IT Support Specialist
Role details
Job location
Tech stack
Job description
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Provide onsite and remote technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
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Utilize expert-level knowledge to diagnose, troubleshoot, research and resolve a variety of technical issues.
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Clearly and concisely log details using the firm's ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests.
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Provide regular status to customers for issues that need time to troubleshoot and research until the request is completed.
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Anticipates customer needs and proactively identifies solutions.
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Translates complex, technical concepts into easy-to-understand explanations to assist non-technically oriented customers.
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Provide guidance and training to customers on best practices and system use.
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Perform account creation and offboarding of departing employee tasks while following applicable firm policies and procedure.
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Image, configure and deploy firm hardware in an enterprise environment.
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Provide conference room and audio-visual assistance, ensuring seamless operation for meetings and presentations.
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Troubleshoot and resolve A/V issues during meetings, including audio, video, and connectivity problems, to minimize disruptions.
Requirements
- Law experience is ideal, but not required, however needs to have experience in supporting within a professional environment
- Pure Windows shop, you will be supporting about 350 users across 15+ office locations nationwide
- Attention to detail, ability to handle confidential information, as well as working well independently is very important, * 3+ years of related Technical Support, Help Desk, or Service Desk experience in a law firm or large corporate IT setting across multiple locations.
- Expert knowledge in Microsoft Windows and Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, web-browsing and SharePoint.
- Expert knowledge in supporting and troubleshooting Microsoft Teams and Zoom.
- Expert knowledge in troubleshooting complex issues relating to computer hardware, phones, printers and mobile devices.
- Previous experience supporting a document management system (NetDocs and Egnyte experience preferred).
- Strong communication skills, including verbal and written communication.
- Able to work independently and as part of a team, including across multiple locations.
- Organized and consistently executes tasks effectively and efficiently.
