Senior Technology Support Specialist

The Senior Technology Support Specialist will be responsible for delivering best-in-class support to our Firm’s community both in-person and by phone. Responsibilities Coverage of Service Desk phones and inbox providing first line of support for customers firm-wide on all applications, hardware and network-related issues. Troubleshoot and resolve complex computer, peripheral and audio/visual hardware, software and application issues, both by phone and in-person at our New York office when needed. Communicate effectively with internal customers regarding technical problems/questions. Communicate complex, technical concepts to a non-technical audience. Maintain hardware inventory of Boston-based equipment and peripherals, including spare equipment and equipment in need of repair. Facilitate audio and video conferences between Firm locations and with external participants as applicable. Troubleshoot and resolve conference technology issues, including audio and video quality, connectivity, and integration problems. Ability to quickly learn new applications and upgrades to existing applications; ability to understand procedures and instructions for the specific applications on Firm computers; assist with the documentation and resolution of issues that originate in Customer Support. Receive and manage all support calls through our Unified Call Center. Enter all customer requests into our call tracking system, monitor assigned calls, provide ongoing progress reports to users and issue weekly reports on completed and outstanding calls. Perform root cause analysis and develop resolutions to common issues - enabling immediate issue resolution for future related calls. Document and share all resolutions with team members and others within IT as appropriate. Perform information gathering and troubleshooting details prior to escalating calls - providing sufficient technical detail for 2nd and 3rd levels to resolve. Additional duties and responsibilities may be assigned as needed to support the organization's evolving needs or the department’s mission. Qualifications College degree or equivalent IT experience (2-4 years) in legal/law firm environment preferred. Exemplary customer service skills that focus on our working lawyers and business professionals. Outstanding communication and interpersonal skills - both written and oral, a customer service-oriented attitude, a professional phone demeanor and the ability to deal with multiple tasks concurrently. Excellent organizational skills. Expert experience with Microsoft 365 including Word, Excel, PowerPoint, Access, Outlook, as well as Windows 10, Citrix, VPN and iManage/NetDocuments. Experience with supporting video conferencing, online meetings, screen share, and webinar platforms like Webex, Microsoft Teams and Zoom. Knowledge of PC hardware components, printer components and Windows 10 configuration and diagnostic utilities. Flexible, willingness to work overtime, participate in after-hours coverage rotation and contribute to IT department projects as directed. Microsoft certifications are a plus. Salary range based on experience level and location is estimated to be in the range of $75,000 to $95,000. Brown Rudnick LLP is an Equal Opportunity Employer, committed to recruiting, developing, and advancing talented professionals from all backgrounds across the spectrum of diversity. All employees and applicants are evaluated on the basis of their qualifications, consistent with applicable state and federal laws, without regard to race, ethnicity, color, ancestry, religious beliefs, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), sexual orientation, gender identity and/or expression, age, national origin, marital status, physical or mental disability, medical condition, genetic information, military or veteran status, or another protected characteristic, all as defined by applicable laws. #J-18808-Ljbffr Brown Rudnick LLP