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