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Desktop Support Specialist (Kansas City)

Friedman Williams Group - Kansas City, Missouri
Monday, April 15, 2013
Information Technology Legal

Responsible for the first-line PC/LAN and software support for end-users and will participate or project manage projects/tasks assigned for local, regional, or firm-wide initiatives.

Essential Duties and Responsibilities:

The following are the most common duties/responsibilities of the position, but are not limited to:
• Ensure end-users have optimal working equipment
• Ensure end-users are supported quickly and efficiently for incidents, problems, and requests; reduce first-call-resolution times; must have excellent judgment for when to escalate
• Monitor server and backup logs and database performance
• Monitor LAN performance and be able to identify problems
• Keeps accurate inventory of supported offices’ equipment
• Must be passionate about helping people work more efficiently by utilizing technology with little or no downtime
• Must be proactive in ensuring systems are performing and continue to perform at optimal levels
• Regularly communicates with the Office Administrators to ensure local office support expectations are met as it pertains to technology
• Acts as the local office(s) liaison and end-user (customer) advocate when needing support from other technology department teams
• Works with other IT Department teams and firm departments in performing tasks associated with firm technology
• Participates in projects that may require travel to other firm offices
• Contributes to the good of the IT Department, local office(s), and the entire firm; adds value to the operations of the local (home-based) office and the firm

The following are some of the technologies used in the offices that would be supported by the Site Support Analyst:
• PC Systems: Dell desktops and HP and Lenovo laptops
• LAN Devices: Dell switches, modems, UPSs, PDUs, Windows servers
• Office Machines: Canon and OCE multifunction devices, fax machines, HP printers/scanner, Billback terminals, conference room audio/visual equipment
• Telecommunication Equipment: MACs of phones on a Nortel Option 11c phone systems, voice/data circuits (PRI, MPLS, DSL, POTS), Video Conferencing equipment/circuits, and Blackberries

Working Conditions:
This is a fulltime non-exempt position. Normal work hours are from 8:30 AM to 5:30 PM. Overtime will be common place for the average week as no problem is left unresolved. It is estimated that the work week will average 45 hours per week.

The position is part of the Technology Operations Support Group, providing onsite, first-responder assistance to end-users, escalated incidents from the Helpdesk, and may require after-hours, weekends, and holidays for emergencies and scheduled projects/tasks.
The candidate must be willing to take on-call duty and respond during disasters or emergencies.

Physical Demands: The physical demands described here are representative of the requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use a telephone, computer keyboard and mouse, blackberry and system diagnostic equipment. Employee will be required to reach with hands and arms; talk, listen and troubleshoot issues relating to system operations. The employee will frequently be required to walk and sit, as well as to lift, move and carry objects such as computers, monitors, printers, fax, scanners, audio/visual equipment and necessary supplies and components for each weighing up to 60 pounds. The employee is occasionally required to stand, stoop or kneel. Specific vision abilities required by this position include close vision and the ability to adjust focus.

Additional equipment requirements:
A Blackberry, laptop, and home Internet access will be provided.

• Interwoven 8.x experience
• Technical certifications such as A+, Network+, MCP, MCSA, MCSE
• Bachelor’s degree from an accredited college or university
• Summation support experience (break-fix, installation, technical support)
• Advanced MS Office 2007 and 2010 troubleshoot experience
• Office 2010 experience is required

• 2-4+ years experience in a technical support position in a law firm
• Superior customer service/interpersonal skills
• Superior troubleshooting skills
• Very strong organizational and prioritizing skills
• Ability to self-govern
• Expert ability to communicate clearly and concisely with Firm employees, clients and vendors
• Ability to work as a member of a team or independently
• Good understanding and experience with network and client infrastructure: such as backup strategies, server hardware, Microsoft server and client software (Exchange, Server 2003, Office 2003, WinXP, Windows 7 etc), login scripts, and network topology
• Excellent sense of urgency and the ability to triage incidents, problems, tasks, and projects quickly

Kansas City, MO
Kansas City, Missouri

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