Fisher Phillips, a national employment and labor law firm, is seeking an IT User Support Specialist for its Atlanta office. With over 350 attorneys in 32 offices nationwide, our range of experience and expertise enables us to bring efficient and practical solutions to today's labor and employment law problems. For more information about the firm, please visit us at our website at www.fisherphillips.com.
The role of the IT User Support Specialist is to provide exceptional client service across the Firm's 32 offices. This support must be timely, accurate, friendly and efficient. Specific support responsibilities include local desk side support, remote control (virtual application support), computer and device support, one on one training and functional testing. The primary focus of the IT User Support Specialist is on the end user and ensuring that their needs are met so they can effectively use technology to perform their jobs. This position requires excellent customer service skills, communication skills, problem solving skills and organizational/planning skills. This position also requires technical competency in core applications, devices and technologies along with a broad understanding of the varied technologies normally associated with a large professional services environment.
Provide focused support for all end-user technical and application software problems at a Tier 2 level both desk side and virtually via remote control and phone support. Primary interface with end users when investigating and resolving their problems.
Provide exceptional customer service through consulting, installation, support, training and troubleshooting for the end-user community as well as practicing the following customer support skills: face-to-face, telephone skills, internet and email skills, reliability, timeliness, and effectiveness.
Responsible for one-on-one incidental and ad-hoc training.
Track all calls in IQTrack Help Desk ticketing software system for accuracy to ensure ticket response and resolution meet current department service level targets.
Perform testing of software applications, upgrades and security patches, as necessary.
Work closely with project manager to understand defined and scheduled tasks.
Participate on project team to effectively meet project milestones, deadlines and target dates.
Skills and Competencies
Significant knowledge of Windows 8.1 and Windows 10 operating systems, setting, limitations and maintenance procedures.
Extensive experience with Microsoft Office 2013 or newer.
Excellent troubleshooting skills related to desktop computer hardware and software.
Experience with troubleshooting and supporting iPad, iPhone and Android devices.
Experience working with networked and local printers, scanners, advanced copiers and other hardware peripherals.
Experience with document management systems such as Enterprise Vault or Desksite.
Basic understanding of networking devices, cabling and associated troubleshooting.
Experience with remote access such as Citrix, Terminal Services, Remote Desktop and VPN.
Ability to work with a high level of energy, monitor important details and plan weekly and daily actions.
Ability to establish and maintain productive working relationships with all levels of staff.
Superb customer service skills including the ability to understand both internal and external client needs and expectations.
Excellent written, oral, and interpersonal communication skills.
Highly self-motivated, self-directed and attentive to detail in a fast paced, high pressure, deadline oriented environment.
Must be able to bend, stoop and lift up to 40 pounds, as necessary, for equipment installations, workstation set ups, etc.
Degree in computer science, information technology and/or 5 years equivalent work experience in a professional services IT environment.
Microsoft certification such as MCSA or equivalent is a plus.
Continuous on-call availability
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components
Occasional inspection of cables in floors and ceilings
Lifting and transporting of moderately heavy objects, such as computers and peripherals
Occasional travel between regional offices
No relocation costs. Principals only; no calls please.
We are committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex (including childbirth, breast feeding and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other protected status in accordance with all applicable federal, state and local laws.
About Fisher & Phillips LLP
Since 1943, the attorneys at Fisher Phillips have been committed to providing value to our clients. We do one thing - represent employers in labor and employment matters.
Our clients know their legal problems will be treated as business problems and that we strive to help them avoid legal problems. We believe the lawsuit that’s never filed is a better win for a client than a costly defense verdict.
Although skilled and tenacious advocates, our attorneys recognize that the most aggressive and expensive approach may not always be the best solution to a client's problem. We seek to identify the client's primary business objective, design a solution to fit the objective, and implement that solution in the most efficient manner possible.
By performing compliance audits, providing the right policies, procedures and training, and offering thoughtful advice and counsel, we assist clients in preventing employee claims and lawsuits, government investigations, and union organizing activity.
We’re in the client service business and know that many labor and employment problems arise without much warning and require an immediate response. We meet deadlines and provide plenty of adv...ance time where client review of documents is needed. And we communicate with our clients in plain English.
Founded in Atlanta, we're national with 32 offices and more than 350 attorneys. Our attorneys practice before state and federal courts and administrative agencies in virtually every state.