Information Technology Support

Information Technology Support Overview

• The Information Technology Support role provides advanced technical assistance in a hybrid work environment, ensuring seamless operation of technology systems and user satisfaction.
• Diagnose and resolve complex technical issues, collaborating with internal IT teams and external vendors for effective solutions.
• Support hardware procurement, deployment, and lifecycle management to maintain operational efficiency.
• Deliver deskside and remote support for a variety of devices, including desktops, laptops, printers, and mobile devices.
• Ensure timely resolution of technical incidents and service requests, minimizing disruptions to users.
• Participate in technology-related projects and initiatives aimed at continuous improvement and innovation.
• Maintain accurate documentation and asset inventory using IT service management tools.
• Provide exceptional customer service and technical support to users across all organizational levels.

Information Technology Support Key Responsibilities & Duties

• Provide second-level technical support for desktops, laptops, printers, and mobile devices in a hybrid work environment.
• Diagnose and resolve advanced technical issues, collaborating with IT teams and external vendors.
• Image, configure, deploy, and maintain technology equipment, ensuring optimal functionality.
• Support onboarding and offboarding activities, including equipment setup and recovery.
• Monitor and manage service requests and incident tickets, ensuring timely resolution.
• Assist with hardware procurement, deployment, and inventory management processes.
• Participate in IT projects and contribute to continuous improvement initiatives.
• Maintain accurate documentation and asset tracking using IT management tools.

Information Technology Support Job Requirements

• Associate degree in Information Technology or related field, or equivalent experience.
• Minimum five years of hands-on desktop support experience in professional services or fast-paced environments.
• Preferred certifications include CompTIA A+ and Microsoft endpoint management certifications.
• Proficiency in Windows operating systems, Microsoft 365 applications, and endpoint management tools.
• Experience with IT service management platforms, remote support tools, and legal industry applications.
• Strong troubleshooting skills for laptops, desktops, docking stations, and related hardware.
• Excellent verbal and written communication skills for explaining technical issues professionally.
• Ability to work flexible hours and occasional overtime as required by business needs.