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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

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see MatrixRes.com/Benefits for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.