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