End User Support Specialist

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POSITION SUMMARY:

The End User Support Specialist's responsibilities include providing on-site and remote support for all end-user issues. Their responsibilities include but are not limited to installation, configuration, and maintenance of firm approved applications, peripherals, and desktop technology. It is important to have a great attitude, strong problem-solving and communication skills and they must be able to provide off-site support as required.

P RIMARY DUTIES AND RESPONSIBILITIES :

1. Manage Help Desk ticket queue assignments, including follow-up desktop support, end-user communication, and ticket documentation in the Help Desk system.

2. Document all tickets thoroughly, providing step-by-step resolutions or work around. If a work around is provided, research the problem for a total resolution.

3. Respond to requests for technical assistance by phone, email, and/or using the Help Desk ticket system.

4. Follow-up on tickets at pre-defined intervals until resolved.

5. Occasional travel between offices to support end-users or receive training.

6. Create Knowledge-based articles for complex fixes for user-related issues.

7. Install, monitor and maintain all firm-provided hardware, software, mobile devices, and peripheral equipment associated to an end-user.

8. Provide a weekly management report to the IT Department Support Services Manager as to the projects and accomplishments that have been attained during the week.

9. Contribute to technology guidelines, policies, and procedures.

10. Provide support, guidance and advice related to technology to end users involved in prosecuting or defending lawsuits.

11. Additional or different functions may be assigned from time to time.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

1. EDUCATION: Associate's degree, computer certification or equivalent education in a computer science field.

2. WORK EXPERIENCE: Must have at least two years experience supporting legal or other professional services in a customer oriented environment.

Job Type: Full-time

Pay: $51,824.00 - $77,736.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Day shift

Experience:

• customer service: 1 year (Required)
• help desk support: 2 years (Required)

Work Location: In person