Technical Support Specialist

Gunderson Dettmer is the only business law firm of its kind - exclusively serving the global venture capital and emerging technology marketplace. With more than 400 attorneys in ten offices - from Silicon Valley to Singapore - we innovate for innovators, accelerate entrepreneurship, and help build companies at every stage of the growth lifecycle.  We are committed to being the employer of choice by working together to create an environment, in which each of our people can grow, take initiative, and develop a fun, fulfilling and financially rewarding career. 

Benefits

In addition to offering competitive salaries, we also offer an excellent benefit package, which includes full medical, dental and vision coverage; 401(k) Profit Sharing Plan; Flexible Spending Account and Paid Time Off. The expected starting salary for this position is $75K - $100K annually, dependent upon qualifications and experience. 

Job Description

Gunderson Dettmer is seeking an experienced Technical Support Specialist to work in our Silicon Valley office.  The Technical Support Specialist’s role is to deliver high quality technical assistance to end-users in the organization.  This role encompasses efficient and effective customer service skills to troubleshoot hardware and software issues as well as providing training on the use of various types of hardware and software programs in support of business objectives.  This individual is responsible for the joint monitoring of a dedicated Service Desk phone and email for end-users to use when seeking assistance related to computers, printers, telephony, video conferencing, network, and applications.  This individual also responds to questions and concerns, and arranges for appropriate Systems/Network staff to assist with problems related to network or system issues, escalating issues as needed.  This individual will jointly maintain a ticketing system, a database of support issues, and a knowledgebase for resolving common problems. 

The individual who fills this position will be the on-site contact in our Redwood City, CA office and will report to the Senior Service Desk Manager in the same office (remote work, especially weekend hours, will be considered). To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills, and be remarkably self-directed.

Job Responsibilities

• Respond to user queries on the phone, via email, in person, or through remote access.
• Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
• Train users and peers on hardware, software, and IT processes
• Write and edit knowledge base articles
• Assist with onboarding of new users
• Install, test and configure new laptops, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Manage local moves/adds/changes to user set-ups for both computers and phones
• Set up conference rooms for audio and video conferencing

Job Requirements

• At least 2 years relevant experience, preferably in a law firm
• In-depth, hands-on knowledge of enterprise and desktop applications, including Windows 10 and Microsoft Office, and Active Directory MCSE designation is very helpful
• Knowledge of basic networking principles
• Knowledge of trends in computer technology relating to hardware and software
• Ability to travel to other offices
• Ability to work overtime
• Exceptional verbal and written communication skills
• Superb Customer Service skills

Educational Requirements

• B.S./B.A. degree in Information Systems (or equivalent relevant experience).

Schedule

• Monday - Friday,  9:30 am to 6:00 pm. 

Status

• Non-Exempt, Full time

Gunderson Dettmer is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.