We are currently seeking a Systems Support Specialist to assist the Information Services department in our downtown Cleveland office. The Systems Support Specialist will provide support for Firm desktop platforms under current Windows operating systems, troubleshoot problems with applications software, assist users in the efficient use of applications, and provide clear and concise technical communications about problems that must be escalated.
Position responsibilities include but are not limited to the following:
Provide software/hardware desk-side support and troubleshooting to all users.
Understand the user problem and own the problem through resolution.
Meet service levels of quality and responsiveness.
Become and remain knowledgeable in the Firm's end user technology.
Provide remote user access support (E mail and Citrix).
Create, update and close tickets in incident management system.
Deliver training for end users as part of problem resolution.
Maintain relationship with peers to maintain technical competence.
Provide Video Conference support.
Support Mobile Devices.
Support new software loads.
Assist in equipment refresh.
Adapt to new technologies and/or add new job duties as directed.
Have the ability to lift up to 50 pounds.
Qualified candidates will have a 2-year degree or equivalent and at least 5 years experience in a support position, preferably in a law firm or professional services firm. Must be able to prioritize tasks based on circumstantial situations and handle tasks under pressure. Excellent customer service skills and telephone etiquette are necessary. Strong oral and written communications skills are required. Ability to adjust work schedule, as needed.
The law firm of Thompson Hine has a rich history, a rewarding present and a promising future. Among the 200 largest law firms in the country (AmLaw 200), Thompson Hine has grown since its founding over a century ago to a firm of approximately 400 lawyers with offices in seven cities. We pride ourselves on our ability to deliver extraordinary legal services through a partnership dedicated to the principles of professionalism, teamwork and collegiality.