Technical Support Engineer (Hardware)

About the role

Tyson & Mendes, a national insurance defense law firm with 2 6 locations. This candidate will be the member of a multi-person technical support team reporting to the IT Support Director. The role is respon sible for providing hardware to all employees, as well as technical support during onboarding. The firm is an Azure cloud client and uses multiple software programs and applications to run its business.

Who We're Looking For

Technical Support Engineer - Hardware plays a vital role in ensuring the smooth deployment and retrieval of t echnology and equipment - PCs, peripherals, applications, operating systems - w ithin the law firm, directly impacting the efficiency and productivity of legal professionals. This position requires a blend of technical expertise, excellent communication skills, and strong customer service, along with most days working in a T&M leased/owned office.

Responsibilities

Technical Support

• Deploy fully functioning and up-to-date PCs and peripherals to new hires
• Retrieve PCs and peripherals when someone leaves the firm
• Configure hardware to meet current firm requirements on both new and returned equipment
• Provide technical support for hardware, software, and network issues during onboarding
• Troubleshoot and resolve problems with PCs, printers, applications, smartphones, mobile devices, telephones, and remote access systems during the initial month of employment
• Maintain expert knowledge of legal-specific applications and technologies
• Stay current with technological trends and share insights relevant to legal practice

Client Relations

• Communicate effectively with attorneys and staff at all levels of the organization
• Provide white-glove support for all users

Requirements

• Minimum of 3 years of Help Desk support experience in a corporate law firm or professional services environment, required
• ITIL certification or CompTiA, preferred
• Extensive knowledge of PC hardware and configuration
• Knowledge of software applications used in a legal environment
• Familiarity with remote desktop applications and help desk software
• Ability to work in office 5 days/week
• Strong troubleshooting and problem-solving skills
• Excellent communication skills, positive attitude and customer service abilities
• Ability to work in a fast-paced environment under pressure and manage multiple tasks effectively

Compensation Package

• The hourly pay range of $33 - 35/hour, depending on experience
• Overtime paid at 1.5× the regular hourly rate, as needed
• Comprehensive benefits coverage offered, including plans available at zero employee cost (average annual employee contribution for health/vision/dental coverage is $700-1,700)
• Employee Assistance Program through HealthAdvocate
• Employees benefit from a 401(k) program that includes a 100% match on the first 3% contributed and a 50% match on the following 4-5%
• Vacation time is accrued annually at the employee's base rate
• Employees receive a monthly technology reimbursement of $60
• Paid parental leave at base pay

Benefits

• 37.5-hour standard workweek designed to promote balance and prevent burnout
• Educational reimbursement program for non-attorney eligible team members (up to $3,500 per calendar year)
• Internal diversity and inclusion programs, such as the Women's Initiative and Young Professionals Initiative
• Firm-wide charitable giving program
• Numerous social and off-site events each year to enrich your relationships with your colleagues