Technical Support Specialist

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 be required to move around up to 100% of the time;
This position constantly operates, and frequently inspects and positions, computers and other office productivity machines (e.g., fax machine, copier,…