About this role
Job title: Support Specialist
About the Role The Support Specialist provides onsite and remote technical support to attorneys, staff, and visitors, ensuring seamless use of firm technology. This role delivers hands-on support across hardware, software, mobile devices, AV systems, and connectivity, while promoting best practices and a high standard of customer service.
What You'll Do
- Deliver onsite and remote technical support (phone, email, chat, video, in-person) for end-user devices, applications, and network connectivity
- Configure, deploy, and support laptops, desktops, mobile devices, and printers
- Provide Audio Visual (AV) and multimedia support for meetings, including video conferencing and presentation systems
- Support visiting clients and external users with guest connectivity, devices, and collaboration tools
- Troubleshoot and resolve technical issues, escalating as needed; track all work in ServiceNow following ITIL-based processes
- Educate users on effective use of technology to improve productivity and reduce repeat issues
- Assist with testing new technologies and contribute to continuous service improvement initiatives
- Provide after-hours and occasional on-site support for outages, events, or business-critical needs
- Support trial and hearing technology setups, including potential domestic or international travel
What We're Looking For
- Deliver exceptional customer service with strong interpersonal skills, effectively supporting individuals at all levels of the firm
- Communicate complex technical information clearly to non-technical audiences across multiple channels (in-person, phone, email, IM, and video)
- Provide responsive, high-quality technical support across desktop, mobile, and collaboration platforms
- Demonstrate strong knowledge of computer hardware, software, operating systems, and mobile device support
- Apply analytical and troubleshooting skills to diagnose issues, research solutions, and recommend effective outcomes
- Operate effectively in a fast-paced environment with shifting priorities, using strong organizational, project management, and ITIL-based service management practices
- Education: High school diploma, General Certificate of Education or equivalent required. College degree preferred with substantial coursework in information systems or equivalent experience.