Desktop Support Engineer

The Desktop Support Engineer will deliver on-site second line technical support at the client office in Concord, NC, handling troubleshooting across hardware, software, and communications infrastructure while maintaining documentation and knowledge resources.

Role Overview

The IT Department provides technology and support to enable fee earners and business services employees to work efficiently internally and with clients. IT operates as a global team with regional presence, and Technology Services within IT provides business-facing support and services. The Local IT Team is responsible for on-site IT support for functions located within the client’s office.

Reporting line: Global Local IT Manager

Work setting: On-site (in person)

Key Responsibilities

• Provide onsite second line technical support to the client’s office.
• Handle technical aspects of people processes, equipment and kit supply, including troubleshooting of hardware, software, and communications infrastructure.
• Document continually evolving processes and maintain technical documentation and knowledge articles for enterprise use.
• Oversee team tasks, act as the site contact, and manage stakeholder expectations.
• Use senior technical troubleshooting skills to resolve complex problems and support training and mentoring of Desktop Analysts.
• Take initiative to follow up on issues, projects, and deadlines.
• Contribute to delivery of Local IT support services, including:
  • Build, configuration, installation, relocation, troubleshooting, and maintenance of IT hardware and software (applications, laptops, desktops, peripherals, printers, and multifunction devices).
  • Mobile device support for iPhone and iPad.
  • Installation, maintenance, and troubleshooting of telephony equipment (handset, switch, and voicemail administration).
  • Planning, coordination, and execution of office or desk moves.
  • Meeting room technical support, including video conferencing, Webex, and webinars and presentations.
  • VIP support, conference support, and hearing or litigation support.
  • Serve as a liaison with fellow IT support departments (for example, Network Ops and Client Computing).
  • Support user training as required.
  • Work with vendors or other technical resources to troubleshoot desktop support issues.
  • Document and audit customer interactions in the incident management system, including asset management.
  • Research and support enterprise desktop solutions using industry standard tools, for example Microsoft System Centre or other applicable products.
  • Work with central IT teams (including the IT Service Desk) to improve the speed and clarity of local IT support requests and local team support delivery.
  • Undertake local projects required by the office.
• Assist in improving IT goal alignment to provide a world class service to legal teams in the office.
• Be willing to carry out shift work, weekends, and on-call as required.

Required Qualifications

• Desktop support experience: 4 years (required).
• Strong communication skills for face-to-face and telephone support.
• Customer experience focus and a results-oriented approach.
• Ability to explain and generate metrics from existing measures.
• Good understanding of Asset Management lifecycle.
• Proficient English language skills.
• Proven team player experience, preferably within a professional services organisation.
• High attention to detail with a continuous improvement mindset.
• Ability to promote and demonstrate new technologies to end users.
• Commitment to integrity and sound judgment in problem solving.

Technical Experience (Included in Requirements)

• Broad technical experience including PC architecture.
• Microsoft Suite of Applications and Microsoft System Centre.
• Azure virtual desktop support experience and AppSense support experience.
• Windows 10 and Windows 11 support, including laptops and desktops.
• ITIL certifications, or foundation qualification.
• Video conferencing, Webex, and webinars and presentations.
• Mobile device exposure, including iPhone and iPad.
• Understanding and setup of basic network infrastructure, including basic TCP/IP networking configuration.
• Experience managing wired and wireless networks.
• Experience supporting and maintaining telephony systems.
• Knowledge of basic data and voice communications networks and systems, including ISDN-2, ISDN-30, leased circuits, and VOIP.
• Experience with matter-centric document management systems and document comparison tools.
• Necessary patching and cabling, following defined cable management plans.
• Exposure to tablet and smartphone devices.
• Litigation related IT systems experience (document review, discovery tools, etc.).
• Set up, maintenance, and supply of loan equipment.
• Completing internal user moves including phones.
• Ability to create purchase requisitions for IT hardware and software.
• Ability to work effectively across cultural boundaries.

Location, Job Type, and Pay

• Location: Concord, NC 28027 (required)
• Job type: Contract
• Contract type: 1099 (application indicates willingness required)
• Salary: USD 3,500 - 3,800 per month

Application Questions

• Are you willing to work on a 1099 contract type?
• Have you gone through the salary per month and the job description?