Desktop Technician Supervisor

Dinsmore-; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Dinsmore is seeking a Desktop Technician Supervisor for our Cincinnati, OH location. This 100% in-office role involves supervising desktop support staff and providing hands-on technical assistance for hardware, software, and peripherals across firm systems.

The successful candidate will lead ticket handling, triage issues, and ensure service levels are met while maintaining confidentiality with attorneys, staff and clients.

Qualifications

• Experience troubleshooting desktop and laptop hardware, software, mobile devices, and printers.
• Experience imaging systems on desktops and laptops.
• Ability to lead, coach, and support desktop staff while promoting teamwork.

Responsibilities

• Supervise, coach, and support desktop technicians in delivering timely IT support.
• Take helpdesk calls and tickets, monitor queues, triage issues, resolve or escalate.
• Document, upgrade, or replace hardware and software per firm policies.
• Escalate problems to appropriate IT roles and participate in IT projects.
• Maintain contact with attorneys, staff and clients, upholding confidentiality.

Skills

Windows OS

Desktop support

Team leadership

Troubleshooting

Customer service

Time management

Job description

Dinsmore is seeking a Desktop Technician Supervisor at our Cincinnati, OH location. This position is 100% in-office.

The Desktop Technician Supervisor position provides technical support for the firm's computer systems, applications, and related technology while supervising desktop support staff. The role includes maintaining, analyzing, troubleshooting, and repairing computer hardware, software, and peripherals. This includes, but is not limited to, support for all firm-approved desktops, laptops, peripheral equipment, mobile devices, network, and software. This is a working supervisor position responsible for monitoring ticket queues, taking helpdesk tickets and calls, resolving issues, escalating matters as necessary, and supporting desktop staff while they learn and support the environment.

Responsibilities

• Supervise, coach, and support desktop technicians in the delivery of timely and effective technical support


• Serve as a working supervisor by taking helpdesk calls and tickets, monitoring incoming helpdesk ticket queues, triaging issues, resolving matters, and escalating if required


• Document, maintain, upgrade, or replace hardware and software systems according to the firm's policies and procedures


• Facilitate escalation of problems, issues, and requests to other IT department roles as necessary


• Participate in and contribute to various IT department projects and initiatives


• Maintain positive contact with attorneys, staff, and clients and observe confidentiality in all firm and client matters


• Troubleshoot problems associated with any PC hardware, software, and peripherals; determine necessary repair, modifications, and testing of such systems


• Desktop/laptop imaging, installation and moves; performing system setup procedures on desktop/laptop for end-user; performing configuration changes and software installs


• Monitor ticket aging, workload distribution, recurring issues, and service levels; make recommendations for process improvements as assigned


• Provide physical inventory of desktops, laptops, monitors, printers, and related equipment.


• Make inventory recommendations/purchases as assigned


• Be familiar with and able to support applications including Outlook, Office products, and firm specific applications


• Be familiar with and able to support basic networking issues


• Utilize firm procedures and resources appropriately to ensure efficient delivery of work product


• Perform other duties, responsibilities, and/or special projects as assigned

Requirements

• Experience troubleshooting basic desktop and laptop hardware, software, mobile device, and printing problems


• Experience imaging systems on both desktop and laptop PCs


• Interpersonal skills necessary to communicate and provide information with courtesy and tact


• Ability to lead, coach, and support desktop staff while promoting a team environment where co-workers can collaborate to provide effective problem resolution


• Ability to transport, install, and maintain equipment, including computers, printers, and monitors, including the occasional transportation of devices in excess of 50 lbs, lying, stooping, and bending to fully install various pieces of equipment


• Demonstrate teamwork by engaging in discussions with co-workers and promote a team environment where co-workers can collaborate to provide effective problem resolution


• Actively look for opportunities to help others to provide a balanced workload


• Demonstrate flexibility and a willingness to adjust to changes in job requirements and scheduling


• Demonstrate organizational skills and effective use of time


• Plan and prioritize daily work and managing time to ensure work is timely and efficiently completed

• Minimum of 5 years of experience supporting hardware and Windows operating systems


• Minimum of 5 years of experience supporting Microsoft applications, including Outlook, Office products, and firm specific applications


• Prior experience leading, mentoring, or coordinating desktop support staff preferred


• Strong analytical skills


• Ability to work in a fast-paced environment