IT Help Desk

COMPANY OVERVIEW
Celebrating over 65 years of excellence, DBL Law is one of the largest firms in Louisville and Greater Cincinnati and the largest Northern Kentucky-based law firm. In addition to practicing law, DBL is focused on improving the community by encouraging all its lawyers and staff to serve on the boards of numerous charitable and non-profit organizations. DBL is an equal opportunity employer. Our Diversity and Inclusion Committee works to improve both diversity and inclusion, both in the firm and within its surrounding communities. For more information on DBL Law, please visit our website at www.dbllaw.com.

DBL Law provides a competitive salary, good benefits, pleasant working conditions, and the opportunity to work on often high-profile and exciting cases.

BENEFIT PROGRAM
Featured benefits for full-time team members include:

• Health, dental, and vision insurance
• Life and disability insurance
• Critical illness, accident, and hospital indemnity insurance
• Pet insurance and pet discount program
• Paid time off

POSITION DESCRIPTION
DBL Law is seeking a Help Desk/Desktop Support Technician to provide tier 1 technical support to all users in a Windows 10/11 environment and supports the IT Director as needed with projects, upgrades, and hardware refreshes. This is a full-time, hourly position based in our Covington, KY office reporting to our IT Director.

COMPENSATION: $60,000-65,000 annually, commensurate with experience.

JOB DUTIES

• Primarily responsible for monitoring the Help Desk by creating and resolving or escalating support requests in a timely fashion.
• Manage the user Active Directory and Office 365 accounts from account and mailbox creation to modifying security settings and managing network and folder permissions.
• Work with the IT Director to ensure user issues are correctly identified and resolved in a timely manner.
• Assist with hardware and software upgrades, and regular system maintenance.
• Contribute to Desktop upgrades and deployment.
• Help resolve all company hardware/software issues that include Windows issues, MS Office applications, add-ins, networking, PC peripherals and hardware issues such as iPhones and tablets.
• Maintain copiers by ordering toner, clearing paper jams and opening service tickets with vendor.
• Manage Mobile Phones (Apple) Deployment and Troubleshooting.
• Train and on-boarding attorneys and staff on new and existing technology and software.
• Train all new employees on firm procedures and technology.
• Provide not only individual but also group coaching sessions on firm technology
• Work with other members of IT to identify opportunities for coaching personnel on technology.
• Develop software documentation for new and existing firm technologies.
• Follow-up with personnel following firm-wide training programs for continued education.
• Work with HR to create forms and processes that streamline firm operations.
• Other duties as assigned.

REQUIRED SKILLS

• Working knowledge of Microsoft Windows 10/11.
• Working knowledge of Active Directory and experience managing users and computers in Active Directory and Office 365.
• Proficient with Microsoft Office 365 and other related applications. 
• Outstanding customer service and soft skills. 
• Excellent written, verbal, and desk-side communication skills. 
• Strong analytical and problem-solving skills.
• Strong work ethic and the desire to learn and grow as an IT professional.
• Experience configuring and deploying desktops and laptops. 
• General knowledge of networking. 
• Demonstrated ability to effectively troubleshoot and investigate root cause analysis related to hardware, software, and networking. 
• General knowledge of legal-specific applications in not required, but adds value. 

QUALIFICATION REQUIREMENTS

• 2-year degree in related technical field or relevant technical certification(s). 
• 2-5 years of experience in an end-user support role in a Windows environment.
• Experience in a legal or professional services industry is preferred, but not required. 
• Experience assisting with A/V equipment in conference and meeting rooms, as well as video editing and recording. 
• Advanced network troubleshooting skills and familiarity with the OSI model. 
• ZenDesk or similar ticketing system preferred. 
• Experience remotely supporting and troubleshooting VPN connectivity.
• Experience with iManage or other document management systems.
• Experience editing PDF's with Nuance or Acrobat.
• Experience with Document assembly, scrubbing and comparison applications such as CompareDocs, Pathagoras, CleanDocs, etc.
• Valid driver's license and the ability to travel to other DBL Law offices, including Louisville, KY, as needed for support. Minimal after hours or weekend support is expected. 

COMPANY OVERVIEW

Celebrating over 65 years of excellence, DBL Law is one of the largest firms in Louisville and Greater Cincinnati and the largest Northern Kentucky-based law firm. In addition to practicing law, DBL is focused on improving the community by encouraging all its lawyers and staff to serve on the boards of numerous charitable and non-profit organizations. DBL is an equal opportunity employer. Our Diversity and Inclusion Committee works to improve both diversity and inclusion, both in the firm and within its surrounding communities. For more information on DBL Law, please visit our website at www.dbllaw.com.

DBL Law provides a competitive salary, good benefits, pleasant working conditions, and the opportunity to work on often high-profile and exciting cases.

BENEFIT PROGRAM

Featured benefits for full-time team members include:

• Health, dental, and vision insurance
• Life and disability insurance
• Critical illness, accident, and hospital indemnity insurance
• Pet insurance and pet discount program
• 401(k) plan
• Paid time off
• Generous holiday schedule

Equal Opportunity Employment
DBL Law and Current HR ("organizations") provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the organizations comply with applicable state and local laws governing nondiscrimination in employment in every location in which it has operations. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and compensation.

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