Technical Support Specialist

Please send your resume in WORD format should you be interested in the following Technical Support Specialist position. Our client is based out of the San Francisco, CA area. This is a full-time, direct hire role with a salary of 80K - 85K and awesome benefits.

• Resolves incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.
• Analyzes and resolves problems according to shifting priorities, time frames and resources, as well as documenting resolutions in call tracking system.
• Effectively documents all support calls and, if necessary, escalates calls to proper internal support person. Monitors progress through resolution.
• Monitors support activity and informs team/manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.
• Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery.
• Troubleshoots, diagnoses, and identifies failing/failed parts or systems through the use of hardware diagnostic software and routines.
• Assists in the management and maintaining of the hardware asset inventory.
• Imaging and repair of equipment.
• Provides deskside support.
• Performs setup of video teleconference equipment.
• Performs setup of conference room technologies, projectors, screens, PCs.
• Participates in the implementation of special projects as requested.
• Consistently models the highest levels of client service orientation and professionalism.
• Continually improves technical proficiency through research, self-training, and participation in internal and external training opportunities.
• Continually improves client service through diligent, thoughtful, and timely execution of support requests.
• Participates in the after-hours pager rotation, providing on-call 24x7 technical support.
• Participates in the rotation of monitoring and resolving of voicemail and email requests.

• Advanced personal computer skills including hardware, operating system and software knowledge, and legal applications.
• Ability to troubleshoot Microsoft Office Applications required. Legal application knowledge preferred.
• Demonstrated ability to communicate clearly and effectively, both orally and in writing with attorneys and staff.
• Ability to communicate technical concepts to non-technical users.
• Ability to provide quality client service to both internal and external contacts, regarding matters of a routine nature.
• Demonstrated ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
• Demonstrated ability to work effectively with others in a cooperative, enthusiastic and friendly manner to accomplish position functions and participate in team efforts.
• Ability to safely lift, move and carry items weighing up to 50 lbs.