IT Support Specialist

IT Support Specialist

This IT Support Specialist provides first-level technical support to employees by responding to phone and email requests, troubleshooting basic computer, application, and access issues, and documenting incidents in help desk systems. The role includes installing or upgrading software and devices, resetting passwords, and escalating complex problems as needed while ensuring timely and high-quality service. This is a hybrid role in our Atlanta office location.

Primary Job Duties:

• Respond to employee phone or email requests for support to resolve basic computer, application, system, device, access or performance issues
• Advise users on the methods, steps and actions taken to resolve and avoid future issues and provides documentation as needed
• Document incidents using help desk systems and tools
• Follow-up with employees to ensure issues are resolved
• Support installs or upgrades of software or devices, set up user profiles or reset passwords
• Escalate problems to appropriate levels to achieve issue resolution, if needed
• Fulfills all service level standards for response time and quality
• Participate in an on-call rotation
• Travel to firm offices required

Key Competencies:

• Communicating - Legal Professionals provide the information required by others in a concise, direct, and unambiguous way. They perceive how the message affects the receiver and strive to ensure that the receiver clearly understands the specifics and function of the message.
• Conflict Management - Legal Professionals address problems openly and objectively and bring substantial conflicts and disagreements into the open with the intention of resolving issues in an unemotional and constructive manner.
• Professionalism - Legal Professionals set high standards and serve as role models for work performance, ethical conduct, and respect for others. They consistently conduct themselves in a manner consistent with generally accepted moral principles and values and within the guidelines and best practices of their profession.
• Planning & Priority Setting - Legal Professionals identify priorities and develop detailed action plans that include objectives, accountabilities, time frames, standards, review stages, and contingencies.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This position may be designated as remote, hybrid, or fully in-office, depending on the needs of the role, office location, and Firm requirements.

Requirements

• 2+ years of experience working in a help desk environment
• Flexibility to work a variety of shifts with minimal notice as needed
• Excellent oral communication and customer service skills
• Detail oriented in order to keep detailed notes on tickets
• Highly organized to keep help desk tickets in order
• Ability to diagnose and resolve basic computer technical issues
• Experience with Microsoft O365, NinjaOne, Zoho Desk, and Citrix Terminal Servers is a plus