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White Glove Desktop Support

Addison Group • Contract • Houston Metro Area, Texas, United States • 5d ago

Title: White Glove Desktop Support

Location: Houston, TX

Pay: $25-$32/hr

Experience:

Minimum of 4 years of relevant experience
Strong working knowledge of end-user computing hardware (computers, tablets, mobile phones, IP based desk phones, printers, etc.
Experience with installing, configuring, and troubleshooting Microsoft Windows 10 / Windows 11 (required).
Experience with configuring and troubleshooting Microsoft Office 2019 / Microsoft 365 products with a strong focus on Outlook and Word in a legal environment.
Experience with the setup, configuration, and diagnostics of PC hardware (required) - (Dell laptops and desktops a plus).
Experience with basic troubleshooting of LAN (wired and wireless), WAN, and WWAN technologies.
Experience with working in Active Directory for user and computer group management.
Experience with using a call management system / ticketing system and commitment to follow proper ticket handling procedures (updating status, detailed notes, commitment to SLAs).
Experience with using various physical meeting room tools like integrated and stand-alone AV systems, projectors, microphones, etc.
Experience with using various virtual meeting room tools like Teams, WebEx, Zoom, etc.
Experience using network shares and remote file storage applications.
Experience with supporting customers over the phone with and without remote support tools.

Day to Day Responsibilities:

Responsible for providing a high level of technology support for the business in line with the expectations of the firm.
Act as a technical escalation point for the Support Desk working within the Information Technology team.
Provides direct internal customer support using desk-side visits, telephone, and remote management tools to resolve technology support issues. This may require the ability to bend, crawl, twist and pull to reach equipment.
Build, manage and support customer end point computing devices (computers, tablets, mobile phones, IP based desk phones, printers, etc.).
Updates and resolves support tickets assigned to them or their group within SLA guidelines and ensures best practice ticket handling processes.
Troubleshoot and repair firm-issued computing devices.
Provide support for Audio Visual and Video Conferencing needs in conference rooms including coordination of multi-office meetings.
Will assist with some technical administration including managing Active Directory groups, user account maintenance, etc.
Escalates issues to appropriate technical resources and / or manager.
Help maintain and administer local systems to the office (Security systems, etc.)
Provides visible floor and desk side support to the users as needed. These duties may require the ability to push or pull a loaded dolly or cart on carpeted or uncarpeted flooring without assistance.
Work with other IT staff to accomplish support needs.
Provide “remote hands” services to other IT departments.
Provide occasional support for off-site / temporary sites.
Assists with maintaining all the office technology systems - including but not limited to - computers, tablets, mobile phones, IP based desk phones, printers, etc.
Assist with coordinating equipment repairs / RMAs with vendors and suppliers.
Assist with on-boarding/off-boarding responsibilities.
Assist with coordination of inventory distribution and allocation to lawyers and staff during hardware and software upgrades.
Maintains inventory records for technology equipment - including but not limited to - computers, tablets, mobile phones, IP based desk phones, printers, etc. and checks out equipment as required. This may entail lifting up-to 40 pounds.
May coordinate equipment rentals required for trials, summer programs, etc.
Maintain a "loaner pool" of equipment for various needs.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran, in accordance with applicable federal, state, and local laws. Reasonable accommodation is available for qualified individuals with disabilities upon request.

IND 005-009

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