Information Technology Support Specialist

IT Support Specialist

The firm is committed to excellence in service and seeks a skilled Support Specialist (“Specialist”) with superior problem-solving skills and a passion for ensuring customer delight. Under the direction of the Support Desk Supervisor, the Specialist will provide Help Desk & 1st level technical support and problem resolution for legal and business services team members across the firm’s domestic offices. This position is responsible for troubleshooting issues with all enterprise technology, software, and hardware, while responding promptly to client needs and service requests via email, telephone, or remote support tools. Additionally, the Specialist will perform basic system administration and act as a resource for IT projects as assigned.

The schedule for this position is Monday—Friday, 9:00am—5:00pm EST. The position requires on-site presence three days per week with the potential for remote and/or flexible work opportunities depending on the required business needs.

Responsibilities

· Promptly provide Help Desk & 1st level technical support and problem resolution for computer systems, software, hardware, printers, copiers during business hours and non-business hours (remote) to internal personnel as well as external clients/vendors

· Provide Support services for law firm applications emphasizing Microsoft Office applications, Document Management, PDF creation and editing, redlining and metadata scrubbing.

· Install, modify, and repair computer hardware and software

· Relocate computer workspaces per business needs

· Provide operational support and maintain the operational efficiency of the local data center.

· Support video conferencing technology within the conference rooms and facilitate internal and external meetings independently.

· Support the Firm’s mobile devices (smart phones and tablets) managed with current MDM System.

· Troubleshoot VPN log in issues.

· Perform basic account management within Active Directory for new hires/departures and assign user access rights to various network groups and directories.

· Manage employee onboarding and offboarding tasks in all the systems and software.

· Assist with maintaining an accurate inventory of technology assets and related components.

· Provide end-user training to employees on IT Policies/Procedures, applications, and systems.

· Remain current with all network applications, software/template/macro changes, and enhancements.

· Participate in on-call coverage on a rotating basis.

· Other duties as assigned.

Qualifications

The ideal candidate will bring prior relevant experience in a technical support role within a law firm environment. Most importantly, the successful candidate must demonstrate a commitment to top-tier customer service, the ability to stay calm under pressure, and exceptional problem-solving skills. If you're excited about the possibility of contributing to our team and believe you have the potential to excel in this role, we encourage you to apply, even if you don't meet every qualification.

· At least 2 years of related technical experience, ideally within a professional services setting.

· Client Service Oriented mindset is necessary.

· Excellent communication skills, both verbal and written.

· Knowledge with the following technologies is ideal:

o Windows 10 & 11

o Office 2016 & 2019 /Office 365

o Document management software & Google Workspace

o Adobe Acrobat

o MDM Systems

o Basic AD Administration

o Video Conferencing Tools including MS Teams, Cisco Webex, and Zoom Communications

o Computer Imaging & build-out (Desktop & Laptops)

o Experience with law firm applications a plus

· Ability to troubleshoot, research and resolve software and hardware issues effectively.

· Understanding of networking concepts and TCP/IP

o DNS / DHCP /Active Directory /Group Policies

· Strong organizational skills with great attention to detail.

· The ability to work independently but within a team environment.

· Work well under pressure to meet tight deadlines while maintaining strong relationships with management and peers.

· Prior experience supporting Windows 10 OS, ChangePro, Metadact, Litera, Innova, Adobe, Nuance and Mimecast a plus

· Experience and/or knowledge of document management systems such as OpenText, iManage and NetDocuments a plus

· Experience with multifactor authentication and use with Citrix XenDesktop and VPN connection a plus