IT Help Desk Onsite Engineer

IT Help Desk Onsite Engineer

Vacancy expired!

Responsible for single point of contact for end users to receive support, training, response to queries and maintenance within the organization’s desktop and telecommunications environment. This includes installing, diagnosing, repairing, maintaining, training and troubleshooting all hardware, software, and equipment, including but not limited to PC, Mac, phones and printers. The goal is to ensure an optimal working environment in a timely and accurate fashion, for both local and remote users.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Responsibilities will entail 50% engineering and 50% dispatch for this role
• Install and configure computer hardware, operating systems and applications
• Support users onsite at HQ with any technology needs to include networking, printers, laptops, thin clients, phone systems, training, etc.
• Support users remotely with Citrix VMs and applications such as Salesforce, NetDocs, etc.
• Administer IT systems such as Exchange, Citrix, On-premise Servers, Azure cloud computing, RingCentral, server rooms, etc.
• Create and maintain procedural documentation, training materials and relevant reports per each system
• Provide training to end users on hardware, phones, systems and applications
• Assist staff with system setup or performance issues, by walking staff through problem-solving tasks via phone, onsite, remote, screen share
• Responsible for single point of contact for end users to receive support and maintenance within the organization by: responding, tracking, documenting and expanding on support tickets
• Help deploy and then administer Knight Law’s Ticketing System, monitor and assign IT Support tickets to different departments and IT resources
• Communicate ticket status through summary emails which are detailed yet concise
• Set up users’ accounts and profiles, including handling password issues and service provisioning
• Provide support for A/V presentations, video conferencing and telecommunications as needed
• Manage software, hardware and peripheral provisioning, including asset checkouts for loaner and trial equipment to staff
• Conduct routine audits of hardware, software, network, systems, and infrastructure
• Interface with third party IT vendors to coordinate support and repair related activities, including inventory or hardware supplies
• Ensure IT Department SLAs are met
• Support and maintain user account information including rights, security and system groups
• Assume responsibility for helpdesk tickets, prioritizing based on impact, and service level agreements
• Assist with ongoing staffing changes (new hires onboarding, moves, terminations, etc.)
• Assume responsibility for upholding IT procedures, including IT audits
• Provide support for critical issues and VIP support outside normal business hours, including occasional local travel, less than 10%
• Maintain the firm’s documentation systems such as IT Glue
• Stay current with changes in environment, technology, system information and updates
• Identify and absorb new tools quickly based on changing business needs
• Maintain and enforce secure environment and Secured Area access by following policies and procedures and best practices

QUALIFICATIONS/SKILLS needed to successfully perform job duties and responsibilities:

• Minimum Bachelor’s Degree OR
• 4 year’s prior experience as a Help Desk Technician required OR
• Equivalent combination of education and experience
• Dispatching experience required
• Familiarity with Microsoft Office Suite, Adobe, Microsoft Active Directory and Windows Domain technology, Microsoft Exchange, VOIP, Apple Mac OS and iOS, Citrix, Azure Active Directory, Intune, ticketing systems, IT documentation systems, and Windows Autopilot.
• Proficient in Microsoft Office Suite, Windows infrastructure knowledge required
• Ability to quickly learn and become proficient in Firm Client Database; Salesforce knowledge a plus
• Must possess excellent communication skills, verbal as well as written
• Ability to multitask, prioritize, think critically and work under pressure with confidential material
• Ideal candidate is creative, has a hands on approach and high customer service standards
• Operate standard office equipment and ability to lift and/or move up to 30 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT
While performing the duties of this job, the employee is frequently exposed to general office conditions. The noise level in the work environment is usually moderate.

COMPANY PERKS

• Competitive pay and benefits: medical, vision, dental, 401(k)
• Extended and comprehensive training
• Fun company culture with an emphasis on teamwork
• Business Casual attire
  

Knight Law Group, LLP is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, or sexual orientation.
Knight Law Group, LLP will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.