Technical Support Representative

Gislason & Hunter LLP is seeking a Technical Support Representative. This role acts as the first point of contact for end-users, fielding service requests, problems with software and/or hardware, project requests, and training requests. You will assist end-users in resolving problems and answering questions, forwarding unresolved requests/problems to second level technical support (MSP) or vendors. You will enter all incidents into help desk software, and perform follow-up with end-users. You will be responsible for network monitoring as well as performing or assisting with regular maintenance during and after hours. You may also develop and administer effective training programs and reference materials for firm technology. This position is required to be on-premise and will require regular travel between offices., * Assists with troubleshooting issues and providing technical support.

• Installs, modifies, and repairs computer hardware, peripherals, and software.
• Assists with training users on how to use applications.
• Acts as the first point of contact to IT-related problems at the firm.
• Establish and maintain relationships with contractors and equipment suppliers.
• Proactively communicates with end users as problems are addressed.
• Communicates more complex issues to management and MSP.
• Preserve the firm's knowledge assets by adhering to back-up procedures, information security protocols and data file control structures to the standards set by the firm's management.
• Train and communicate the firm's security procedures with all firm employees when necessary.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, benchmarking current practices and participating in professional societies.
• Performs other job-related duties as assigned.

Do you have experience in Windows?, Do you have a Associate's degree?, * Thorough understanding of automated information systems, business principles and use of current standard PC software tools.

• Experience with the Microsoft Office suite, basic network hardware and configurations, and Windows 11.
• Desire to obtain certification in any of the above disciplines and other firm related technology.
• Ability to work independently under defined deadlines in a fast-paced environment.
• The ability to work professionally and effectively with attorneys and staff.
• High level of aptitude for the organization and prioritization of a large number of different tasks.
• The ability to communicate clearly and coherently, interpreting information and adapting communication to suit particular situations and audience needs.
• The ability to develop and maintain relationships with others, and to work with others toward a common goal by working cooperatively, developing positive relationships, and providing information and assistance willingly.
• Ability to recognize and solve business problems by applying appropriate use of logic to quickly identify and isolate trends.

Education & experience:

• Associate or bachelor's degree in computer science or other technology-related degree preferred or combination of education and experience.
• Preferred credentials include Microsoft Fundamentals, CompTIA or similar.
• 2 years of relevant experience preferred, ideally in the legal industry
• Experience supporting cloud-based applications.
• Experience supporting legal management or document management software including Surepoint, NetDocuments, WestLaw, or similar is preferred.

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Medical insurance
• Dental insurance
• Vision insurance
• 401(k) & Profit Sharing
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Life insurance
• Paid time off, * This is a full-time, exempt position located in Mankato, MN or New Ulm, MN
• Travel between offices is regular. Other travel is minimal.
• Regular hours are Monday to Friday, 8:00 AM - 5:00 PM. After hours as-needed
• Starting salary for this role is $55,000 - $70,000 annually, depending on experience
• Reasonable work-related expenses are reimbursed
• This role is in a professional office environment with a business casual dress code
• Sitting for prolonged periods of time may be necessary
• This job requires reaching, bending and lifting up to 50 pounds
• No supervisory responsibilities
• No recruiters, * 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Gislason & Hunter LLP has a long history of building lasting relationships with the clients and communities we serve. For more than 80 years, our mission has been to deliver the very best in service and results. We enjoy a reputation as one of the premier civil litigation and corporate transaction firms in the upper Midwest. Our accomplished attorneys bring substantial trial experience and industry-specific knowledge to our primary areas of practice. Our team atmosphere is fostered not only by the lawyers, but by all members of the support staff. Our firm's employees are proud of collaborating to service firm clients. Our commitment to teamwork allows us to tap multiple fields of experience from our range of practice areas, ensuring our ability to meet each client's individual needs. Our team approach enables us to analyze a situation from several points of view until we uncover the advantage that makes the difference for our client. New Ulm and Mankato are part of one of Minnesota's fastest growing regions. The region offers a low cost of living, abundant outdoor activities and a thriving art scene. You will have the best of small town living with access to everything you need.