Desktop Support Specialist

Adams and Reese; Columbia (SC); On-site; USD 52,000 - 70,000; Full time

Job summary

Adams and Reese seeks a Desktop Support professional to provide local and remote user assistance and maintain computer hardware/software used to deliver services from the Columbia office. The role emphasizes hands-on support, ticketing, and on-site/off-site collaboration with second-level engineers.

The ideal candidate has 5+ years of helpdesk experience, strong customer service skills, and solid Windows/Office expertise, plus familiarity with legal applications.

Qualifications

• Five years of helpdesk experience required.
• A+ or MCP certification a plus; A+ and Network Essentials preferred within one year.
• Experience supporting Windows 10/11 and MS Office 2016/O365.
• Strong interpersonal and customer service skills.

Responsibilities

• Provide phone, remote access, and desktop support of Intel-based hardware and software systems.
• Track tasks in the Service Desk ticketing system ensuring tickets are accurate and timely.
• Deploy PC hardware and software.
• Assist in new hire computer setup, configuration and authentication.
• Setup conferences and meetings, including Teams video systems.
• Provide paid on-call support to the firm on a rotation basis.
• Maintain licensing compliance and asset tracking databases.
• Monitor local network servers.
• Regular travel to Charleston, SC, Tallahassee, FL and Jacksonville, FL offices.

Skills

Helpdesk experience

Customer service

Windows support

MS Office 2016/O365

A+ / MCP + certification

Networking basics

Tools

iManage

Dragon Legal Dictation

Azure Virtual Desktop

EverLaw

Litera Desktop

Microsoft Teams

Job description

Job Summary:

The primary function of the Desktop Support position is to provide support to local and remote users and maintain equipment used to provide services.

Responsibilities:

• Provide phone, remote access, and desktop support of Intel based hardware and software systems.
• Track assigned tasks throughout problem solving life cycle using the firm’s Service Desk ticketing system. Must maintain accurate and timely service tickets.
• Perform basic printer services.
• Deploy PC hardware and software.
• Assist in new hire computer setup, configuration and authentication.
• Serve as communications focal point between users and second level engineers.
• Follow up with users to ensure appropriate satisfaction levels and elevate problems as needed.
• Setup technical aspects of conferences and meetings, operating media display equipment and Microsoft Teams based video systems.
• Provide paid on-call support to the firm on a rotation basis.
• Maintain licensing compliance and asset tracking databases of hardware and software.
• Reset security passwords.
• Serve as local data recovery expert of failed hard drives and PC based systems.
• Assist users in managing approved wireless devices.
• Monitor local network servers.
• Special projects as assigned by management.
• Basic understanding of networking cabling.
• Position is located in the firm’s Columbia office location; this is not a work remote job.
• Required to assist during office build outs and office relocations.
• Must be well organized.
• Regular travel to Charleston, SC, Tallahassee, FL and Jacksonville, FL offices.

Supervision Received and/or Given:

• Supervision received by Desktop Support Manager and Regional Office Manager.

Minimum Acceptable Qualifications:

• Must be a resourceful team player with excellent interpersonal and customer service skills.
• Proven ability to diagnose and troubleshoot a wide range of hardware and software related problems.
• A background in support of windows-based software applications and operating systems including MS Windows 10/11, Microsoft Office 2016/O365 (Word, Excel, PowerPoint, Outlook, Project, Teams) and antivirus products.
• Minimum 5 years of helpdesk experience required. A+, MCP, or other full industry certification a plus. A+ and Network Essentials certification is preferred within one year of employment.

Additional Desirable Qualifications:

• Knowledge of legal specific and large firm applications such as iManage, Dragon Legal Dictation, Azure Virtual Desktop, EverLaw, and Litera desktop are a plus.

Working conditions:

This position requires sitting for long periods of time while operating a computer. At times, employees are required to work more than the normal work schedule. Employees in this position must be mobile, have the ability to bend, crawl, kneel, lift overhead and have ability to lift and carry equipment weighing approximately 50 lbs.