The Role
Provides phone, remote, and onsite desktop support for hardware, software, printers, user accounts, wireless devices, and network servers. Responsibilities include ticket management, PC deployment, new-hire setup, meeting technology support, password resets, data recovery, asset and licensing tracking, user follow-up, escalation, and on-call assistance. The role is onsite in Houston, supports office relocations and buildouts, and requires lifting and carrying equipment up to approximately 50 pounds.
Summary Generated by Built In
Job Summary:
The primary function of the Desktop Support position is to provide support to local and remote users and maintain equipment used to provide services.
Responsibilities:
Supervision Received and/or Given:
Minimum Acceptable Qualifications:
Additional Desirable Qualifications:
Working conditions:
This position requires sitting for long periods of time while operating a computer. At times, employees are required to work in excess of the normal work schedule. Job may include minimal travel. Employees in this position must be mobile, have the ability to bend, crawl, kneel, lift overhead and have ability to lift and carry equipment weighing approximately 50 lbs.
The primary function of the Desktop Support position is to provide support to local and remote users and maintain equipment used to provide services.
Responsibilities:
- 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 Service Desk ticketing system. Must maintain accurate and timely service tickets.
- Perform basic printer services.
- Deploy PC hardware and software.
- Assist in new hire computer setup, configuration and authentication.
- 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 Microsoft Teams based video systems.
- Provide paid on-call support to the firm on a rotation basis.
- Maintain licensing compliance and asset tracking databases of hardware and software.
- Reset security passwords.
- Serve as local data recovery expert of failed hard drives and PC based systems.
- Assist users in managing approved wireless devices.
- Monitor local network servers.
- Special projects as assigned by management.
- Basic understanding of networking cabling.
- Position is in the firm’s Houston office location; this is not a work remote job.
- Required to assist during office build outs and office relocations.
- Must be well organized.
Supervision Received and/or Given:
- Supervision received by Desktop Support Manager and Regional Office Manager.
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 10/11, Microsoft Office 2016/O365 (Word, Excel, PowerPoint, Outlook, Project, Teams) and antivirus products.
- Minimum 5 years of helpdesk experience required. 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 iManage, Dragon Legal Dictation, Azure Virtual Desktop, EverLaw, and Litera desktop are a plus.
Working conditions:
This position requires sitting for long periods of time while operating a computer. At times, employees are required to work in excess of the normal work schedule. Job may include minimal travel. Employees in this position must be mobile, have the ability to bend, crawl, kneel, lift overhead and have ability to lift and carry equipment weighing approximately 50 lbs.
Skills Required
- Minimum 5 years of helpdesk experience
- Ability to diagnose and troubleshoot a wide range of hardware and software problems
- Experience supporting Windows-based applications and operating systems, including Windows 10/11
- Experience with Microsoft Office 2016 or Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, Project, and Teams
- Experience with antivirus products
- Excellent interpersonal and customer service skills
- Resourceful team player
- Ability to assist with office buildouts and relocations
- Ability to sit for long periods while operating a computer
- Ability to bend, crawl, kneel, lift overhead, and lift and carry equipment weighing approximately 50 pounds
- A+ certification
- MCP or another full industry certification
- A+ and Network Essentials certification within one year of employment
- Knowledge of legal-specific applications such as iManage, Dragon Legal Dictation, Azure Virtual Desktop, EverLaw, and Litera Desktop
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The Company
What We Do
Adams and Reese LLP is a multidisciplinary law firm founded in 1951 in New Orleans. The firm provides full-service legal and government relations solutions across more than 40 practice areas. With over 300 attorneys and advisors strategically located throughout the southern United States and Washington, D.C., it consistently ranks among the top 200 law firms in the United States.
