Specialist, Information Technology Support

Description

Job Purpose:

Work with the local/regional office managers and other technical managers and guided by department objectives and priorities, this position has direct responsibility for the office-specific technology including desktop/laptop, mobile devices, application support, implementation support, voice/telephone systems, and computer systems. The IT Support Specialist has hands-on responsibilities for all aspects of the technology located within and directly impacting the company employees. This position requires effective teaming with company’s technology personnel. Ensures client service and satisfaction are attained in all areas of position.

Job Duties:

• Provide dedicated Esquire client-facing product training and support to applicable staff in Esquire offices
• Provides inbound/outbound phone, web or email support for clients nationwide and develops clients for life
• Gain a deep understanding of the full suite of Esquire products and solutions
• Provide ongoing Esquire product support to clients, as directed
• Report patterns of product problems (software or use issues) and propose solutions
• Bring appropriate internal resources to bear on implementation issues in the field for remote offices and clients, when applicable.
• Actively demonstrate our Company values
• Other duties as assigned

Qualifications

Minimum Qualifications:

• Associate’s degree and two years related experience; or four to six years related experience and/or training; or equivalent combination of education and experience. Professional certification a plus.

Required Knowledge, Skills and Abilities:

• Requires superior interpersonal, verbal & written communication and organizational skills
• Must be detail oriented with the ability to plan work effectively, to meet the deadlines assigned, and to make sound decision
• Ability to multi-task and shift priorities at a moment’s notice
• Ability to resolve challenges quickly and suggest process improvement to management
• Must be detail oriented with the ability to plan and execute work effectively
• Ability to work under tight time constraints
• Must be available for either first (7am to 4pm / 8am to 5pm) or second shift work (1pm to 10pm / 2pm to 11pm) Eastern Time, Monday through Friday.
• Must be on call to handle urgent calls and emails 7am to 9pm, Monday through Friday and all-day Saturday and Sunday as needed, unless otherwise noted.
• Demonstrates a commitment to company objectives
• Must understand basic principles of RBAC, ideally with ability to configure security and permissions within Active Directory
• Must have excellent ability to support the following technologies
  • Microsoft operating systems windows 10
  • Microsoft Office Applications
  • Networking – both wired and wireless support
  • Network Printer Support
  • Basic Account Management and understanding of Active Directory
• Prefer knowledge of Esquire client-facing products, including:
  • EsquireConnect client portal
  • NetSuite
  • Confluence
  • YesLaw
  • Box.com
  • Collaboration software such as Zoom, WebEx, MS Teams, etc.

Any other application as developed by and/or on behalf of Esquire Deposition Solutions

MEASUREMENTS OF SUCCESS

• 100% IT Task trained and proficient
  • Desktop/Laptop Imaging, Software Installs and Remote Troubleshooting
• 100% trained and proficient on IT Cloud Applications
  • Sophos, TeamViewer, Meraki Dashboard, JIRA Helpdesk, NetSuite IT Support Tasks, Phone and Contact Center Setup, Email configuration

PHYSICAL ENVIRONMENT AND WORKING CONDITIONS:

• Must be willing to work in Esquire office or remotely as required, with suitable Internet bandwidth (minimum 6Mbps upload and download) and video conferencing capabilities.
• Minimal travel outside of region, depending on phone, webinar and portable video conferencing when applicable.
• Workspace is within a normal office environment with little exposure to excessive and non-work-related noise, dust, temperature and the like, including Esquire offices and home.
• The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary : $26 - $29