Regional Technical Support Specialist; Dallas, TX

We are seeking a Regional Technical Support Specialist to join our Dallas office. As an on-site IT support specialist, you will provide excellent technical support and troubleshooting for our business professionals and attorneys with issues relating to software, hardware, and desktop operating systems. Do you enjoy problem solving? Are you customer and client focused? Do you have an affinity for new technologies?

If so, then we would appreciate hearing from you.

• Act as on-site point of contact for TSC, PC Maintenance, Lan/Wan, Telecom and Network Services and A/V departments.
• Provide Level I and II technical support for desktop operating system (Windows 10), computer hardware, printers and related peripherals.
• Provide Level I and II technical support for Microsoft O365, Net Documents and other standard law firm applications.
• Move, configure, install and test hardware to ensure basic functionality of desktop computers, check‑out laptops, printers, scanners, and other computer peripherals.
• Perform basic Network Tech duties:
  Backup duties, including installation, verification and removal of jack‑to‑hub connections; troubleshooting computer , DNS, WINS, IP and proxy server settings; and troubleshooting and replacement of physical network components such as cables, network interface cards, switches and routers.
• Assist in administering regional print servers, which includes but is not limited to all printer related setup, and configuration.
• Configure, deploy, reimage and troubleshoot a variety of software using Ghost and MECM.
• Configure, deploy and troubleshoot a variety of mobile device including iPhones, iPads and Android devices. Install and configure Mobile Iron MDM client and RSA tokens. Enroll devices in Intune. Install and troubleshoot Microsoft Authenticator.
• Install, configure and provide Level I and II troubleshooting on remote connection devices and services including Cisco VPN, Global Protect VPN, Exchange Web Services.
• Organize and maintain the server room to be clear of access inventory, cabling, and verify any new cabling is installed with Dorsey wiring protocol.
• Install Cisco IP Phones and provide first level support and configuration.
• Understand firm‑wide escalation rules, procedures and staffing for support incidents, and escalating accordingly.
• Maintain accurate inventory/asset control for all equipment, accessories, etc.
• Log all support incidents, and user log requests results in HEAT tracking system on a timely basis, and use the system to track all unclosed issues. Follow up on all unclosed issues to ensure final resolution.
• Adapt standard operating system and software configurations to changing hardware specifications; research and test new operating system drivers and patches; and create automated installation routines accordingly.
• Perform periodic hardware and operating system maintenance checks and repairs, including reimaging of machines.
• Move, pack and ship computers, printers and peripherals to users in local, regional office, and remote and client locations. Dispose of computers, printers and peripherals in a timely, efficient and cost‑effective manner, consistent with department practice and firm policy.
• Work with peers and supervisor to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improving training and user communications, and otherwise reducing the volume and difficulty of support incidents.
• Assist in implementing software and hardware projects, pilot tests, and roll‑outs.
• Maintain department standards for attendance, coverage (including lunch and off‑hours), customer service attitude, and volume and effectiveness of problem resolution.
• Maintain current technical skills by taking assigned training courses and obtain assigned certifications when requested.
• Setup fixed room video and audio conferencing equipment. (Tanberg clients). Setup for presentations and events. Troubleshoot desktop video conferencing (Jabber | MS Teams).
• Facilitate client visits.
• May be requested to perform other duties not listed above, including, and not limited to, travel to other Dorsey offices.

• High School…