IT Support Associate (L1)

Description

Witherite Law Group is a personal injury law firm specializing in motor vehicle accidents. Our vision is to improve the life of each person we serve. Whether it is for our employees, our clients, or our community, WLG puts people first, provides unmatched expertise, and displays integrity in every situation.  

Our attorneys and staff are committed to helping injured clients get the care and service they deserve. We take care of the complex legal work so that our clients can focus on recovery and getting their lives back. We are determined to help our clients get the settlement they deserve, and we will be by our client’s side every step of the way.  

This firm is a Top 100 Places to Work recipient and a National Top Workplace honoree. We are proud of these achievements and honored to be among this prestigious list of companies. Our culture is special. But you can’t just take our word for it...apply today and join the WLG family.  

Job Summary: 

The IT Support Associate (L1) is responsible for providing first-level technical support to end-users, ensuring the smooth and efficient operation of IT services. This role involves troubleshooting hardware and software issues, providing timely resolutions, and escalating complex problems to higher-level support when necessary. The IT Support Associate (L1) plays a crucial role in maintaining user satisfaction and the overall functionality of IT systems. 

Key Responsibilities: 

• Provide first-level support for hardware, software, and network issues to end-users. 
•  Diagnose and resolve technical issues promptly, ensuring minimal disruption to user operations. 
•  Identify and escalate complex technical problems to higher-level support or specialized teams as needed. 
•  Maintain accurate records of support requests, troubleshooting steps, and resolutions in the ticketing system. 
• Assist users with IT-related queries and provide training on basic IT functions and systems. 
•  Monitor IT systems and infrastructure to identify potential issues and take preventive actions. 
• Work closely with other IT team members to ensure coordinated and efficient support services. 
   

Success Criteria: 

•  High user satisfaction and positive feedback regarding support services. 
•  Efficient resolution of support requests within established service level agreements (SLAs). 
•  Accurate and timely documentation of support activities and resolutions. 
• Effective collaboration with higher-level support and other IT teams.

Scope of Work: 

• Provide support to end-users across the organization, handling a variety of IT-related issues. 
• Operate within the IT support framework, adhering to best practices and company policies. 
• Participate in ongoing training and development to enhance technical skills and knowledge. 

Reporting/Collaboration: 

• Reports to: Director of IT Services
• Collaborates with: DAL IT Analyst (L3), DAL IT Support Specialist (L2), ATL IT Support Specialist (L2), and other IT support and infrastructure team members. 

Required Qualifications: 

•  Basic understanding of computer hardware, software, and network systems. 
•  Strong problem-solving and troubleshooting skills. 
• Excellent communication and interpersonal skills. 
•  Ability to work effectively in a team-oriented environment. 
•  Proficiency in using IT support tools and ticketing systems. 

Preferred Qualifications: 

•  Previous experience in an IT support role. 
•  Certifications in relevant areas (e.g., CompTIA A , ITIL Foundation). 
•  Familiarity with IT support best practices and frameworks. 

Working Conditions: 

• Primarily office-based with the possibility of remote support tasks. 
• Requires the ability to work flexible hours, including evenings and weekends if necessary. 
• Occasional travel to different office locations may be required. 

Physical Requirements: 

• Ability to sit for extended periods and use a computer. 
• Occasional requirement to stand, walk, and reach with hands and arms. 
• Must be able to lift and move items up to 20 pounds occasionally. 

Disclaimer: 

Please note that this job description is subject to change with or without prior notice, and that a reasonable accommodation may be requested to perform the essential functions of the job. Witherite Law Group is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals regardless of race, age, gender, color, sexual orientation, gender identity, marital status, disability, national origin, ethnic origin, military service status, or any protected class.