Reporting to the IT Manager, the Technology Support Specialist provides support for desktop/laptop computer hardware and printers of a basic to moderate nature to ensure end-user productivity and efficiency. The Technology Support Specialist II will use intermediate to advanced troubleshooting techniques in order to provide accurate, timely and creative resolutions to hardware-related issues and some software-related issues. The Technology Support Specialist II serves as a liaison between hardware engineers within IT (including the Help Desk) and the end user community.
Consults with users on their requirements in the form of workstation prep interviews.
Proactively researches and locates available tools and processes to identify and avert troublesome trends as they develop.
Responds to end-user hardware requests and performs restorative actions to resolve problems.
Properly logs all requests, issues and their resolutions.
Properly escalates critical issues to local-team Analysts or to Firm IT for level-3 support.
Responds to situations where standard procedures failed with hardware installations or upgrades.
Actively participates (with testing and documentation) in software pre-pilots, pilots and roll-outs.
Provides status reports to and communicates with the manager.
Administrative and Operations Responsibilities
Analyzes hardware needs and requirements based on business imperatives and makes contributions to defining solution options.
Helps identify and resolve hardware-related trends.
May advise team members on hardware-related issues.
May provide Mobility support and basic troubleshooting for approved devices.
Unpacks, sets up, tests and installs all new equipment received by the local office.
Tracks the type of equipment, the location of equipment and to whom the equipment is allocated.
Performs all initial diagnoses of reported hardware errors to determine nature, possible cause and recommended course of action.
Where possible, performs maintenance or recovery procedures to correct reported hardware errors.
Contacts third-party maintenance personnel when necessary to service diagnosed hardware errors that cannot be resolved in-house.
Performs standard preventive maintenance on specified equipment.
EDUCATION AND EXPERIENCE
This job requires:
an Associate's degree (A.A.) in related field, and
Minimum two years experience in hardware and basic software support at a professional services organization, or, equivalent combination of experience and education.
CERTIFICATES, LICENSES, REGISTRATIONS
Microsoft Office Certification and A+ Certification preferred
Morgan, Lewis & Bockius LLP is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.
Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.
California Applicants: Pursuant to the California Consumer Privacy Act, the following link contains the Firm's California Consumer Privacy Act Privacy Notice for Candidates which explains the categories of personal information that we collect and the purposes for which we use such personal information.CCPA Privacy Notice for Candidates
Morgan Lewis & Bockius LLP is also an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
If you are interested in applying for employment with Morgan Lewis and need special assistance or an accommodation to use our website or to apply for a position, please call or email the following contacts: