Tech Support Specialist

Job Description

Job Description

Incisive. Inclusive. Invested. We’re Axinn.

Experienced, tenacious, and always trial-ready, we are committed to understanding complex legal challenges that impact the future of our clients' businesses, globally.

Focusing on antitrust, intellectual property, and high-stakes litigation, our extensive teams in the U.S. possess deep knowledge and client-side experience across a range of sectors, including technology, healthcare, life sciences, and consumer products.

At Axinn, inclusivity is central to who we are. We have a purpose that goes beyond profit, which includes fostering a fair, welcoming workplace and supporting the communities where we live and work. We actively recognize talent and promote opportunities for all team members. By embracing the unique experiences and perspectives of our people, we fuel creativity and deliver results for our clients.

Under the general direction of the IT Service Desk Supervisor, the Tech Support Specialist primary responsibility is to provide Level 1 & some Level 2 technical support. Problem resolution will be conducted in-person, via the phone, through email, teams or through remote support tools. This position is responsible for troubleshooting issues with all enterprise technology, software and hardware, while responding promptly to client needs and service requests.

The Tech Support Specialist is a customer service-oriented Technician that provides Technical Support to users in a timely, efficient and accurate manner. The Specialist will also perform root cause analysis of reported issues, basic system administration and act as a resource for IT projects. Additionally, the following essential functions are key components of this role:

Responsibilities and Duties:

• Provide Level 1, and some Level 2 technical support and problem resolution for computer systems, software, hardware, printers, copiers during business hours and non-business hours (remote)
• Respond promptly to customer inquiries either in person, over the phone or through remote tools
• Install, modify, and repair computer hardware and software
• Move computer workspaces
• Provide operational support and maintain the operational efficiency of the local data center
• Support video conferencing technology within the conference rooms and facilitate internal and external meetings independently
• Support the Firm’s mobile devices (smart phones and tablets) managed with current MDM System.
• Provide after-hours support on a rotating basis as needed
• Troubleshoot VPN log in issues
• Perform basic account management within Active Directory for new hires/departures and assign user access rights to various network groups and directories
• Manage employee onboarding and off boarding tasks in all IT systems
• Maintain an accurate inventory of technology assets and related components
• Maintain accurate documentation of work performed using ticketing system
• Enter to support tickets into the ticketing system when tickets are not auto generated
• Provide end-user training to employees on IT Policies/Procedures, applications and systems
• Other duties as assigned

Education, Experience, and Skills Required:

• BA/BS degree in a related field preferred with at least 1-2 years of related technical experience required
• Excellent communication skills, both verbal and written
• Knowledge with the following technologies:
  1. Windows 10 & 11
  2. Office 2016 & 2019 /Office 365
  3. NetDocuments & Google Workspace
  4. Adobe Acrobat
  5. MDM Systems
  6. Basic AD Administration
  7. Video Conferencing Tools including MS Teams, Cisco Webex, and Zoom Communications
  8. Computer Imaging & build (Desktop & Laptops)
• Ability to troubleshoot, research and resolve software and hardware issues effectively
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Hands-on problem-solving abilities
• Understanding of networking concepts and TCP/IP
  1. DNS DHCP Active Directory Group Policies
• Strong organizational skills with great attention to detail
• Strong customer-service focus and collaborative mindset
• The ability to work independently but within a team environment
• Work well under pressure to meet tight deadlines while maintaining strong relationships with management, user-base and peers

Benefits

At Axinn, we offer market competitive wages and generous benefit options to our valued employees. This includes, but is not limited to, the following:

• Competitive starting pay and annual discretionary bonus and raise eligibility
• Generous paid time off benefits (vacation, personal days, holidays, and sick leave)
• Firm paid short and long-term disability, plus life and accident insurance
• 401(k) Profit Sharing Plan and Cash Balance Retirement Plan with generous employer contributions (please ask for further details re: eligibility requirements)
• Comprehensive medical, dental, and vision insurance options
• Flexible spending and health savings accounts (medical plan dependent)
• Firm paid comprehensive Employee Assistance Program (EAP)
• Student loan refinancing discounts
• Fitness/Gym dues reimbursement program
• Hybrid remote work schedules are available for most employees (per current policy, in-office presence is required at least 3-days per week and fully remote roles are not available)

Position Details

This is a full-time, benefits eligible, non-exempt level position. Final rate of pay and title will be commensurate with the incumbent’s experience, with a targeted hiring range of $36.00 – $41.00 hourly (the upper range reserved for highly qualified applicants). This position is currently available in our DC office location only.

Axinn is an equal employment opportunity employer and is committed to creating an environment that draws upon the strength of the diversity of its workforce to achieve excellence in the Firm's field and beyond.