Technical Support Specialist

Our AM Law 125 client is seeking an experienced Technical Support Specialist to provide high-quality technical support to end users in our Silicon Valley office. This role is responsible for delivering responsive, customer-focused assistance with hardware, software, networking, telephony, and video conferencing systems, while helping maintain a productive and efficient workplace.

The ideal candidate is a strong communicator with solid troubleshooting skills, excellent judgment, and a proactive, self-directed approach to support.

The individual who fills this position will be the on-site contact in our Redwood City, CA office. To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills, and be remarkably self-directed.

Job Responsibilities

• Respond to user requests by phone, email, in person, and through remote support tools.

• Troubleshoot and resolve issues related to computers, printers, telephony, video conferencing, network connectivity, and applications.

• Provide technical support for setup, configuration, maintenance, and delivery of hardware and software.

• Train users and team members on hardware, software, and IT processes.

• Write, edit, and maintain knowledge base articles.

• Assist with onboarding of new users.

• Install, test, and configure laptops, peripherals, and software.

• Maintain inventory of equipment, software, and software licenses.

• Manage local moves, adds, and changes for user computer and phone setups.

• Set up conference rooms for audio and video conferencing.

• Maintain a ticketing system and support knowledge base.

• Escalate network and system issues to the appropriate IT staff as needed.

Job Requirements

• Minimum of 2 years of relevant experience, preferably in a law firm or professional services environment.

• Strong hands-on knowledge of enterprise and desktop applications, including Windows 10 and Microsoft Office.

• Experience with Active Directory; MCSE certification is a plus.

• Solid understanding of basic networking principles.

• Familiarity with current hardware and software trends.

• Excellent verbal and written communication skills.

• Strong customer service and interpersonal skills.

• Ability to travel to other offices as needed.

• Ability to work overtime when required.

Educational Requirements

• B.S./B.A. degree in Information Systems (or equivalent relevant experience) preferred.

Schedule

• Monday – Friday, 9:30 a.m. to 6:00 p.m.

Status

• Non-Exempt, Full time

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