Job Description
Law Firm Seeking End User Support Specialist with Competitive Salary and Benefits Package
Position: End User Support Specialist
Experience: Minimum of 2 years in a helpdesk or customer service technical role
Education: Associate's degree, computer certification, or equivalent in a computer science field
Location: On-site and remote support; occasional travel to other offices
Salary: Competitive, based on experience
Department: IT
Reporting to: Helpdesk Manager
Supervises: None
Overview:
The Law Firm is seeking an experienced End User Support Specialist to join our IT department. The ideal candidate will have a positive attitude, strong problem-solving skills, and excellent customer service abilities. They will be responsible for providing on-site and remote support for all end-user issues, including the installation, configuration, and maintenance of firm-approved applications, peripherals, and desktop technology. The End User Support Specialist must also be able to travel occasionally to other offices to provide on-site support if needed.
Key Responsibilities:
- Manage Help Desk ticket queue assignments, including follow-up desktop support, end-user communication, and ticket documentation in the Help Desk system. - Document all tickets thoroughly, providing step-by-step resolutions or workarounds. If a workaround is provided, research the problem for a total resolution. - Respond to requests for technical assistance by phone, email, and/or using the Help Desk ticket system. - Follow-up on tickets at pre-defined intervals until resolved. - Occasional travel between offices to support end-users or receive training. - Create knowledge-based articles for complex fixes for user-related issues. - Install, monitor, and maintain all firm-provided hardware, software, mobile devices, and peripheral equipment associated with an end-user. - Provide a weekly management report to the IT Department Helpdesk Manager as to the projects and accomplishments that have been attained during the week. - Contribute to technology guidelines, policies, and procedures. - Provide support, guidance, and advice related to technology to end users involved in prosecuting or defending lawsuits. - Additional or different functions may be assigned from time to time.
Requirements:
- Associate's degree, computer certification, or equivalent education in a computer science field. - Minimum of 2 years of experience supporting users in a helpdesk or customer service technical role. - Excellent knowledge and ability to support software, specifically Microsoft Office Suite. - Excellent researching and troubleshooting skills. - Ability to interact professionally with all levels of internal and external contacts. - Strong customer service orientation with knowledge of PC hardware, Windows 10 operating system, and general hardware accessories and software installation and troubleshooting methods. - Preferred: 2 years of experience providing end-user support in a law firm or other professional services environment (accounting, consulting, etc.).
Working Conditions:
- Physical effort: Must be able to lift and move up to 50 pounds (PCs, servers, printers, etc.). Some stretching and reaching, ability to work under stress and time restraints, walking and climbing stairs, and sitting for long periods. - Work environment: Must be able to perform the duties of the position with time constraints, interruptions, and busy attorneys and staff, and be able to treat all matters in a discrete and confidential manner. Duties are primarily position duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the employer. - Indoor office environment with some vehicle travel involved. Extended periods working on a PC and phone. - Work frequently requires more than 40 hours per week to perform the duties of the position and may require some travel to support other offices. - You will be required to participate in an on-call After Hours rotation. - Ability to read computer instruction manuals and comprehend directions therein in order to remedy computer equipment malfunctions. - Ability to communicate problems with supervisors as they become known. - Ability to provide customer with outstanding customer care and service at all times.
Job Status:
Non-exempt, Full time 37.5 hours per week
To Apply:
Please submit your resume and cover letter to the Law Firm HR department for consideration.
Join our team and help us provide the best technology support for our end users!
