What are the responsibilities and job description for the Information Technology Support Specialist position at Freeman Mathis & Gary, LLP?
Information Technology Support Specialist
Freeman Mathis & Gary, LLP – Boston, Massachusetts, United States (On-site)
FMG is a national specialty litigation firm with thirty-eight offices in twenty-one states, and we are currently seeking an IT Support Specialist for our Boston location. The IT Support Specialist provides both ad-hoc and planned training and support to end users across our national firm. The primary focus is on the end user and ensuring their needs are met so they can effectively use technology to perform their jobs.
This position requires excellent customer service, communication, problem-solving, and training skills, as well as expert-level mastery of Microsoft Office. The IT Support Specialist works closely with other IT team members in one or more offices, Subject Matter Experts (SMEs) across functional roles, the firm’s Training Coordinator, the HR Department, and the Administrative Managers. This role may at times be called upon to present training to leadership or large audiences, virtually or in person.
The following set of success factors describes the characteristics of those who thrive in our firm:
- Helpful, congenial, personable, positive
- Unpretentious, approachable, respectful, team-oriented
- Accountable, takes ownership, corrects mistakes
- Organized, timely, confidential, responsive (within 24 hours)
Essential Job Functions:
- Provide support for all end-user technical and application software issue resolution
- Monitor the ticketing system to ensure timely resolution or appropriate escalation of incidents
- Collaborate with the IT team, HR, and administrative management to support initiatives and drive user satisfaction
- Communicate effectively with attorneys, staff, clients, and vendors
- Provide support and training for VOIP & softphones, unified collaboration systems, and video conferencing systems
- Administer Active Directory and Office 365
- Support technology rollouts, identify technical needs, and communicate them effectively to firm leadership
- Accurately document IT service requests and contribute to IT processes and policies
- Maintain positive relationships with vendors, escalating issues to the IT Support Manager when needed
- Assist with office setups and relocations under tight timelines (desktop/user setup, printing, application support, etc.)
- Perform additional duties as assigned
Education, Experience, and Skills:
- High School Diploma required; Bachelor’s Degree in IT or IS preferred
- iManage or Document Management System experience preferred
- Five or more years’ experience as an IT Support Specialist in a professional services environment
- Expert-level proficiency with Microsoft Office Suite, particularly Excel, Word, and Outlook; strong knowledge of OneDrive, Teams, and SharePoint
- Experience in training and development highly desired
- Law firm experience a plus; working knowledge of the legal process preferred
- Demonstrates patience and a strong ability to empower users toward self-sufficiency
- Self-motivated, capable of working with minimal supervision once trained
- Flexibility to work outside of business hours and overtime as required
- Travel to support locations and other offices may be required
Travel:
This position requires travel to assigned support locations and may involve travel up to 40% of the time. Reliable transportation is necessary. Business mileage will be reimbursed at the IRS rate.
What We Offer You:
- Competitive compensation
- Comprehensive benefits package including medical, dental, and vision
- HSA and FSA plans available for employees and dependents
- Work-life balance
- Generous PTO policy
- 401(k) plan with a 3% employer Safe Harbor contribution
- Firm-paid life insurance and long-term disability
- Employee Assistance Program
- Year-end bonuses and referral fee programs
EEO Statement:
Freeman Mathis & Gary, LLP (FMG) is committed to providing equal employment opportunity to all applicants and employees by maintaining a workplace free of discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or other protected group status as provided by law. FMG complies with all applicable federal, state, and local laws. Employment is dependent on the successful completion of a background check and drug screening.
