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IT Support Specialist

This position is primarily responsible for providing technical assistance to lawyers and practice support staff related to: desktop services and laptop deployments, remote vpn connectivity, Windows 10 upgrade project assistance, software and hardware testing, and IT compliance audits.  The ideal candidate will be a natural problem solver, appropriately isolating and diagnosing problems, and researching, recommending and implementing solutions. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities, among others, include the following:

  • Provides technical support to staff and documenting all requests through an incident tracking system
  • Effectively manages internal client communications and expectations and solves their ultimate need
  • Troubleshoots and resolves issues with software, hardware, remote access, and mobile devices
  • Provides account administration such as account unlocks and password resets
  • Images and deploys workstation hardware (desktops and laptops)
  • Maintains and documents hardware through an asset tracking platform
  • Performs audits on domain and software platforms
  • Documents and tests the building of computer images
  • Sets-up and supports video conferencing events
  • Researches problems for root causes, collaborates and communicates effectively with the IT team
  • Follows, updates and creates IT related procedures and process documentation

SKILLS, KNOWLEDGE & ABILITIES:

  • Hardware configuration experience within a corporate network environment
  • Mobile phone deployment experience, iPhone and iPad
  • Windows 7, 10, Server 2008 and 2012 operating system proficiency
  • Active Directory experience
  • Microsoft Office suite training assistance, troubleshooting and support
  • Networking basic principles and networking hardware
  • Respond to off-hour emergency support as needed
  • Must be service-oriented, communicating professionally, patiently and helpfully, in person, over the phone, through instant messaging and in writing
  • Demonstrates sound troubleshooting skills and has the desire to follow a problem through to resolution
  • Follows written, documented procedures with a high degree of consistency and accuracy

Supervisory Responsibilities:  

There are no supervisory responsibilities.

Education and/or Experience:        

  • Technology school, Associate's degree or equivalent hands-on experience
  • 2 or more years' experience in Help Desk support system

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