The Office Technology Specialist works in coordination with the Office Technology Lead – D.C. to provide IT and audio/visual support within the Firm’s D.C. office, and is responsible for diagnosing different technical issues, assessing and understanding user needs and recommending technical solutions to customers.

This individual also responds to incoming calls for multiple offices, diagnoses and resolves user problems, escalates calls to the next level of service as necessary and follows up with users to ensure successful problem resolution.

• Provides deskside as well as phone and remote customer support;
• Acknowledges, updates and closes tickets, and documents all customer service requests in the ServiceNow call tracking system;
• Follows up with customers regarding open tickets;
• Resolves tickets in a timely manner or escalates as appropriate;
• Collaborates with other teams within the IT department to work on projects or issues as appropriate;
• Creates and reviews IT knowledgebase entries;
• Assesses and responds to situations where standard procedures have failed in isolating or fixing issue;
• Works in conjunction with the Office Technology Lead – D.C. to build, image and deploy equipment;
• Troubleshoots problematic laptops and desktops (break/fix);
• Helps coordinate the installation of desktop and laptop computers;
• Ensures hardware inventory is properly entered into the inventory database;
• Proactively looks for areas and projects that will improve processes and production;
• Helps the Office Technology Lead – D.C. to test, set up, and resolve critical AV technical issues during client and internal meetings, as well as onsite and offsite events, that require video or audio conferencing, digital presentations, other audio/visual components, or computer technical support;
• Uses, maintains, troubleshoots, and provides basic repair for AV equipment;
• Helps with set-up and support of off-site trial locations as needed; and
• Performs other duties as assigned.

• High school diploma or equivalent, college degree preferred;
• 2-4 years’ experience providing technical support to both on-site and remote users at all levels, including at least 1 year of second-level and hardware support;
• Experience within a law firm or professional services environment preferred, but not required;
• Home networking experience a plus; and
• Experience working in an AV support capacity preferred;
• Knowledge of computer software, operating systems and hardware;
• Excellent interpersonal skills;
• Strong communication skills, both oral and written;
• Strong analytical, problem solving and decision-making skills;
• Ability to handle multiple tasks and work under time pressures;
• Ability to work independently and determine priorities;
• Ability to establish and meet deadlines;
• Ability to troubleshoot remote access and general user hardware issues;
• Must have a high level of energy and a love of technology;
• Well versed in IBM/Lenovo desktops and laptops and Lexmark/Xerox printers and scanners;
• Proficient in Microsoft Outlook, Office Suite, iManage, Adobe Acrobat, Workshare Protect and Windows 10;
• Flexibility to adjust schedule as needed for coverage when Office Technology Lead is out; and
• Ability to work overtime, as needed.