Technical Support Technician

Technical Support Technician

Fisher Phillips, a premier international labor and employment law firm, is seeking a skilled and experienced Technical Support Technician to join our team. In this essential role, you will contribute to the seamless operation of our services, providing crucial support to our department in delivering exceptional client service and maintaining our commitment to excellence.

Key Responsibilities

• Provide an excellent customer service experience.
• This position is 90% phone contact with end-users with the remaining time focused on other requests.
• Collaborate and gain the respect, trust and confidence of the Firm’s attorneys and professional staff.
• Day to day responsibilities include answering first line service desk calls, responding to emails and ticket requests for service for all office locations. This includes issues related to computer systems, software, hardware and remote access.
• Follow up on outstanding requests and ensure a timely resolution.
• Support audio and video equipment conference room requests.
• Install, modify, and repair computer hardware and software.
• Support iOS and Android mobile devices.
• Responsible for office moves, conference room technology setup if primary work location is in the Atlanta or Irvine offices.
• Follow Fisher Phillips asset management procedure for handling IT assets including intake of new equipment, moving of existing equipment and retiring end of life equipment.
• Complete special projects and occasional participation in after-hours testing for system updates or deployments.
• Assist users with personal hardware as needed to access firm resources.

Qualifications

• Deep personal commitment to integrity, exceptional judgment, and the highest standards of ethics.
• Possesses excellent written and verbal communication competencies with an aptitude to communicate with others.
• Ability to function in a fast-paced, service-oriented environment, and prioritize multiple projects daily and adjust to shifting priorities.
• Demonstrate ability to grasp and implement new concepts quickly.
• Must display the highest level of diplomacy, tact and discretion, with comfort in handling and maintaining confidential information.
• High school diploma or equivalent and two or more years of concentrated Service Desk experience preferably in a law firm environment; or equivalent combination of education and experience. Microsoft Office, MTA, MCSA Windows 10/11, or COMPTIA A+ Certification desired.
• 1-3 years of experience in a Microsoft environment.
• Ability to quickly get up to speed and master new applications and software is critical.
• Participate with rotating on-call and after-hours support.
• Ongoing interest in personal, professional career development and training.
• Experience with supporting or utilizing administrative features for: Aderant, Intune, iManage, Mimecast, VPN, Windows LAPS, LogMeIn/GOTO remote management, ZOOM meetings and phones, Office 365, Adobe Acrobat DC, BigHand Dictation, Workshare, FortiClient, OKTA, JIRA, BitLocker, Internet Browsers, etc.

Requirements

• Microsoft Office 365
• Active Directory
• Dell hardware, Printers, Scanners, Computer Peripherals.
• Strong familiarity with mobile operating systems including iOS (iPhone & iPad) and Android.
• Client PC Connectivity – ethernet, TCP/IP and VPN
• File server knowledge
• Experience with SCCM and AutoPilot imaging
• Ability to communicate technical information both verbal and written to a wide range of end-users

Why Join Us

At Fisher Phillips, we recognize that exceptional talent is the foundation of our success, enabling us to deliver outstanding service to both our internal and external clients. Joining our team means collaborating in a professional yet dynamic environment that leverages cutting-edge technology. Our leadership is committed to fostering your professional growth and providing opportunities to challenge yourself in meaningful ways.

We believe in rewarding talent with more than just a competitive salary. Our comprehensive benefits package includes health, dental, and vision insurance, a 401(k) with profit sharing, generous paid time off, and holidays.

Your well-being is our priority. We offer 24/7 telehealth services, a variety of wellness programs, and additional optional benefits designed to support your unique lifestyle. At Fisher Phillips, you’ll find a workplace that values your health, happiness, and continued professional development. To learn more about our firm, visit us at www.fisherphillips.com.

Equal Opportunity Employer

Fisher Phillips is committed to providing equal employment opportunities to all employees and applicants, regardless of race, ethnicity, religion, sex (including related medical conditions), gender, sexual orientation, national origin, citizenship status, veteran status, marital status, pregnancy, age, disability, or any other protected status, in compliance with all applicable laws.

The statements in this position description are not necessarily all-inclusive. Additional duties and responsibilities may be assigned, and requirements may vary from time to time.