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Desktop Engineer

FLSA Status: Non-Exempt

Department: IT

Reports To: Manager of End User Experience

Jackson Walker, Texas' largest law firm, has an exciting full-time employment opportunity for a Desktop Engineer in our Austin office. The incoming Desktop Engineer will provide outstanding end-user technology support in a fast-paced professional environment. This role is responsible for: imaging, configuration, management, and maintenance of approved equipment, peripherals and software; maintaining asset life-cycle management through accurate, complete and up-to-date inventory records detailing all technology equipment owned by the firm; managing, maintaining, documenting and implementing assigned software applications; issue resolution, trend identification, customer and departmental technology advocacy, and maintenance of firm assets.

Essential Duties & Responsibilities: Specific duties of this position include, but are not limited to:

Providing outstanding, customer-focused technology support
Technical troubleshooting, analysis, diagnostics and problem-solving skills as pertains to technology hardware and software
Testing, learning, and deploying new and upgraded software packages
Monitoring and troubleshooting problems with desktop operating systems, hardware, driver and software applications
Responsible for imaging computer devices with the current firm image, as well as keeping firmware and drivers up-to-date
Providing technical coaching and mentoring to Service Desk, and assist colleagues in the resolution of support issues
Leading or participating in special projects and serving on manager appointed task force teams
Contributing articles to the departmental Knowledge Base and other user education publications (e.g., FAQ Bulletins, Bulletin Board Tips, instruction sheets, etc.)
Acting as a SME (Subject Matter Expert) on assigned applications, processes and hardware
Assisting with customer support on the Service Desk when needed
Attending training sessions to further knowledge of firm software and processes
Leading or assisting in training workshops for end-users or Service Desk colleagues
Developing and maintaining competent knowledge of supported applications, relevant products, current support policies, and methods of support delivery
Creating clear and concise technical documentation
Maintaining inventory control of critical operating supplies, and initiating equipment maintenance and calibration internally or through approved vendors
Providing high quality and details in incident tickets to ensure all logs and tracking tools are used properly at all times
Conducting or assisting in the analysis of end-user issues/complaints and assists with the delivery of an appropriate remediation and response
Assisting with caller inquiries regarding desktop applications, configurations and how-to questions, dispatching tickets accordingly
Maintaining standards of performance, implementing and gaining compliance with operating policies, procedures, and best practices, and ensuring the Customer�s expectations for quality, service and timeliness are met or exceeded
Providing technical or procedural guidance to team members
Monitoring support activities for customer base and informing all appropriate parties of any perceived trends, positive or negative, in calls being received and/or solutions being employed or desired by the end-user community.
Effectively communicating to keep management informed by submitting reports alerting management about special or urgent projects, sensitive issues or changes, and by recommending specific action plans to address, correct or improve operating conditions
Consistently modeling the highest levels of customer service, advocacy, and professionalism
Researching and providing concise, accurate technical solutions to end-users on a timely basis
Participating in the after-hours support program
Installing, supporting and troubleshooting assistance to all Firm personnel regarding hardware, software, print, or approved mobile devices
Coordinating shipping and receipt of hardware including maintaining detailed documentation
Maintaining accurate, complete and up-to-date inventory records detailing all firm computers and computer-related hardware
Providing presentation support on / off-site
All other duties as assigned

Qualifications:

Experience in Desktop Support in corporate environment
Ability to make quick and clear decisions
Ability to meet deadlines while paying attention to details
Strong technical written and verbal communication skills
Team collaborative attitude
Strong customer service skills
Project Management experience
Interpersonal skills necessary to communicate and follow instructions effectively from a diverse group of customers, attorneys and staff to provide information with courtesy and tact
Interpersonal skills necessary to communicate in person, by email and telephone to provide information with courtesy and tact
Other duties assigned by the employer

Education:

Bachelor's degree from an accredited college or university preferred

Certifications:

Technical certifications required: M365: Endpoint Administrator
Technical certifications preferred: CompTIA A+, MD-102 Endpoint Management, AZ-900 Azure Fundamentals

Physical requirements:

Sighted
Good hearing and clear speaking voice
Dexterity with hands and fingers
Must be able to lift light weights such as PC equipment, printers and other hardware

Working Conditions:

Normal office environment with little exposure to excessive noise and temperature.
Some travel is expected for this position � travel to other JW offices and/or remote training facilities occasionally required.
Will occasionally be required to work more than 37.5 hours per week.
Must carry a Firm-provided mobile communications device.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.

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Desktop Engineer