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    Technical Support, AV - Los Angeles, United States - The Phoenix Group

    The Phoenix Group
    The Phoenix Group Los Angeles, United States

    4 days ago

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    Description

    Job Summary

    Read all the information about this opportunity carefully, then use the application button below to send your CV and application.

    The Technical Support, AV & Desktop Specialist is responsible for providing direct, technical support and troubleshooting assistance to attorneys and staff. The Specialist will identify, research, track, monitor and resolve technical issues.

    Job Responsibilities


    • Resolves incoming requests for assistance from users experiencing problems with hardware,

    software, networking, and other computer related technologies.


    • Analyzes and resolves problems according to shifting priorities, time frames and resources, as

    well as documenting resolutions in call tracking system.


    • Effectively documents all support calls and, if necessary, escalates calls to proper internal

    support person. Monitors progress through resolution.


    • Monitors support activity and informs team/manager of any perceived trends, positive or

    negative, in calls being received and/or solutions being employed.


    • Acquires and maintains knowledge of relevant products, current support policies, and

    methods of support delivery.


    • Troubleshoots, diagnoses and identifies failing/failed parts or systems through the use of

    hardware diagnostic software and routines.


    • Assists in the management and maintaining of the hardware asset inventory.


    • Imaging and repair of equipment.


    • Provides deskside support.


    • Performs setup of video teleconference equipment.


    • Performs setup of conference room technologies; projectors, screens, PCs.


    • Participates in the implementation of special projects as requested.


    • Consistently models the highest levels of client service orientation and professionalism.


    • Continually improves technical proficiency through research, self-training and participation in

    internal and external training opportunities.


    • Continually improves client service through diligent, thoughtful and timely execution of

    support requests.


    • Participates in the after-hours pager rotation, providing on-call 24x7 technical support.

    • • Participates in the rotation of monitoring and resolving of voicemail and email requests.
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