ILTA Career Center

Department: Information Technology
FLSA: Nonexempt
Direct Reports: No
Supervised By: IT Support Manager
 
Summary
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. 

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.

Requirements
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.