I.T. Desktop Support Specialist, Houston
Baker Botts

The Houston office of Baker Botts L.L.P. is seeking a highly motivated IT Desktop Support Specialist for our IT department. The IT Desktop Support Specialist, under the supervision of the Regional IT Manager, provides full IT Desktop support to the Houston office. The person in this role will have other principal relationships with: IT Managers & Staff in all offices; Applications Development/Web Development staff; Office Administrators and support staff in all offices; Client Relations; Attorney Employment, and Knowledge Services. This is a full-time, non-exempt position with excellent benefits.

Purpose of the Desktop Support Specialist role:

• Provides direct support for the information technology needs of our office(s).
• Works as an advocate for the technology needs of their office.
• Works with internal IT teams to test new offerings and resolve technology issues.
• Serves as a liaison between IT and non-IT staff.
• This includes (but is not limited to) the configuration, setup, maintenance and support of various hardware and software solutions:
• Computing devices: laptops, desktops, tablets including peripherals (monitors, printers, headsets, etc.)
• Communication devices: cellular/ smartphones, IP based desk phones, soft phone / presentation technologies (Teams / WebEx)
• Conferencing / meeting rooms: audio visual (AV) and video conferencing (VC) technologies using integrated and ad-hoc systems (monitors, projectors, microphones, speakers, conference phones, etc.)

Essential Duties and Responsibilities:

• Responsible for providing a high level of technology support for the business in line with the expectations of the firm.
• Act as a technical escalation point for the Support Desk working within the Information Technology team.
• Provides direct internal customer support using desk-side visits, telephone, and remote management tools to resolve technology support issues. This may require the ability to bend, crawl, twist and pull to reach equipment.
• Build, manage and support customer end point computing devices (computers, tablets, mobile phones, IP based desk phones, printers, etc.).
• Updates and resolves support tickets assigned to them or their group within SLA guidelines and ensures best practice ticket handling processes.
• Troubleshoot and repair firm-issued computing devices.
• Provide support for Audio Visual and Video Conferencing needs in conference rooms including coordination of multi-office meetings.
• Will assist with some technical administration including managing Active Directory groups, user account maintenance, etc.
• Escalates issues to appropriate technical resources and / or manager.
• Help maintain and administer local systems to the office (Security systems, etc.)
• Provides visible floor and desk side support to the users as needed. These duties may require the ability to push or pull a loaded dolly or cart on carpeted or uncarpeted flooring without assistance.
• Work with other IT staff to accomplish support needs.
• Provide “remote hands” services to other IT departments.
• Provide occasional support for off-site / temporary sites.
• Assists with maintaining all the office technology systems - including but not limited to - computers, tablets, mobile phones, IP based desk phones, printers, etc.
• Assist with coordinating equipment repairs / RMAs with vendors and suppliers.
• Assist with on-boarding/off-boarding responsibilities.
• Assist with coordination of inventory distribution and allocation to lawyers and staff during hardware and software upgrades.
• Maintains inventory records for technology equipment - including but not limited to - computers, tablets, mobile phones, IP based desk phones, printers, etc. and checks out equipment as required. This may entail lifting up-to 40 pounds.
• May coordinate equipment rentals required for trials, summer programs, etc.
• Maintain a "loaner pool" of equipment for various needs.
• Other projects as assigned by the I.T. Supervisor, I.T. Manager, I.T. Director, or C.I.O.

Qualifications

Required

• Bachelor’s Degree preferred, or equivalent professional experience required.
• Minimum of 4 years of relevant experience with IT desk-side support in a professional environment.
• Excellent interpersonal and customer skills.
• Highly self-motivated and the ability to operate independently, while ensuring that management lines are retained, and standard processes and policies are enforced.
• Ability to interact effectively with customers at all levels within an extremely fast-paced environment.
• Ability to quickly isolate and resolve computer related problems.
• Ability to expertly handle competing priorities including proper communication and expectation setting with customers.
• Possession of excellent diplomacy skills.
• Possession of excellent oral and written communication skills.
• Possession of excellent attention to detail.
• Exhibits role model behavior in using firm standard technology systems, products, and tools.
• Strong working knowledge of end-user computing hardware (computers, tablets, mobile phones, IP based desk phones, printers, etc.
• Experience with installing, configuring, and troubleshooting Microsoft Windows 10 / Windows 11 (required).
• Experience with configuring and troubleshooting Microsoft Office 2019 / Microsoft 365 products with a strong focus on Outlook and Word in a legal environment.
• Experience with the setup, configuration, and diagnostics of PC hardware (required) - (Dell laptops and desktops a plus).
• Experience with basic troubleshooting of LAN (wired and wireless), WAN, and WWAN technologies.
• Experience with working in Active Directory for user and computer group management.
• Experience with using a call management system / ticketing system and commitment to follow proper ticket handling procedures (updating status, detailed notes, commitment to SLAs).
• Experience with using various physical meeting room tools like integrated and stand-alone AV systems, projectors, microphones, etc.
• Experience with using various virtual meeting room tools like Teams, WebEx, Zoom, etc.
• Experience using network shares and remote file storage applications.
• Experience with supporting customers over the phone with and without remote support tools.

Preferred

• Strong working knowledge of image-based computer deployment methods.
• Strong understanding of Citrix based environments / VDI.
• Experience using iManage / FileSite or other DMS (Document Management System).

Extent of Contact (Within and outside the Firm)

• Extensive contact with lawyers, managers and staff relating to support issues
• High level of contact with other domestic IT Managers and IT Staff relating to technical setup/support issues
• Occasional vendor contact relating to technical equipment and cabling infrastructure needs
• High level of contact with all other departments within the office regarding the following:
• Scheduling moves
• New user setups and terminations
• Answering questions

Physical Demands

• Must be able to routinely lift and carry items weighing up to 40 pounds.
• Must be able to sit or stand for long periods of time.
• Must be able to lift, squat, kneel and bend.
• Must be able to retrieve and replace objects from high shelves using appropriate step ladder.

Working Conditions and Environment

• This is an in-office role.
• Work is normally performed in a typical interior/office work environment.
• Position is full-time and requires a five-day workweek and hours as outlined in the firm policy manual and as established by your supervisor. Work may require more than the regularly scheduled hours per week to perform the essential duties of the position.
• Must be available to work overtime hours, including weekend hours, when necessary to meet established deadlines or stay current with occasional peaks in workload. Must be willing to change regular work schedule to meet the needs of the firm.
• Must be able to perform essential duties of the position with time constraints and frequent interruptions.
• Ability to work well in high pressure environments.

Baker Botts L.L.P. is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, gender, sex, age, religion, creed, national origin, citizenship, marital status, sexual orientation, disability, medical condition, military and veteran status, gender identity or expression, genetic information or any other basis protected by federal, state or local law.

---