IT User Support Specialist

IT User Support Specialist

Greenberg Traurig (GT), a global law firm with locations across the world in 15 countries, has an exciting employment opportunity for you. We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment.

Join our Technology Team as an IT User Support Specialist located in our Washington DC office.

We are seeking a professional who thrives in a fast-paced, deadline-driven environment. The ideal candidate possesses strong problem-solving and decision-making abilities, ensuring efficiency and accuracy in every task. With a dedicated work ethic and a can-do attitude, you will take initiative and approach challenges with confidence and resilience. Excellent communication skills are essential for collaborating effectively across teams and delivering exceptional client service. If you are someone who demonstrates initiative, adaptability, and innovation, we invite you to join our team.

This role will be based in our Washington DC office, on an in-office basis. This role reports to the IT User Support Manager.

Position Summary

The function of the IT User Support Specialist is to provide technology-related consultation and support in an office environment, including the deployment, administration, and/or support of technology systems essential to the day-to-day business operations. The IT User Support Specialist works as part of a team directed jointly by an IT User Support Manager, Senior IT Manager, and the Business Director.

Key Responsibilities

• Supports computer hardware and software, and maintains computer hardware asset inventory
• Oversees system setups, breakdowns, and office moves
• Supports conference room services with video conferencing, AV setups, and take-downs
• Supports mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system
• Supports telephone and voicemail systems
• Tracks user support requests and system failures
• Escalates more complex issues to advanced support service teams and communicates with end users
• Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems
• Performs preventative and routine maintenance
• Procures miscellaneous technology supplies
• Coordinates with IT vendors and other departments
• Works with core IT teams on implementation and support of technology rollouts and projects
• Recognizes and makes recommendations for training where opportunities exist to address common support issues

Qualifications

Skills & Competencies

• Attention to detail and the ability to multi-task in a fast-paced, high pressure, deadline-oriented environment in order to achieve business goals and objectives
• Provide outstanding client service, meet high quality standards for services, and meet or exceed client expectations; proactive in seeking innovative ways in which to help others
• Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team
• Excellent interpersonal and communication skills (oral and written), professional demeanor, and presentation
• Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment

Education & Prior Experience

• High school diploma or equivalent required; College degree preferred
• Previous experience providing technology support in a professional office environment
• Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions
• Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals
• Experience with networking devices, cabling, and associated troubleshooting
• Prior use of a trouble ticket tracking system

Technology

• Significant knowledge of the Windows 11 operating systems, settings, limitations, tweaks, and maintenance procedures
• Experience troubleshooting and supporting iOS, Android, and other mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system
• Experience with common law firm tools such as email archiving and document management systems. Experience with Microsoft Office 365 and iManage desired
• Experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment
• Experience with remote access such as Citrix, VPN, and Remote Desktop

The expected pay range for this position is:

$38.46 to $43.59 per hour

Actual pay will be adjusted based on experience, location, and other job-related factors permitted by law. Full time employees may be eligible for a discretionary bonus, health insurance with an optional HSA, short term disability, long term disability, dental insurance, vision care, life insurance, Healthcare and Dependent Care Flexible Spending Accounts, 401K, vacation, sick time, and an employee assistance program. Additional voluntary programs include: voluntary accident insurance, voluntary life, voluntary disability, voluntary critical illness and cancer insurance and pet insurance. Commuter and Transit programs may also be available in certain markets.

GT is an EEO employer with an inclusive workplace committed to merit-based consideration and review without regard to an individual's race, sex, or other protected characteristics and to the principles of non-discrimination on any protected basis.