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Job Description
Desktop Support Technician at Franklin Fitch Desktop Support Technician at Franklin Fitch in Des Plaines, Illinois Posted in 1 day ago.
Type:
full-time
Job Description:
We are seeking a highly motivated and customer-focused Desktop Support Technician to join a leading law firm's IT team. In this role, you will serve as the primary point of contact for employees requiring technical assistance, delivering Tier 1 and Tier 2 support across desktop systems, peripherals, telephony, remote access, and collaboration technologies. Key Responsibilities Technical Support & Service Delivery Provide timely, professional, and courteous technical support for hardware, software, networking, telephony, and remote access issues. Serve as the first point of contact for all IT-related incidents, requests, and troubleshooting needs. Deliver both onsite and remote support to end users across the organization. Diagnose and resolve issues related to desktops, laptops, printers, phones, and peripheral devices. Escalate critical issues appropriately and communicate status updates to management and users as needed. Ensure all support requests are resolved efficiently and to the highest level of customer satisfaction. Systems & Infrastructure Support Support and troubleshoot Microsoft-based LAN/WAN environments. Assist with deployment, setup, configuration, and maintenance of firm hardware and software systems. Provide support for Microsoft Office applications, with advanced knowledge of Outlook, Word, and Excel preferred. Support and maintain iManage Document Management System and other enterprise applications. Assist with remote access and virtual support center operations. Asset & Workspace Management Install, relocate, and configure equipment for new hires, office moves, and workstation changes. Maintain accurate inventory records for all production hardware and IT assets. Assist with lifecycle management of IT equipment, including deployment and replacement processes. Audio Visual & Collaboration Support Configure, maintain, and support video conferencing and audiovisual systems for meetings and events. Troubleshoot conference room technology and collaboration tools to ensure seamless user experiences. Documentation & Continuous Improvement Accurately document all incidents, resolutions, and support activities within the ServiceNow ticketing platform. Identify recurring technical issues, trends, or user challenges and communicate recommendations for improvement. Contribute to IT operational procedures and knowledge-sharing initiatives. On-Call Support Participate in an after-hours on-call rotation, including evenings, weekends, and holidays, to support critical business operations. Required Skills & Experience Strong understanding of Microsoft-based LAN/WAN networking environments. Hands-on experience supporting desktop hardware, peripherals, and end-user technologies. Experience working within a Service Desk or Support Center environment. Knowledge of iManage Document Management System preferred. Advanced proficiency with Microsoft Office Suite, particularly Outlook, Word, and Excel. Familiarity with ITIL principles, processes, and service management best practices. Excellent troubleshooting, analytical, and problem-solving skills. Strong communication and interpersonal skills with a customer-service mindset. Ability to manage multiple priorities in a fast-paced environment. Qualifications High School Diploma required; Associate degree or technical certification preferred. Technical training in desktop support, hardware diagnostics, maintenance, repair, and networking technologies. Minimum of 4 years of hands-on desktop support and service desk experience. Experience working within a law firm or professional services environment is highly desirable.
