Information Technology Support Specialist

The technical support team will provide phone, e-mail, and remote assistance support to our professionals and staff. Through teamwork, innovation, and effective communication, you will represent our Technology Department with the highest level of client service.

Skills and Responsibilities

• Provide high-level technical support service for all firm hardware and software.
• Maintain and track each support issue with an incident management system to document and escalate issues as they are reported.
• Proactively learning new technology.
• Perform advanced troubleshooting and research of incidents and problems.
• Collaborate with the Technology team to ensure the highest level of customer support and resolutions.
• Daily monitoring of upcoming AV/VC requests within the office to ensure seamless service delivery.
• Set up and deliver various hardware and audio-visual requests within the conference meeting rooms.
• Ensure all office-integrated conference rooms are kept in appropriate working order.
• Keep up-to-date on emerging and competitive AV/VC technology.
• Seek and identify opportunities to enhance the client’s experience with the Firm’s technology.
• After-hours availability to assist with client service delivery and system maintenance as needed.
• General knowledge of Mobile devices to support staff.
• Ability to communicate clearly through phone and e-mail conversations.
• Some travel may be needed to our remote offices as required.
• Ability to quickly diagnose, prioritize deadlines, and correctly set user service expectations.
• Self-motivated with the ability to execute tasks and make decisions in a high-pressure environment.

Qualifications

• One-two years of general IT support experience in a law firm or professional services environment.
• Knowledge of Microsoft Windows 10 and Microsoft Office 365 within a professional services organization.
• High level of client service.
• Ability to handle anxious users by giving the highest client support possible.
• Effective communication abilities with all levels of personnel.
• Ability to adapt to changing technology within a professional services organization.