Job Description

At Dinsmore, our strength comes from our people. With more than 750 attorneys across 30+ offices nationwide, we are dedicated to building a dynamic, client-focused Firm recognized for excellence. Together we work to build a strong market profile, highlighting our capabilities to clients and attracting talented attorneys and business professionals who seek a supportive environment where they can thrive. Discover how you can grow with us at www.dinsmore.com.

Dinsmore is seeking a Desktop Technician Supervisor at our Cincinnati, OH location. This position is 100% in-office.

The Desktop Technician Supervisor position provides technical support for the firm's computer systems, applications, and related technology while supervising desktop support staff. The role includes maintaining, analyzing, troubleshooting, and repairing computer hardware, software, and peripherals. This includes, but is not limited to, support for all firm-approved desktops, laptops, peripheral equipment, mobile devices, network, and software. This is a working supervisor position responsible for monitoring ticket queues, taking helpdesk tickets and calls, resolving issues, escalating matters as necessary, and supporting desktop staff while they learn and support the environment.

Responsibilities

• Supervise, coach, and support desktop technicians in the delivery of timely and effective technical support
• Serve as a working supervisor by taking helpdesk calls and tickets, monitoring incoming helpdesk ticket queues, triaging issues, resolving matters, and escalating if required
• Document, maintain, upgrade, or replace hardware and software systems according to the firm's policies and procedures
• Facilitate escalation of problems, issues, and requests to other IT department roles as necessary
• Participate in and contribute to various IT department projects and initiatives
• Maintain positive contact with attorneys, staff, and clients and observe confidentiality in all firm and client matters
• Troubleshoot problems associated with any PC hardware, software, and peripherals; determine necessary repair, modifications, and testing of such systems
• Desktop/laptop imaging, installation and moves; performing system setup procedures on desktop/laptop for end-user; performing configuration changes and software installs
• Monitor ticket aging, workload distribution, recurring issues, and service levels; make recommendations for process improvements as assigned
• Provide physical inventory of desktops, laptops, monitors, printers, and related equipment.
• Make inventory recommendations/purchases as assigned
• Be familiar with and able to support applications including Outlook, Office products, and firm specific applications
• Be familiar with and able to support basic networking issues
• Utilize firm procedures and resources appropriately to ensure efficient delivery of work product
• Perform other duties, responsibilities, and/or special projects as assigned

Requirements

• Experience troubleshooting basic desktop and laptop hardware, software, mobile device, and printing problems
• Experience imaging systems on both desktop and laptop PCs
• Interpersonal skills necessary to communicate and provide information with courtesy and tact
• Ability to lead, coach, and support desktop staff while promoting a team environment where co-workers can collaborate to provide effective problem resolution
• Ability to transport, install, and maintain equipment, including computers, printers, and monitors, including the occasional transportation of devices in excess of 50 lbs, lying, stooping, and bending to fully install various pieces of equipment
• Demonstrate teamwork by engaging in discussions with co-workers and promote a team environment where co-workers can collaborate to provide effective problem resolution
• Actively look for opportunities to help others to provide a balanced workload
• Demonstrate flexibility and a willingness to adjust to changes in job requirements and scheduling
• Demonstrate organizational skills and effective use of time
• Plan and prioritize daily work and managing time to ensure work is timely and efficiently completed
• Minimum of 5 years of experience supporting hardware and Windows operating systems
• Minimum of 5 years of experience supporting Microsoft applications, including Outlook, Office products, and firm specific applications
• Prior experience leading, mentoring, or coordinating desktop support staff preferred
• Strong analytical skills
• Ability to work in a fast-paced environment

Equal Opportunity Employer