Regional Technical Support Specialist

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Regional Technical Support Specialist

Duties: Responsible for providing direct, routine technical advice/support and troubleshooting assistance; installing software, setting up PCs; and providing training to attorneys and staff in the firm’s regional locations. Provide direct, routine technical advice/support, troubleshooting assistance, problem resolution, and responses to inquiries through the Help Desk for PCs (both laptops and desktops), printers, PC/server applications, databases, Blackberry devices, telephones, remote access, document transfers, and conversion/retrieval of archived documents to attorneys and staff either face-to-face, by remote access or on the telephone. Install software, configure, and set up PCs; install and set up printers and telephones as necessary. Provide telephone, PC, printer and/or application support training for new employees as well as ongoing or advanced training for existing attorneys and staff; prepare supplemental, supporting documentation as needed. Provide telephone support to users in multiple offices using firm-wide Call Center system; update status as ready/not-ready as needed. Coordinate specific systems-related office needs with the office administrators (or local supervisor) and regional LAN administrator; participate in network updates (this may require work be periodically done during non-standard hours for network maintenance and support). Schedule and communicate all system changes and downtime within the office. Keep up-to-date on the hardware and software supported. Coordinate timely repair of computer hardware with outside vendors, including tracking repair call logs, monitoring inventory levels, verifying bills/invoices, etc. Generate and maintain hardware and software inventories for the office. Assist with backup/restore, file reorganization, startup/shutdown of systems, as required. Assist with determining and defining the support impacts of new technology and planned software upgrades as requested. Prepare regular status reports; provide input into the systems budget for the office Assist with other special projects, tasks, and/or support as assigned. Provide off-hours/pager support, as necessary. Work non-business hours for application upgrades.

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