Applications Engineer providing advanced product guidance and technical support for Shure products. Resolving customer inquiries and conducting training sessions on Unified Communications solutions.
About the role
- Helpdesk Analyst providing Level 1 technical support for various IT issues. Assisting users with Microsoft products and managing IT resources in a hybrid working environment.
Responsibilities
- Provide Level 1 technical support
- Provide friendly, courteous, and quality systems support to all users
- Assist with advanced troubleshooting for special projects assigned by Helpdesk Supervisor
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, phones, mobile devices, and client specific applications)
- Assist users with various firm application support systems; Microsoft products including Office 365, iManage, Aderant and Power PDF and others
- Assist with inventory control and tracking of IT assets throughout the firm
- Perform employee office moves relating to IT
- Image new computers and configure them for deployment to members
- Manage Audio/Visual setups including conference calls and WebEx/Teams/Zoom events
- Manage IT resources calendar for availability of A/V equipment and Mobile Hot Spots
- Participate in an on-call after hours schedule for emergency assistance when needed
Requirements
- Strong customer service and communication skills
- Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Access)
- Knowledge of Android and iPhone device setup and troubleshooting
- Intermediate knowledge of Windows 10 and Operating Systems
- Knowledge of VPN and VMWare Horizon connectivity principles
- Working knowledge of Active Directory and user account changes
- Working Knowledge of Microsoft Teams including Teams voice and video conferencing
- Technical aptitude with strong PC literacy skills
- Strong problem-solving skills and decision-making ability
- Ability to learn and apply technical information in a fast-paced, demanding work environment
- Flexibility to accommodate helpdesk’s hours of operation, including participating in after-hour on-call schedule
- Strong enthusiasm and desire to learn
- Work well in a team environment
- At least one year experience in a Call Center/Helpdesk position
- Minimum of Associates Degree in computer technology or business related degree or equivalent experience
- Preferred: A+ Certification
- Preferred: Certification as Microsoft Office Specialist
Benefits
- competitive salaries
- medical, dental, vision, life and disability coverages
- FSA
- HSA
- PTO
- 401(k) plan
- paid parking or transportation allowance
- paid day off for birthdays
- office casual dress code
- tuition reimbursement
- flexible work schedules
- hybrid working environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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