Job Summary:
The Technical Support Specialist is responsible for providing direct technical support and troubleshooting assistance to attorneys and staff to identify, research, track, monitor, and resolve technical issues.

Job Responsibilities:

• Resolve incoming requests for assistance from customers experiencing problems with hardware, software, networking, and other computer-related technologies in compliance with service level agreements.
• Analyze and resolve problems according to shifting priorities, time frames, and resources, and document resolutions in the call tracking system.
• Effectively document all support calls in the Service Desk ticketing system and escalate calls to the appropriate internal or external support personnel when necessary. Monitor progress through resolution.
• Monitor support activity and inform team/manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.
• Troubleshoot, diagnose, and identify failing or failed parts or systems using hardware diagnostic software and routines.
• Install, configure, test, maintain, monitor, and troubleshoot customer workstations and related hardware and software to meet required service levels.
• Maintain knowledge of relevant products, current support policies, and methods of support delivery.
• Participate in special projects as requested.
• Perform testing and evaluation of new technology solutions.
• Provide high levels of client service orientation and professionalism.
• Continuously improve technical proficiency through research, self-training, and participation in internal and external training opportunities.
• Enhance client service through diligent, thoughtful, and timely execution of support requests.
• Participate in the after-hours on-call rotation, providing on-call 24x7 technical support.

Qualifications

Knowledge, Skills, and Abilities:

• Advanced personal computer skills, including hardware, operating system, and software knowledge.
• Ability to troubleshoot Microsoft Office applications and Windows OS.
• Knowledge of legal applications (e.g., iManage, ChangePro, Litera) preferred.
• Strong ability to communicate clearly and effectively, both orally and in writing with attorneys, staff, and external contacts.
• Ability to communicate technical concepts to non-technical users.
• Provide quality client service to both internal and external contacts regarding routine matters.
• Demonstrated ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
• Demonstrated ability to work effectively both independently and with others in a cooperative and friendly manner.
• Ability to safely lift, move, and carry items weighing up to 50 lbs.

Education
A Bachelor's Degree in an IT-related field or specialty is required. Equivalent training and experience may substitute for education.

Experience
A minimum of two (2) years of increasingly responsible, directly related experience, during which knowledge, skills, and abilities applicable to the position were demonstrated.

hours: 7:00 AM – 3:30 PM

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Schedule:

Posted On: Wednesday, January 22, 2025