Technical Support Specialist

Technical Support Specialist### Technical Support Specialist Apply:
Orange County:
Full time:
Posted 2 Days Ago:
R1461

The Technical Support Specialist is a key member of our User Experience (UX) team as our front-line support team is critical to improve the end user experience and drive IT support excellence. This non-exempt position is responsible for providing desk-side hardware and software support, video conference support and basic network support to attorneys and staff. This individual will also support a variety of wireless and handheld devices.
** Essential Duties
*** Hardware and software setup and support including handheld devices.
* Video Conference support. This includes conference room technical setup, maintenance, room preparation, call initiation and lawyer/user assistance before and during video conferences as required.
* Analyze/resolve problems with desktop/laptop hardware, OS, & applications software.
* Tier 2 troubleshooting on the desktop/laptop hardware and software, operating system, and firm’s software applications: MS Office, Net Documents, Google Chrome, Internet Explorer, Elite, PDF, Inter Action, Zoom and any other firm applications.
* Basic software troubleshooting on the applications used at the firm including but not limited to:  Microsoft Office Suite, Internet Browsers, Accounting, PDF, Contact Management and the firm’s Document Management System.
* Printer, scanner, video conferencing and projector support.
* Assist Engineers in troubleshooting onsite issues.
* Understand user application needs and growth of our Firm’s application offerings.  ##* ## Communicates appropriately regarding resolution and ensures that the appropriate documentation is completed after each incident.* ## Tier 1 subject matter expert (SME) on our firm applications.
** Other Duties
*** Assist with hardware inventory including laptop checkout duties.
* Assist laptop users with remote “road warrior” skills, such as use of remote desktop and VPN access.
* Create and update tickets using the Help Desk ticketing database.
* Assist with maintaining IT inventory.
* Point of contact for IT Engineers.
* Maintain positive and professional relationships with staff and approved vendors.
* Provide on-call and after hours support as needed.
* Perform other related duties as needed or assigned.  
** Reporting Relationship
** The Technical Support Specialist reports to the Technical Support Manager.

Subordinate Staff:  N/A  
** Qualifications
* * Knowledge/Experience  The Technical Support Specialist should have working knowledge of Microsoft Office Suite of applications. Should have extensive knowledge of Windows OS; computer hardware and software.

Experience with HP Laser Jet Printers and Ricoh photocopiers and printers preferred.  This position requires someone with experience supporting handheld devices with a specific emphasis on iPhone/iPad and Android devices. Three or more years of experience in an IT Help Desk or support environment required.  Three or more years of Level 2 desk-side support experience is desired. Law firm experience preferred.  

Skills  The Technical Support Specialist must possess outstanding customer service abilities. Excellent written and verbal communication skills are a must. Ability to communicate with all levels of staff, attorneys, management, vendors and client representatives required. This individual must have strong initiative, drive and ability to work in a team environment with minimal supervision.  Education  The Technical Support Specialist must possess a high school diploma.

A+ certification and some college are preferred.  
** Physical Demands
** Must be able to move around the office up to 70% of the time;
When doing occasional office build outs or system upgrades, might…