Support Technician (Irvine, CA)
Irvine, CA, United States
Position: IT Support Technician
Location: Irvine, CA with some travel
Role: Full-Time/ Perm
Position Responsibilities:
Deliver exceptional customer service.
Spend approximately 90% of the time on phone support with end-users, with the remaining time addressing other requests.
Collaborate effectively and earn the respect, trust, and confidence of the Firm's attorneys and professional staff.
Handle daily responsibilities including answering first-line service desk calls, responding to emails, and managing ticket requests for service across all office locations. This includes issues related to computer systems, software, hardware, and remote access.
Follow up on outstanding requests to ensure timely resolution.
Provide support for audio and video equipment in conference rooms.
Install, modify, and repair computer hardware and software.
Support iOS and Android mobile devices.
Manage office moves and conference room technology setup, particularly for the Atlanta or Irvine offices.
Adhere to the company's asset management procedures, including intake of new equipment, relocation of existing equipment, and retirement of end-of-life equipment.
Complete special projects and occasionally participate in after-hours testing for system updates or deployments.
Assist users with personal hardware as needed to access firm resources.
Personal Attributes: Strong commitment to integrity, exceptional judgment, and the highest ethical standards.
Excellent written and verbal communication skills, with the ability to effectively interact with others.
Capability to thrive in a fast-paced, service-oriented environment, manage multiple projects daily, and adapt to shifting priorities.
Quick to grasp and implement new concepts.
Highest level of diplomacy, tact, and discretion, particularly in handling and maintaining confidential information.
Continuous interest in personal and professional development and training.
Ability to quickly learn and master new applications and software.
Proficiency in communicating technical information, both verbally and in writing, to a diverse range of end-users.
Requirements : Proficiency in both English and Spanish.
High school diploma or equivalent, with at least two years of focused Service Desk experience, preferably in a law firm setting; or an equivalent combination of education and experience. Certifications such as Microsoft Office, MTA, MCSA Windows 10/11, or COMPTIA A+ are desirable.
1-3 years of experience in a Microsoft environment.
Willingness to participate in rotating on-call and after-hours support.
Experience supporting or utilizing administrative features for various applications, including Aderant, Intune, iManage, Mimecast, VPN, Windows LAPS, LogMeIn/GOTO remote management, ZOOM meetings and phones, Office 365, Adobe Acrobat DC, BigHand Dictation, Workshare, FortiClient, OKTA, JIRA, BitLocker, and Internet browsers.
Proficiency with Microsoft Office 365 and Active Directory.
Familiarity with Dell hardware, printers, scanners, and computer peripherals.Strong knowledge of mobile operating systems, including iOS (iPhone & iPad) and Android.
Understanding of client PC connectivity, including Ethernet, TCP/IP, and VPN.
File server knowledge.
Experience with SCCM and AutoPilot imaging.
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