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; Bachelors 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