Technical Support Engineer (West Coast Hours)

Summary

Tyson & Mendes is a civil defense law firm seeking a remote IT Help Desk Technician to provide technical support to firm employees nationwide. The role involves troubleshooting hardware, software, network, Microsoft 365, Windows, and remote computing issues, while maintaining support records and assisting users with technology.

Responsibilities

• Administer end-user workstations and support end-user activities utilizing Microsoft Windows
• Analyze and resolve network hardware and software failures if/when they occur
• Daily management and training of network devices and security, Document Management Systems, Microsoft Office Suite, WAN/LAN, including remote computing solutions and desktop support
• Ability to translate technology to non-technical staff and users
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Maintenance and dissemination of desktop hardware including peripherals and hardware driver installation
• Identify and resolve issues related to desktop hardware and software issues both locally and at remote locations
• Ability to research and collaborate in resolving issues associated with software applications
• Maintain records/logs of repairs and fixes within ZenDesk
• Other priorities and projects as assigned

Skills

• 2+ years of relevant work experience in a service desk or help desk role
• Associates' degree or higher in Computer Science, Engineering, or a related discipline
• Experience working with and troubleshooting wireless network support
• Experience working in a Windows, Microsoft 365, Exchange, and Azure environment
• MacOS and iOS  knowledge/experience a plus
• Working knowledge of LAN/WAN networking
• Ethernet, cabling, hubs, network protocols, printers/scanners/copiers, LCDs, and multimedia presentation technologies support
• Excellent ability to troubleshoot hardware and software issues
• Excellent technical and problem-solving skills
• Outstanding organizational and time-management skills
• Excellent written and communications skills
• Excellent interpersonal skills and an understanding of technical resources
• Outstanding sense of urgency
• Experience working in an ITIL or ITSM environment required
• CompTIA A+ certification preferred
• Experience working in ZenDesk, ServiceNow, FreshDesk or a similar ticketing system preferred
• Experience writing and/or contributing to team documentation library preferred

Qualifications

Must Haves

• 2+ years of relevant work experience in a service desk or help desk role
• Associates' degree or higher in Computer Science, Engineering, or a related discipline
• Experience working with and troubleshooting wireless network support
• Experience working in a Windows, Microsoft 365, Exchange, and Azure environment
• MacOS and iOS  knowledge/experience a plus
• Working knowledge of LAN/WAN networking
• Ethernet, cabling, hubs, network protocols, printers/scanners/copiers, LCDs, and multimedia presentation technologies support
• Excellent ability to troubleshoot hardware and software issues
• Excellent technical and problem-solving skills
• Outstanding organizational and time-management skills
• Excellent written and communications skills
• Excellent interpersonal skills and an understanding of technical resources
• Outstanding sense of urgency
• Experience working in an ITIL or ITSM environment required

Nice to Haves

• CompTIA A+ certification preferred
• Experience working in ZenDesk, ServiceNow, FreshDesk or a similar ticketing system preferred
• Experience writing and/or contributing to team documentation library preferred

Benefits

• Overtime paid at 1.5× the regular hourly rate, as needed
• Comprehensive benefits coverage offered, including plans available at zero employee cost (average annual employee contribution for health/vision/dental coverage is $700-1,700)
• Employee Assistance Program through HealthAdvocate
• Employees benefit from a 401(k) program that includes a 100% match on the first 3% contributed and a 50% match on the following 4-5%
• Vacation time is accrued annually at the employee’s base rate
• Employees receive a monthly technology reimbursement of $60
• Paid parental leave at base pay
• 37.5-hour standard workweek designed to promote balance and prevent burnout
• Educational reimbursement program for non-attorney eligible team members (up to $3,500 per calendar year)
• Internal diversity and inclusion programs, such as the Women’s Initiative and Young Professionals Initiative
• Firm-wide charitable giving program
• Numerous social and off-site events each year to enrich your relationships with your colleagues
• Remote work arrangement