IT Support Senior Specialist

The IT Support Senior Specialist will be responsible for providing technical support to attorneys and staff. This is an on-site position that supports all PCs, phones, AV equipment, IT peripherals and IT Infrastructure in the office. The position reports to an IT Support Manager., * Support all PCs, phones, IT peripherals and IT infrastructure in the office

• Document work in IT incident ticketing system thoroughly
• Provide support to incidents that are escalated from IT Technicians and Specialists and the Service Desk
• Coach and support IT Technicians and Specialists
• Provide technical support during events, conferences and meetings, on site and off site as needed
• Support office administration activities, projects and priorities as assigned
• Participate with internal IT groups during projects and activities
• Respond to power, HVAC, network and other outages, planned and unplanned in the office
• Identify, evaluate and promptly escalate Problems and Major Incidents
• Special projects and additional duties as assigned, Below are the benefits we offer: comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners; life and AD&D insurance; short and long term disability insurance; tax-advantaged accounts for health care expenses, including FSAs and HSAs; FSAs for dependent care; health advocacy services; behavioral health and counseling resources for all family members; 401(k); profit sharing; backup dependent care; senior care planning support; resources for individuals with development disabilities and their caregivers; and paid holidays and other paid time off, including paid leave for new parents.

• Total of 5+ years’ within a Corporate environment and technical support experience
• Demonstrated experience supporting and troubleshooting Microsoft Windows 10, Microsoft Office Suite, especially Outlook and Word - especially escalated requests
• Experience supporting and troubleshooting Cisco VoIP phone and voicemail system
• Experience supporting and troubleshooting web conferencing - especially Zoom and Microsoft Teams
• Experience using and supporting Apple and Android mobile devices and OSes
• Experience with one or more legal industry applications, especially iManage, IntApp Time, or others used by Holland & Knight
• Experience configuring and supporting printers and multifunction devices
• Experience using ServiceNow to log IT Incidents
• Network troubleshooting knowledge
• General experience with server/network rooms (patching network equipment, racking servers, evaluating power and cooling issues.)
• Experience supporting and troubleshooting audio-visual equipment
• Strong customer service orientation, with a can-do attitude and follow-through skills
• Strong and proven analytical and problem solving skills
• Ability to work well with others in a team environment with minimum or no supervision
• Excellent overall written and oral communication skills
• Ability to comfortably and independently write technical instructions and project documentation
• Ability to communicate comfortably and effectively with all firm personnel, including IT Support personnel or a group of attorneys and/or staff
• Desire and ability to learn new software and hardware
• Possess Subject-Matter-Expertise in functions, applications, or areas of need for the User Services team
• Capable of leading an internal specialty support team and/or the IT Support role on a major project
• Experience with IT vendor management
• Capable of traveling for business and working in different Holland & Knight sites independently
• Capable of lifting and moving equipment weighing as much as 50 lbs.
• Ability to work onsite at Holland & Knight offices

Minimum Education:

• Requires a Bachelor’s Degree
• IT Certifications (ITIL Foundations, A+, etc.) or demonstrated equivalent experience