Senior User Support Specialist

Job Description

Job Description

Overall Purpose:

The Senior User Support Specialist is a non-exempt, hourly position responsible for providing high-quality, hands-on technology support to the Firm’s attorneys and staff. This role combines strong technical expertise, exceptional customer service, and leadership skills to ensure that technology issues and service requests are effectively prioritized, resolved, documented, and escalated when necessary.

The Senior User Support Specialist provides day-to-day leadership and oversight of Help Desk activities, serves as a resource and mentor to other User Support Specialists, and works closely with the Network Operations team and other Information Technology personnel to resolve complex or recurring technology issues.

Essential Job Duties, include but are not limited to:

• Provide day-to-day oversight of service desk staff and the activities associated with the identification, prioritization, and resolution of Help Desk requests.

• Provide on-site/as needed deskside training to all users for brief convenience tasks.

• Provide responsive telephone, in-person, and remote technical support to attorneys and staff, including support of e-mail, document management system, standard Windows desktop applications, internally developed applications, phone systems and other technologies.

• Provide hands on support, when necessary, to identify, troubleshoot and resolve hardware, software and network related problems experienced by end users in a multi-site network.

• Responsible for hardware and software configuration for user provisioning for the Information Technology Department.

• Act as liaison between the Network Operations group and the branch offices for unresolved or chronic infrastructure issues.

• Ensure that all phases of Help Desk requests are properly coordinated, monitored, logged, tracked and resolved or escalated appropriately.

• Provide leadership for Help Desk projects, including but not limited to asset tracking, hardware & software inventories, and various line-of-business projects.

• Act as a coach and mentor to the User Support Specialist, 

• Collaborate on escalated issues that the User Support Specialist is unable to resolve, and act as liaison between the Network Operations group and the Help Desk team for unresolved issues.

• Participate in the after-hours on-call rotation pool.

• Other assigned duties as needed.

Qualifications/Requirements:

• Minimum of five (5) years of experience providing technical support in a computer/network Help Desk or Service Desk environment, with at least two (2) years of experience in a senior, lead, or comparable role preferred.

• Proven decision making and policy enforcement skills a must.

• Bachelor’s degree in Information Technology, Computer Science, or a related field strongly preferred. A combination of education, technical certifications, and at least three (3) years of technical support experience may be considered in lieu of a degree. 

• Law firm experience required, with experience supporting legal macro packages (Innova, Litera, etc) and document management systems (NetDocuments, OpenText) strongly preferred.

• Strong technical knowledge in the following areas is key:

• Microsoft Office 365 suite.
• Windows PC operating systems.
• IP networking fundamentals, particularly troubleshooting connectivity issues.
• Various common mobile devices including iPhones & Android devices.

• Demonstrated experience with providing technical support across multiple locations.

• Proven analytical, evaluative, and problem-solving abilities.

• Organizational skills in relation to Help Desk activities is a plus, particularly with maintaining and reporting from Service Desk.

• Ability to effectively prioritize and execute tasks based on those priorities.

• Excellent written and oral communication skills.

• Highly self-motivated and directed.

• Keen attention to detail.

• Exceptional customer service orientation.

Physical Demand:

Lifting up to 25 pounds; kneeling, bending sometimes required. Typing/sitting at desk for long durations at a time.

Salary:

The salary wage range that we expect to pay for this position is from $90,000 - $110,000/yr and represents our good faith and reasonable estimate of the range of base salary at the time of posting. The actual salary offered may vary based on experience, qualifications, or other relevant factors.

We are an Equal Opportunity Employer.