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Technical Support Specialist

  • Location: Houston, 77002
  • Job Type:Permanent

Posted about 2 months ago

Direct hire Tech Support Specialist supporting 300 users onsite in Houston office. Previous legal industry experience required!

What you will be doing:

  • Provides excellent 2nd line/desk side incident, problem and request management support in accordance with documented processes
  • Resolution of all escalated Service Desk tickets and associated customer expectation management
  • Effective and proactive communication of problems/issues that impact the business (e.g. outages)
  • Provides operational support of the video conferencing network and its peripherals both locally and in conjunction with other offices, including video conferencing software and systems from Cisco, Webex, Zoom and Microsoft Teams
  • Schedule and support video and audio conferences as required

 

Responsibilities

  • Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
  • Update and manage of all escalated tickets in accordance with local, regional and global standards and processes
  • Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking
  • Successfully meet timelines and/or budgets for assigned projects
  • Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
  • Update and contribute to the Knowledge base to share expertise
  • Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues
  • Repair and maintain all Firm-supported laser printers, laptops, desktops and video equipment in accordance with firm standards
  • Participate as required in moving users to other offices or floors)
  • Configure and monitor equipment used for high level meetings
  • Provide support for audio visual/video conference meetings and events
  • Interact directly with video conference users to provide remote, phone based, and in-room support/troubleshooting for real time and scheduled video conference bridges
  • Provide hands-on and remote support/troubleshooting of integrated video and audio conferencing equipment in conference rooms and mobile environments
  • Provide technical support to conference rooms at multiple local locations including sound equipment, teleconferencing, video conferencing and other audio visual support as necessary
  • Provide set-up and support of audio visual and related equipment, and computers used for presentations, within conference rooms and visiting attorney offices
  • Monitor significant video conference meetings, providing immediate response to connectivity or participant needs as necessary
  • Maintain inventory of all audio and video equipment and provides maintenance as needed as directed by the multimedia engineering team
  • Set up video conferences, working with requesters, participant sites and bridging services to get call up and running at full bandwidth. Use appropriate room/meeting reservation software to coordinate conference schedules
  • Perform upkeep of meeting room control consoles and keypads to include maintenance and systems upgrades as required
  • Provide programming and move/add/change support for office phones (where applicable)
  • Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)
  • Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management