User Support Specialist- Hybrid

User Support Specialist

Responsible for front-end hardware and software installation, systems support, and troubleshooting as well as inventory management. This will include, but not be limited to, desktops, laptops, printers, mobile devices (iPhones/Androids), applications and related ancillary functions.  Responsible for documentation of troubleshooting, inventory control, and procedural writing.

Will also serve as a resource for others in the department and develop operating procedures, documentation, checklists and other materials which can be used to improve operations in the department.  This individual will be working in a team environment, and will be expected to be a strong team member.  There will be an emphasis on prompt response and resolution to support calls of attorneys and staff.  Exemplary customer service skills and outstanding communication skills are essential to this role.

RESPONSIBILITIES

• Answers, evaluates and prioritizes incoming telephone, voicemail, email and in-person requests for assistance from users experiencing problems with hardware, software, networking and other technologies.
• Works with end users to collect information about problems and leads the end user through troubleshooting procedures to determine the source of error(s).
• Has in-depth understanding and provides high level troubleshooting on desktops, laptops, printers, and other peripherals to resolve difficulties with hardware and software, providing alternatives for users to complete their work when primary systems are unavailable.
• Work with others on the team to document processes and procedures, share technical knowledge, and potentially train others.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for detailed operating knowledge of all aspects of the firm's computers systems, both hardware and software, shows strong interest in learning new skills and keeping up on new technologies, frequently using outside resources to augment current knowledge.

• Track, repair and maintain all IT hardware inventory, including but not limited to laptops, desktops, printers, and other peripherals
• Responsible for creating technical documentation, updating and maintaining procedures without prompting; making documentation available to others through technical reference materials.
• Responsible for accurately completing and maintaining asset management and inventory control forms, performing unofficial spot-checks to ensure records are accurate.
• Responsible for working with vendors to resolve recurring, warranty-related, or unconventional service calls on disabled equipment such as desktops, laptops, printers, and other peripheral equipment.
• Update calls and requests in the call tracking database promptly; clearly document troubleshooting steps taken and solutions to problems, able to discern trends for recurring calls and initiate "Multi User Incidents" process, positively and constructively influence others in maintaining high standard of data entry.
• Adapts readily to changes in routine; works effectively in stressful situations; accepts guidance and direction; is comfortable working in a fast paced environment; is reliable and dependable; is results-oriented; maintains productivity and composure under pressure; and views problems as opportunities to create solutions.

QUALIFICATIONS/REQUIREMENTS

• Associates degree in Information Technology or equivalent combination of education and experience.Two or more years previous experience as a User Support Specialist.
• In-depth technical background and abilities including experience with Windows 11, Microsoft Office 365, Citrix, VPN, iManage, and similar applications.

• Previous experience in a professional services environment with progressive and sustained increase in knowledge and responsibility.
• Strong knowledge of other products including desktop hardware and peripherals, phones, A/V equipment (PCs, printers, scanners, Androids, iPhones, iPads and video conferencing equipment).
• Demonstrated experience in supporting local external drives, local backup solutions, wireless hardware (mice and keyboards) and wireless routers.
• Knowledge of network and Internet technologies, protocols and concepts (TCP/IP, DHCP, Ethernet), and Internet TCP/IP protocols for both wired and wireless connections.

• Ability to work well with multiple deadlines, innovative problem solving and prioritization skills. Must be able to multi-task and have strong attention to detail.

• Strong team skills and a demonstrated ability to work in matrix structure.

• Excellent written and verbal communications skills. Must be persuasive and clear and demonstrate active listening skills.
• Ability to express technical information clearly and simply, communicating regularly with both users and upper management regarding status of open calls, following up on closed calls to ensure customer satisfaction.
• Ability to adapt and act quickly to process change.
• Ability to lift 40lbs and be able to physically install computer equipment.