Service Desk and Hardware Support Technician in New Orleans, Louisiana at Jones Walker LLP

Position Summary:

We are seeking a highly motivated Information Technology professional to join our firm as a Service Desk Technician at our New Orleans location. This role is a critical part of our Information Technology Department, and consistent attendance and reliability are essential to ensuring effective support for the firm.

The primary responsibility of the Service Desk Technician is to deliver exceptional customer service while managing Tier 1 and Tier 2 service requests, incidents, and problem resolution. This position requires strong communication skills, as it involves handling a high volume of phone calls, responding to email inquiries, and accurately logging and documenting work orders within the Service Desk tracking system.

In addition to remote support responsibilities, this role includes hands-on desktop support and audio/visual support for conference rooms and meetings. The ideal candidate is confident, knowledgeable, and thrives in a fast-paced, client-focused environment, consistently demonstrating a positive demeanor and a commitment to delivering high-quality service.

We are looking for an individual who is proactive, self-motivated, and eager to continuously learn and adapt to new technologies. Success in this role requires close collaboration with the Service Desk team and the broader IT Department to ensure consistent and reliable support across the firm.

This position includes both on-site and firmwide responsibilities during regular business hours, as well as participation in an after-hours and on-call support rotation.

Key Responsibilities:

• Use technical knowledge and trouble-shooting skills to assist end users with resolving problems, service requests, and incidents reported to the Service Desk by email, telephone, or in person.
• Perform remote analysis, diagnosis, and resolution of complex computer and software related issues.
• Perform follow-ups and ensure satisfactory resolutions for reported issues, crucial for customer satisfaction.
• Provide outstanding customer service to our business and customers.
• Perform necessary technical setup for meetings in conference room environment, both in-person and remotely.
• Ensure all Service Desk requests, incidents, and problems are entered into ticket tracking system with accurate, detailed information.
• Escalate requests, incidents, and problems to appropriate team members, subject matter experts and supervisors as needed.
• Maintain a professional appearance, ensuring clothing, grooming, and presentation align with the company’s standards. Personal workspaces should be kept organized, and a strong work ethic and positive attitude are essential.
• Follow firm and industry standard processes and procedures that utilize the framework of industry best practices (ITIL v4, HDI) to meet the needs of the firm.
• Provide root cause analysis for incidents reported to the Service Desk.
• Provide support for firm software, laptop hardware, peripherals, desktop hardware, and handheld devices (iPhone, iPad, MaaS360 Mobile Device Management).
• Work a rotating after-hours support schedule. There will be some opportunities for work from home during this time.
• Staying current with evolving AI tools and capabilities, while also promoting and supporting best practices for safe and appropriate usage of AI in a legal environment.

Requirements:

• Ideal Candidate will possess a four-year degree from an accredited university in Information Systems, Management, or related field and/or experience working on a help desk or service desk.
• Excellent communication skills, written and verbal.
• Communicate and explain technical issues to non-technical customers.
• Strong organization skills.
• Ability to operate in a fast paced, changing environment.
• Ability to lead, by example, work individually and within a team environment.
• Possess exceptional troubleshooting skills and knowledge of industry tools used to diagnose and resolve hardware, software, network, and handheld issues.
• Expert knowledge of desktop operating systems, including Windows 11.
• Working knowledge of remote connectivity technologies such as Citrix and VPN.
• Expert knowledge of desktop hardware, laptop hardware, wireless technology, and Apple devices (iPhone and iPad)
• Expert knowledge of the Microsoft Office Suite (365)
• Knowledge of audio/visual conferencing systems, including Zoom and conference room technologies
• Knowledge of hardware deployment.
• Knowledge of Incident Management and Request Fulfillment.
• Knowledge of general printer hardware and software.
• Knowledge of networking technologies as they relate to troubleshooting customer issues.
• Participate in various projects as assigned.
• Other tasks and duties as assigned.
• Some travel is required.

Physical Requirements:

• 80% of the time is spent in the sitting position with 20% of the time requiring employees to be mobile around the office.

Critical Physical Demands:

• Occasionally: 0%-33%
• Frequently: 34%-66%
• Constantly: 67%-100%

1. Twisting: Occasionally
2. Standing: Occasionally
3. Reaching: Occasionally
4. Bending: Occasionally
5. Lifting weight over 10 lbs.: Occasionally
6. Typing: Constantly
7. Computer Work: Constantly
8. Sitting: Constantly/Frequently
9. Use of Fingers: Constantly
10. Reading and Comprehension: Constantly

Desirable:

• Knowledge of Document Management Systems (DMS)
• Knowledge of legal software
• Previous law firm experience
• ITIL v4 Certification/Experience

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

The Human Resources department will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate.