirable Qualifications:
Knowledge of legal specific and large firm applications such as WorkSite, InterAction, Elite Accounting, and FileMakerPro databases a plus. Azure MFA, MobileIron, ServicePro ticketing system or equivalent, Citrix ShareFile, Symantec, Ghost, Symantec EndPoint and PGP.
This position requires sitting for long periods while operating a computer. At times, employees are required to work in excess of the normal work schedule.
Employees in this position must be mobile, have the ability to bend, and have ability to lift and carry equipment weighing approximately 50 lbs.
Job Type: Full-time
- Desktop Support: 4 years (Preferred)
- Health insurance
- Dental insurance
- Vision insurance
- Retirement plan
- Paid time off