Desktop Support Technician
At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
As the Desktop Support I Technician, you will be responsible for providing computer, device, hardware, software, storage, networking, and operational support for kCura employees. The Desktop Support team works under moderate direction of managers and senior team members.
Responsibilities
- Oversee new employee device set ups, user accounts, and access to resources
- Control hardware and software assets as they relate to the end user
- Respond to requests for assistance in person, via phone, and electronically
- Troubleshoot and resolve problems for all networked devices (desktops, laptops, tablets, cell phones)
- Configuration, deployment, and troubleshooting of workstations
- Manage frequent requests by contributing to an online knowledge base and procedures documentation
- Evaluate and contribute innovative technology solutions, and IT project-assigned tasks
- Maintain software and hardware inventory
- Available for remote after-hour on-call support from assigned shift coverages, as needed
- Log all help desk interactions
Minimum Qualifications:
- At least two years of technical support experience
- Enthusiasm for technology, systems, and customer support
Preferred Qualifications:
- Excellent Operating Systems knowledge - Windows 10, OS X, iOS, Android
- Experienced in Apple Device solutions – (Apple iPads, Macbook Pro, iMac).
- Excellent Desktop software knowledge - Microsoft Office, modern browsers, hardware, software, and networking concepts
- Experience with Apple/Windows Deployment Technologies
- ITIL Training/Certifications
- General knowledge of virtualization and cloud-based concepts (VMware, Hyper-V, Azure)
- Logical troubleshooting progression
- Adaptability
- Attention to detail
- Ability to work independently and as part of a team
- Analytical problem solving abilities
- Excellent interpersonal and teamwork skills
- Strong written and verbal communication skills
Our software has more than 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and more than 195 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.