Technical Support Specialist

Gunderson Dettmer is the only business law firm of its kind - exclusively serving the global venture capital and emerging technology marketplace. With 400 attorneys in eleven offices - from Silicon Valley to Singapore - we innovate for innovators, accelerate entrepreneurship, and help build companies at every stage of the growth lifecycle. We are committed to being the employer of choice by working together to create an environment, in which each of our people can grow, take initiative, and develop a fun, fulfilling and financially rewarding career. 

Benefits

In addition to offering competitive salaries, we also offer an excellent benefit package, which includes full medical, dental and vision coverage; 401(k) Profit Sharing Plan; Flexible Spending Account and Paid Time Off. 

Job Description

Gunderson Dettmer has an opening for an experienced full-time Technical Support Specialist in our Boston office. The Technical Support Specialist’s role is to deliver high quality technical assistance to end-users in the organization. This role encompasses efficient and effective customer service skills to troubleshoot hardware and software issues as well as providing limited training on the use of various types of hardware and software programs in support of business objectives. This individual is responsible for the joint monitoring of various contact tools (phone, e-mail, MS Teams, service desk software) for end-users to use when seeking assistance on computer hardware and software, printers, telephony, video conferencing, network, and applications. This individual also responds to questions and concerns, and arranges for appropriate Systems/Network staff to assist with problems related to network or system issues, escalating issues as needed. This individual will jointly maintain a ticketing system/database of support issues for resolving common problems. 

The individual who fills this position will be the on-site contact in our Boston office and will report to the Office Technology Manager. Candidate will also be required to participate in helpdesk after-hours rotation. It is crucial that this individual be able to work collaboratively with remote users, team members, and managers and is capable of being self-directed with regard to daily tasks.

Job Responsibilities

• Provide first and second level technical support and guidance to users of the Firm’s computers, communications and collaboration systems, and other technical systems.
• Prepare and provide equipment to Firm staff as necessary.
• Open, close and keep current all help desk tickets in the tracking system.
• Provide mobile device support.
• Follow up with users, IT Admin, and outside vendors to ensure the prompt resolution of operating problems.
• Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions.
• Research and resolve hardware/software problems with other IT staff or outside vendors.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.
• Install, test and configure new workstations, peripheral equipment and software
• Maintain equipment inventories
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Manage local moves/adds/changes to user set-ups for both computers and phones.
• Manage networked business machines.
• Set up conference rooms for business meetings, including establishing network connectivity, audio conferencing, and video conferencing as needed.
• Communicate software problems and issues to system administrators as needed in the escalation process
• Provide on-call support as part of a regular, rotating schedule.
• Assist with onboarding of new users
• Stay up-to-date with developments in both commercial and custom-built software products used in the organization.

Job Requirements

• At least 2 years relevant experience, preferably in a law firm.
• In-depth, hands-on knowledge of enterprise and desktop hardware and systems.
• In-depth, hands-on knowledge of enterprise and desktop applications, including Windows 10 and Microsoft Office Suite.
• Knowledge of basic networking principles required.
• Experience with individual and group based training.
• Experience with iManage/Filesite, Aderant (CMSOpen), MDYFilesurf and other law firm programs preferred.
• Knowledge of trends in computer technology relating to hardware and software.
• Ability to travel to other offices.
• Ability to work overtime.
• Exceptional verbal and written communication skills.
• Superb Customer Service skills.

Educational Requirements

• B.S./B.A. degree in Information Systems preferred (or equivalent relevant experience).

Status

• Non-Exempt, Full time.