We are conducting a search for a Technical Support Specialist with a minimum of 2 years of helpdesk experience, preferably within a law firm.
This is a hybrid role, requiring 3 days in the office and 2 days remote work, Monday through Friday. The schedule may adjust based on the firm's needs, with flexibility to work a 7-hour shift between 8:00 a.m. and 7:00 p.m. The position is non-exempt and eligible for overtime.
What You'll Do:
Technical Support Specialist’s primary responsibility is to respond to incoming requests to the IT Help Desk via phone, e-mail or walk-in. To quickly diagnose and resolve technical problems at first point of contact, and when necessary, escalate calls to the next level of service. The Support Specialist will follow up with users to ensure successful problem resolution and that all requests are documented accordingly. Additional responsibilities include assisting with IT related special projects and assignments.
•Respond to requests for technical assistance in person, via phone, email, and remotely
•Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources
•Diagnose and resolve technical hardware and software issues, assisting end users with technical and application functionality questions
•Follow standard help desk procedures and recommend changes for continuous improvement
•Ability to work in independently as well as in a team-oriented, collaborative environment
•Participate in technology special projects
•Build and maintain productive and professional relationships with all firm users
•Excellent customer service skills
•Stay current with system information, changes, and updates
•The candidate must be willing to work outside of set hours and assist with afterhours support when necessary
•A can-do attitude with a whatever it takes for the IT department to successfully support the organization mindset
What You'll Bring:
•Minimum of 2 years of experience in helpdesk support. Law firm experience strongly preferred
•Strong knowledge of Microsoft desktop products including Office 365
•Desired but not necessary: Azure Virtual Desktop, NetDocuments, Aderant Sierra, zoom, MS Teams
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