IT Support Specialist’s primary role is providing technical software, hardware , telephone, printer and audio-video conferencing problem resolution to firm employees or guests of the firm by performing problem diagnosis and providing timely solutions to the end-users in a call center environment; clearly communicating technical solutions in a professional manner; setup and install hardware and software as needed; provide deskside assistance to users as needed; documenting all support activities; and performing related work as required.
As part of the IT Department’s requirements for 24/7 support services, the IT Support Specialist participates in a rotating on-call schedule that involves after hours and weekend support and availability requiring remote access and telephone coverage.
The successful candidate must have the ability to work independently and as a member of a close team servicing a wide variety of customers, both internal and external to the firm.
This position is a non-exempt IT position. This position reports to the IT Support Manager. There are no direct reports to this position.
Primary Duties and Responsibilities
Respond to IT Help Desk requests via telephone, email, via remote access, and in-person.
Tracks all end-user support activities through the IT Department’s incident tracking system.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems and software, e-mail, Internet, and local-area network access problems.
Delivers, tags, and configures end-user PC desktop hardware, software, and peripherals as needed and assigned.
Participate in a rotating on-call schedule that involves after hours and weekend support and availability requiring remote access and telephone coverage.
Develop and maintain an advanced level of proficiency with software and hardware in use.
Work independently to research and resolve complex technical issues.
Works as part of the IT Support Team, providing premiere customer service and support to all end-users, internal and external.
Occasionally visit remote offices to provide onsite assistance and inventory tasks as needed.
At least two years’ experience working in a IT support role, preferably in a law firm environment. Must have advanced knowledge of the Windows operating systems, Microsoft Office, desktop/laptop hardware, mobile devices. Prefer knowledge of working with videoconferencing equipment, document management systems, printers, mobile device management, Citrix and other software applications in a legal environment. Must be able to lift and carry 25 pounds.
About Parker Poe Adams & Bernstein LLP
Parker Poe Adams & Bernstein LLP has almost 200 lawyers in seven offices located in major markets across North Carolina, South Carolina and Georgia. The Firm provides legal counsel to large commercial and public organizations on litigation, corporate and regulatory matters. It has been recognized in recent years as an award-winning leader in the use of technology to provide better and more efficient service to domestic and international clients.