Technical Support, AV & Desktop Specialist

<div class="content-intro"><p>Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and Asia that represents clients in litigation and arbitration, regulatory and policy, intellectual property, and transactional and corporate matters. The firm is internationally recognized for its representation of Fortune 500 companies in high-stakes litigation and government-facing matters, as well as its ongoing commitment to pro bono service and diversity, equity, and inclusion.</p></div><p><strong><u>Job Summary</u></strong></p> <p>The Technical Support, AV & Desktop Specialist is responsible for providing direct, technical support and troubleshooting assistance to attorneys and staff to identify, research, track, monitor and resolve technical issues.</p> <p><strong>Workweek Schedule: Monday - Friday, 9:30 a.m. to 6:00 p.m.</strong></p> <p><strong><u>Job Responsibilities</u></strong></p> <ul> <li>Resolves incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.</li> <li>Analyzes and resolves problems according to shifting priorities, timeframes and resources, as well as documenting resolutions in call tracking system.</li> <li>Documents all support calls and, if necessary, escalates calls to proper internal support person. Monitors progress through resolution.</li> <li>Monitors support activity and informs team/manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.</li> <li>Troubleshoots, diagnoses and identifies failing/failed parts or systems through the use of hardware diagnostic software and routines.</li> <li>Maintains equipment, spare part, and supply inventories.</li> <li>Performs setup of personal computers for use within the firm's network.</li> <li>Performs setup of video teleconference equipment.</li> <li>Performs setup of conference room technologies; projectors, screens, PCs.</li> <li>Performs setup of telephones in a Skype for Business environment.</li> <li>Participates in the implementation of special projects as requested.</li> <li>Improves technical proficiency through research, self-training and participation in internal and external training opportunities.</li> <li>Participates in the after-hours pager rotation, providing on-call 24x7technical support.</li> <li>Participates in the rotation of monitoring and resolving of voicemail and email requests.</li> </ul> <p><strong><u>Knowledge, Skills and Abilities</u></strong></p> <ul> <li>Advanced personal computer skills includi