Site Support Specialist
CurrentProvided comprehensive IT hardware and software support across multiple office locations, including Raleigh, Charlotte, and St. Thomas.Configured Lenovo laptops for new hires, ensuring seamless integration of applications, Windows settings, updates, and Lenovo Firmware.Conducted data wipes on Lenovo and Dell laptops for departing users through PXE Boot reimaging procedures.Resolved hardware issues such as keyboard, mouse, and monitor malfunctions by executing BIOS updates to eliminate viruses and optimize peripheral functionality.Leveraged Endpoint Manager to track and allocate laptops, efficiently assigning devices to designated users.Managed user access and permissions within the Active Directory and NetIQ, assigning users to relevant groups for resource access.Facilitated user account unlocks and password resets via NetIQ.Utilized SharePoint for inventory management of IT assets including laptops, monitors, docking stations, phones, and wall ports.Addressed networking issues with printers by ensuring correct IP assignments or adjusting switch ports in the server room.Orchestrated Zoom meetings for attorneys in conference rooms, overseeing software and Windows updates, conducting test meetings, and verifying audiovisual settings.• Proficiently managed hardware and software issues through the Cherwell ticketing system, ensuring prompt resolution.• Escalated complex technical issues in Cherwell to higher IT departments for comprehensive resolution.• Employed Bomgar for remote access to clients' devices, facilitating app installations, BIOS updates, and troubleshooting Outlook issues.• Managed access to legal files in I-manage using the DMS IMMC console
