Senior Network & Desktop Technician

M-F, 8am-4pm

Reports to:   IT Manager 

Objective

The Senior Network & Desktop Technician is responsible for the day to day activities of supporting Audio/Visual and network and desktop hardware and software functions for the end user community of Firm.  Ensure audio visual services, conferences, and webinars are effective, high quality, and timely, without interruption to our lawyers, staff and clients.  Provide solutions to our lawyers and staff on the use of audio visual systems. This is a position that is primarily customer and communications focused requiring excellent customer service and communication skills; sound technical knowledge of PC/Laptop, network, servers, VTC, audio conferencing, BlackBerry, remote access, and telephone services; and a demonstrated ability to help and resolve issues.

Responsibilities

• Works with lawyers, staff, clients, Client Services Specialists, and other departments to provide very responsive, timely, excellent, solution oriented A/V customer service that meets or exceeds expectations.
• Have a consistent, can do, positive demeanor.
• Maintains day-to-day operation of the Firm’s audio-visual support for conferences and meetings including VTCs (video teleconferences), Webinars, content sharing, audio/video, digital recording, and editing needs.
• Setup and configures various components of VTC, video equipment, sound equipment, computer, projector, flat panels, screens, and other related systems so they are ready for use before scheduled meetings.
• Quality checks and promptly corrects A/V problems prior to conferences. Repair audio visual (A/V) equipment when possible in house. Arranges, tracks, and ensures A/V vendor ongoing maintenance and repair.
• Assists and provides quick “on demand” support to Client Service Specialists, fellow A/V Specialists, IT Staff in all offices, and others with VTC setups; Webinars (Web Meetings, LiveMeeting, eMeeting) and other multimedia tools, prior to, and in support of meetings and conferences. This includes assisting in meeting planning discussions and inquiries.
• Maintains A/V equipment and inventory. Provides a convenient and easy to use method to track availability of equipment within ITS, the reception department, and the general user community.
• Actively learns new software and other tools; maintaining necessary A/V expertise in support of meetings. This includes, but is not limited to:  Webinar products, PowerPoint, VTC equipment and software, and other Firm software as required.
• Reviews upcoming meetings and events to proactively prevent audio visual problems during meetings.
• Stays current on technological trends and advise the firm on A/V technological developments and changes in the industry.
• Fills in as needed for other department members when they are absent in order to maintain service levels of the department.
• Performs miscellaneous technical support tasks and special technical projects as assigned by Information Technology Services management.
• Responds to help calls, diagnoses and resolves hardware problems reported by end-users in a timely manner.
• Available to work before and after business hours and weekends with little or no notice.
• Performs quality checks for Visitor Offices computer and printer setups.
• Performs quality checks relating to telephone support.
• Internal office PC/telephone equipment moves.
• Stays current with changing priorities, willing and able to take on new tasks and responsibilities and learn new technology.
• Timely and regular attendance.
• Diagnoses and resolves, in a timely manner, desktop hardware and software problems reported by end-users or forwarded by the HelpDesk.
• Maintains network and desktop hardware and software directly or through equipment manufacturer warranty.
• Configures and deploys desktop hardware and software including but not limited to PCs, laptops, printers, BlackBerrys, remote access, and telephone equipment.
• Installs VPN and Citrix clients and troubleshoots remote access issues.
• Configures and troubleshoots laptop wireless connectivity.
• Configures and trains users on RSA remote access key fob.
• Performs basic network, switch, router, firewall, and server maintenance and troubleshooting.
• Performs basic network administration of Exchange/Outlook/Active Directory.
• Performs telephone add/moves/changes.
• Performs miscellaneous technical support tasks and special technical projects as assigned by Information Technology Services management.
• Works well as part of a team on technical projects.
• Recognizes the importance of effective client service and presents the firm in a positive light.
• Successfully sets priorities, performs tasks in an orderly fashion, and meets time deadlines.
• Keeps scheduled appointments, reports for work on time and maintains good attendance with valid reasons for absences.
• Maintains personal appearance and conduct appropriate for a professional services environment at all times.
• Demonstrates good written and oral communications skills and communicates effectively.
• Stays current with changing priorities, willing and able to take on new tasks and responsibilities and learn new technology.
• Generally remains calm and focused in pressure situations.
• Maintains departmental records in accordance with polices and procedures.
• Submits all required paperwork and reports accurately and on time.
• Operates well without specific direction and close supervision, given general guidelines for the position.
• Performs limited Network Administration tasks, including but not limited to Backups and Active Directory cleanup.
• Ability to support the daily operational processes for telecommunications systems.
• Supports current voice technologies, troubleshoots problems, and performs moves/adds/and changes.

Experience

• Previous experience in law firm environment preferred.
• Knowledge of hardware and software relating to audio visual systems in support of end user requirements, problem resolution, service, and software upgrades.
• Knowledge of the technical aspects of A/V equipment and software, including, but not limited to: VTC (Cisco preferred), software upgrades, sound, digital video recording and editing, flat panels (LCD, LED, plasma), cable TV, projectors, screens, and Webinars.
• Experience in audio-visual techniques and trends.
• Excellent, effective communications (listening, oral, and written) and interpersonal skills. Experience working with all levels within an organization, clients, and vendors.
• Ability to work independently and in a team environment.
• Minimum of four years’ experience in a desktop PC maintenance position, preferably in a client-service organization (legal background preferred, not required).
• Experience in troubleshooting and repairing DELL PCs/Lenovo Laptops and Xerox Laser printers in a network environment.
• Thorough understanding of current PC operating systems, hardware configurations, memory configuration techniques, and peripheral hardware and software.
• Knowledge of software applications and installation.
• Thorough understanding of Mobile device installation, configuration, operation and troubleshooting including Blackberries and iOS devices.
• Ability to work in confined spaces, lift up to 80 pounds, and use various hand tools.

Education

• College Degree in computer related field or equivalent work experience.
• Familiarity with the Firm Standard Desktop Operating System and software (including but not limited to WinXP Workstation, Office 2010, Outlook 2010, iManage, WorkShare Compare, Citrix, etc.)
• Microsoft Certified Professional and Microsoft Certified Systems Administrator Certifications (MCSA) preferred.

Note:  As with all positions the Network & Desktop Technician will be required to perform other duties as deemed necessary and assigned by the Information Technology Manager or Firm Management.