User Support Specialist

The User Support Specialist is responsible for delivering high-quality technical support to over 1960 users across the firms 18 offices. Support must be timely accurate friendly and efficient to ensure users can effectively leverage technology in their daily work. The primary focus of User Support is the end userensuring their needs are met and their experience with technology is seamless. This role requires strong customer service communication problem-solving and organizational skills. It also demands technical proficiency in core applications devices and systems along with a broad understanding of the diverse technologies typically found in a large professional services environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide Tier 2 technical support for end-user hardware software and application issues across the firms offices both in-person and remotely via phone and remote access tools. Serve as the primary point of contact for users during issue investigation and resolution.
• Exhibit technical expertise in desktop and application support including hands-on troubleshooting of hardware (desktops laptops printers mobile/wireless devices). Provide support both onsite and remotely.
• Accurately log all support interactions in the Footprints Help Desk ticketing system. Ensure entries are detailed and useful for knowledge sharing. Meet departmental service level targets for response and resolution times. Review open tickets daily provide updates and maintain ownership through resolution including documentation of Tier 3 consultations.
• Perform testing of software applications updates and security patches using firm-approved test matrices. Validate usability performance and compatibility of core PC applications and systems.
• Participate in project teams for initiatives of varying size and scope. Meet project milestones deadlines and collaborate with project managers to complete assigned tasks.
• Apply strong problem-solving skills to proactively identify define and resolve issues before they escalate. Collaborate with others to gather input and maintain a balanced perspective when addressing challenges.
• Deliver exceptional customer service through consultation installation troubleshooting training and support. Maintain professionalism and effectiveness across all communication channels including face-to-face phone email and remote sessions.
• Conduct one-on-one training sessions as offices without dedicated trainers the User Support Specialist is responsible for ad hoc training. Identify and act on training opportunities during support interactions to educate users on firm technologies including software applications hardware and access methods.
• Demonstrate effective planning and organizational skills by managing time efficiently maintaining attention to detail and aligning daily and weekly tasks with broader team goals. Think systematically to improve processes and workflows.
• Communicate clearly and professionally in both verbal and written formats. Maintain positive ongoing communication with end users and keep them informed of issue status. Share relevant updates insights and new technologies with team members.
• Perform other duties as assigned.

QUALIFICATION REQUIREMENTS:

To successfully perform this role the individual must be able to carry out each essential duty effectively and consistently. The qualifications outlined below represent the knowledge skills and abilities required for success in this position. A valid drivers license is required and occasional travel may be necessary to support users across multiple office locations. Reasonable accommodation will be made to support individuals with disabilities in performing the essential functions of the role.

EDUCATION/EXPERIENCE:

Equivalent combination of education and experience may substitute for education requirements. Supervisory experience includes the skills necessary to organize coordinate and supervise staff.

Bachelors degree with a minimum of 3-5 years of experience in the IT field along with a minimum of one year in a support role is required or equivalent combination of education and experience; 5 years of experience in end user support preferred. Professional services experience is highly desirable.

TECHNICAL SKILLS:

To perform the essential functions of this role the User Support Specialist must possess specific technical skills. These include demonstrated proficiency in Windows 11 Microsoft Office 365 Suiteparticularly Word Outlook and Excelas well as the ability to accurately type and enter data. Familiarity with Microsoft Access SharePoint PowerBI or other database applications is also required. The ideal candidate will have a proven aptitude for learning new software applications and adapting quickly to evolving technologies.

LANGUAGE SKILLS:

The User Support Specialist must have the ability to communicate effectively with staff at all levels. This includes presenting information clearly in one-on-one and small group settings to both professional and support personnel. The role requires the ability to write clear and concise correspondence and routine messages as well as read and comprehend basic instructions short communications and memos. Additionally the specialist should be capable of interpreting a variety of documents such as operating procedures technical manuals business publications professional journals government regulations financial reports and legal documents.

MATHEMATICAL SKILLS:

The User Support Specialist must possess basic mathematical skills including the ability to add subtract multiply and divide using whole numbers fractions and decimals across various units of measure. These skills are essential for performing routine calculations and interpreting technical data accurately.

REASONING ABILITY:

The User Support Specialist must demonstrate strong reasoning and analytical skills. This includes the ability to apply common sense understanding to follow instructions provided in written verbal or diagram form. The role requires the ability to address problems involving multiple concrete variables in standardized situations as well as define issues gather relevant data establish facts and draw valid conclusions. The specialist should be capable of interpreting a wide range of instructions and managing both abstract and concrete variables. Independent thinking and sound decision-making are essential to success in this role.

OTHER SKILLS AND ABILITIES:

Demonstrated ability to multi-task and be detail-oriented with strong organizational skills. Strong communication skills. Excellent organizational and planning skills with ability to prioritize multiple tasks and projects to meet deadlines. Ability to work overtime when needed. Work may require more than 40 hours per week to perform the essential duties of the position.

Ability to work in a fast-paced environment with strict deadlines. Ability to exercise discretion with confidential and sensitive information. Must be able to perform essential duties of the position with time constraints and interruptions. A strong client service approach and team orientation. Demonstrate good judgment tact and flexibility under pressure in a mixed-matrix environment with may competing priorities.

Additional Skills:

• Proficiency in collaboration tools like Microsoft Teams.
• Proficiency in Generative AI tools like CoPilot.
• Extensive experience NetDocuments Document Management System as well as other legal-specific core applications.
• Proficient in hardware support for laptops tablets desktops printers and peripherals including wireless devices such as iOS and Android smartphones.
• Experienced in setting up and supporting audio/visual equipment for meetings including Microsoft Teams Zoom and video conferencing platforms.
• Strong knowledge of application testing maintenance and compatibility within a professional services environment preferably in a large law firm.

PHYSICAL DEMANDS:

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations will be provided to enable individuals with disabilities to perform these functions effectively.

While performing the duties of this job the employee is regularly required to:

• Regularly required to sit use hands to handle or feel objects documents and controls manipulate a keyboard and input data into a computer; frequent verbal communication is also required.
• Occasionally required to prepare correspondence and reports using a computer.
• Occasionally required to stand reach with hands and arms and perform physical movements such as stooping kneeling bending crouching or crawling.
• Must be able to operate standard office equipment including computers copiers and fax machines.
• Occasionally required to lift and/or move items weighing up to 25 pounds.
• Specific vision abilities required include close vision distance vision peripheral vision depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here reflect those typically encountered while performing the essential functions of this role. Reasonable accommodations will be made to support individuals with disabilities in fulfilling these responsibilities. The noise level in the work environment is generally moderate.

The salary offered in any location will be determined by a wide range of factors including but not limited to experience level education/training geographic region and relevant skills. Associates also participate in a performance- and hours-based bonus program. The expected annual salary for this position ranges from $65000- $75000

Required Experience:

IC