Position Summary: A "Universal Agent" IT service position that incorporates Tier I and Tier II incident and problem resolution, Service Desk phone and ticket queue coverage, direct desktop support and configuration, software user support, AV conferencing support, onsite Trial Tech support. Responsibilities:• Resolve user issues with our software suite. To include: Windows 7/10, Office 2010/16/O365/Lync/SfB/Team, iManage DeskSite 9, and myriad legal applications• Direct support to all hardware devices. To include: Desktops/Laptops, tablets, smartphones, HP printers, VoIP phones, and audio/visual equipment• Resolve firmwide user issues via remote access support and local desk-side service• Troubleshoot basic local network issues under direction of IT Infrastructure Team• Serve as SME for at least two applications or processes as directed by Manager – IT Services• Provide project leadership and group task accountability as required by Manager – IT Services• Customer Service acumen above and beyond the norm

As part of a national IT team for this litigation technology company, my duties include: Responding to questions/problems of Company’s end-users relating to software/hardware issues w/PCs/laptops & provide training &/or resolution via telephone or in person. Respond to & resolve issues w/telephone systems. Setting up & troubleshooting Smartphones w/Exchange service provider. Provided phone & on-site troubleshooting w/computers, printers, software. Maintaining positive relationship with end-users & IT division in order to maintain the best customer experience for our end-users through follow-up after problem resolution to ensure problem was fixed to their satisfaction. Building & configuring workstations, laptops, & telephones for new employees. Maintaining & cataloging inventory for laptops, workstations, telephones, printers. Prepare reports from Spiceworks of outstanding tickets & closed tickets demonstrating work performed that week & work to be done for IT huddles. Assisted in ensuring our team’s activity is captured for the week to report to the executive team. Compile data from tickets submitted in order to form an FAQ for internal portal. Train employees in use of MS Word, Excel, Outlook, ticketing systems, printers, & telephones as requested. Install, configure and/or reconfigure hardware & software as needed. Participated in large re-cabling project when the corporate office was relocated – broke down, reorganized & rewired a server room & implemented cable management for data center. On call support for co-lo. Replace & relocate servers, workstations, printers. During employee set up, ensure that proper access and authorization to systems is set up accurately. Troubleshoot basic network issues. Responsible to report issues &/or escalate to the proper person. Assists in the support, installation, configuration & maintenance of Microsoft operating systems. Perform other duties assigned or required to maintain smooth functioning of IT infrastructure.

Responsible for office administration duties and regional desktop support for laptops, intranet, phones for this national recruiting firm.