Desktop Support Specialist

Adams and Reese; Tampa (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Adams and Reese in Tampa seeks a Desktop Support professional to assist local and remote users, maintain hardware, and support software systems. The role emphasizes hands-on support, ticketing accuracy, and collaboration with engineers to resolve issues.

Responsibilities include PC setup, networking basics, conference tech setup, and occasional travel to the Sarasota office. A minimum of five years in helpdesk is expected, with a preference for A+ or MCP certifications.

Qualifications

• Must have strong customer service and interpersonal skills.
• Proven ability to diagnose and troubleshoot a wide range of hardware/software problems.
• Experience supporting Windows-based software and OS (Windows 10/11) and Office 2016/O365; antivirus products.

Responsibilities

• Provide phone, remote access, and desktop support for Intel-based hardware/software.
• Track and update Service Desk tickets accurately throughout issue lifecycle.
• Deploy PC hardware/software and assist in new hire setup and authentication.
• Coordinate with users and second-level engineers; ensure timely escalation when needed.
• Set up conferences/meeting tech, including Teams video systems; manage licenses and asset tracking.

Skills

Customer service

Troubleshooting

Windows support

MS Office 365

Education

A+ certification

MCP certification

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 escalates 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 Tampa office location; this is not a work remote job. Travel to the Sarasota office is required once a month.
• 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, Interaction, 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.