SUMMARY: The IT Support Specialist is responsible for providing first-line technical support and related services to the professional and support staff and provides desk-side, email and telephone support to all end-users in the firm. He or she will be managing IT Support responsibilities, maintain positive contact with attorneys and staff, observe confidentiality of client and firm matters, and collaborate with the internal IT team to identify application and network issues, training opportunities and workflow improvements.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be requested and/or assigned. Regular and predictable attendance is an essential function of the position. Essential functions are primary job duties that an individual must be able to perform successfully with or without a reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Monitor IT ticketing system and Help Desk phone during the business day and occasionally afterhours to ensure that issues and support requests are resolved or escalated expeditious. Delivering highly-responsive phone, email and desk-side customer service is a vital aspect of this position’s core responsibilities.
Maintain organized records to monitor activities to ensure the needs of the users are being met.
Maintain a comprehensive help desk log to identify recurring software or user problems and collaborate with our IT team to resolve the identified problems.
Develop sufficient knowledge of the network operating environment, including both system software and hardware, to provide backup support when team members are out of the office.
Ability to work independently to meet goals and deadlines.
Regular and dependable attendance is an essential function of the job.
Additional responsibilities as assigned from time to time by the Chief Information Officer.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Associate’s or Bachelor's degree in a computer related field or equivalent experience preferred.
Widespread knowledge of PC environments.
Exhibit a professional demeanor and display the ability to communicate clearly and easily with people at all levels within the firm.
The ability to learn software quickly and apply the knowledge to in-house needs.
Ability to organize, follow guidelines and procedures, coordinate and monitor activities relating to user needs.
Must have excellent written and oral communication skills along with strong interpersonal skills and the ability to take ownership of IT support responsibilities.
Work occasionally requires a high level of judgment, mental effort and/or strain while performing a high volume of tasks and performing other essential duties. Some amount of stress in this position. Work may require more than 35 hours per week to perform the essential duties of the position.
Please email firstname.lastname@example.org to apply to this position.