About this role

Quickly resolve end-user issues over the phone, email, or chat
Handle approximately 220 daily support requests with the team
Document all elements of a support case within ServiceNow
Prioritize and communicate effectively
Escalate issues as appropriate
Ensure requests and issues are documented in tickets
Create documentation for hardware, software installations, and technical matters
Assist in creating and editing Service Desk processes and procedures

Knowledge of Microsoft Windows 11 and Microsoft Office 365
Knowledge and support of Apple MacBooks and Mac OS
Knowledge and support of various mobile email devices (iOS and Android)
Knowledge of computer hardware and peripherals
Ability to test and troubleshoot hardware configurations
Ability to communicate effectively both orally and in writing
Ability to quickly assimilate advanced technical information
Troubleshooting skills with technical manuals and online resources
An associate or bachelor’s degree is preferred
Requires one year of experience in a technical support environment or equivalent
A+, Network+, MCSE, or equivalent technical education strongly preferred
Law firm experience is beneficial

Service Desk Support Technician

Key skills