Desktop Support Specialist

Adams and Reese; Houston (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Adams and Reese in Houston seeks an experienced Desktop Support technician to support local and remote users and maintain equipment.

You will provide phone, remote access, and on-site support, manage tickets, deploy hardware/software, assist new hires, and coordinate with second-level engineers. The role requires strong customer service, troubleshooting skills, and the ability to work in a fast-paced law firm IT environment.

Qualifications

• Minimum 5 years of helpdesk experience.
• Experience with Windows 10/11, MS Office 2016/O365 and antivirus products.
• A+ and MCP or equivalent certifications preferred within one year.

Responsibilities

• Provide phone, remote access, and desktop support for Intel-based hardware and software.
• Track tasks in the firm’s Service Desk system and maintain tickets.
• Deploy PC hardware and software.
• Assist in new hire computer setup and authentication.
• Coordinate with second level engineers and act as communications focal point.
• Follow up to ensure user satisfaction and escalate issues as needed.
• Setup conferencing and video systems, including Teams.
• Maintain licensing compliance and asset databases.
• Assist during office moves and relocations.

Skills

Customer service

Troubleshooting

Helpdesk experience

Team player

Communication skills

Education

A+ Certification

MCP Certification

Tools

Windows 10/11

Microsoft Office 2016/O365

Antivirus software

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 in the firm’s Houston office location; this is not a work remote job.
• Required to assist during office build outs and office relocations.
• Must be well organized.

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 in excess of the normal work schedule. Job may include minimal travel. 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.