Information Technology Support Specialist

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Bond, Schoeneck & King, PLLC, a law firm of more than 300 attorneys in more than 30 practice and industry groups, is accepting applications for a full‑time IT Support Specialist to support our Information Technology department in either our Buffalo or Rochester NY office locations. As an IT Support Specialist, this position will be the first point of contact for all IT‑related issues, providing excellent technical assistance and support to our internal staff.

The primary responsibility will be to resolve hardware, software, and network‑related problems, ensuring efficient and smooth operations within the organization. This position requires a strong understanding of computer systems, exceptional communication skills, and the ability to adapt to a fast‑paced and ever‑evolving technology environment. Travel will be required.

• First-Line Support:
  Act as the initial point of contact for all IT-related inquiries via various communication channels (phone, email, ticketing system), providing timely and friendly responses to resolve issues or to elevate them to other relevant IT teams when necessary.
• Technical Troubleshooting:
  Diagnose and resolve hardware and software problems related to desktops, laptops, printers, mobile devices, and other IT equipment, ensuring minimal downtime and disruptions for end-users.
• Software Support:
  Assist users with software installations, updates, configurations, and troubleshoot issues related to operating systems, productivity applications, and custom software.
• Password Management:
  Handle password reset requests and user account management to maintain security and access controls.
• Network Support:
  Troubleshoot basic network connectivity issues and assist in setting up and configuring network connections for users through VPN, Microsoft Remote Desktop or VDI environments.
• Communication and Confidentiality:
  Provide excellent customer service skills in a fast-paced and technical environment, talk frustrated end-users through their difficulties and turn the situation into a positive experience, requires discretion and handling of confidential information.
• Documentation:
  Create and maintain detailed documentation for common issues, troubleshooting steps, and solutions, aiding in the knowledge base for both the team and end-users, and utilize our ticket tracking software, Sys Aid.
• User Training:
  Conduct small-group or one-on-one training sessions to help users become proficient with firm software and IT systems.
• Remote Support:
  Provide remote assistance to off-site employees, ensuring their technical needs are met promptly and efficiently.
• IT Policies and Compliance:
  Ensure users adhere to firm IT policies and procedures, assisting in enforcing security protocols and compliance requirements.
• IT Asset Management:
  Provide backup support to monitor and manage IT assets, including hardware and software inventory, and maintain accurate records of equipment issued to users.
• Unified Communications:
  Provide backup support to our Unified Communications team in setting up conference-room meetings, support video conferencing software and our firm telephony solution, Zoom Phone.
• On-Call Rotation:
  Provide on-call support for users during non‑business hours on a rotating basis.
• Various other duties as assigned.

• Technical
  
  Skills:
  
  Solid knowledge of various operating systems (Windows, macOS), Microsoft Office Suite, email clients, and common desktop applications. Familiarity with network fundamentals (TCP/IP, DNS, DHCP) is desirable.
• Familiarity with mobile devices running iOS and Android.
• Customer Service:
  Exceptional customer service skills, with the ability to explain technical concepts to non-technical users in a clear and friendly manner.
• Problem-Solving:
  Strong analytical and problem-solving abilities to diagnose and resolve technical issues efficiently.
• Multitasking:
  Demonstrated ability to manage multiple tasks simultaneously and prioritize workload in a fast-paced environment.
• Team Player:
  Collaborative attitude, willingness to work within a team, and…