IT User Support Specialist

Position Summary:

The IT User Support Specialist provides technology-related consultation and support in an office environment, including the deployment, administration, and support of technology systems essential to the day-to-day business operations. The IT User Support Specialist works as part of a team managed jointly by an IT User Support Supervisor and IT User Support Manager (or other department leader), along with the local office Business Director.

Duties & Responsibilities:

• Supports computer hardware and software, and maintains computer hardware asset inventory

• Oversees system setups, breakdowns, and office moves

• Supports conference room services with video conferencing, AV setups, and take-downs

• Supports mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system

• Supports telephone and voicemail systems

• Tracks user support requests and system failures

• Escalates more complex issues to advanced support service teams and communicates with end users

• Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems

• Performs preventative and routine maintenance

• Procures miscellaneous technology supplies

• Coordinates with IT vendors and other departments

• Works with core IT teams on implementation and support of technology rollouts and projects

• Recognizes and makes recommendations for training where opportunities exist to address common support issues Skills & Competencies:

• Strong attention to detail and the ability to multi-task in a fast-paced, high pressure, deadline-oriented environment to achieve business goals and objectives

• Provides outstanding client service, meets high quality standards for services, and meets or exceeds client expectations; proactive in seeking innovative ways in which to help others

• Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team

• Excellent interpersonal and communication skills (oral and written), professional demeanor, and presentation

• Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment

• Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions Qualifications & Prior Experience:

• High school diploma or equivalent required; Bachelor’s degree preferred

• Previous experience providing technological support in a professional office environment

• Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals required

• Experience with networking devices, cabling, and associated troubleshooting preferred

• Prior use of an incident tracking system required

• Experience with Windows 11 operating system, settings, limitations, tweaks, and maintenance procedures required

• Experience troubleshooting and supporting iOS, Android, and other mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system preferred

• Experience with common law firm tools such as email archiving and document management systems preferred

• Experience with Microsoft Office 365 required

• Experience with iManage preferred

• Experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment strongly preferred

• Experience with remote access such as Citrix, VPN, and Remote Desktop preferred Physical Requirements:

• While performing the duties of this job, the employee is occasionally required to move from workstation or desk throughout the work area to work independently or with a team to meet with colleagues and retrieve work assignments

• This position may also be sedentary and require the employee to sit for extended periods of time

• Requires manual dexterity to dial a telephone, enter data into a computer, handle objects, and operate tools

• Must be able to bend, stoop, and lift as necessary for equipment installations, workstation set-ups, and other physical activity as required