Systems Support Specialist

Summary

Join our team as a skilled IT professional responsible for resolving workstation issues and providing comprehensive end-user support. You will act as a resource for other IT groups, offering assistance with workstations, applications, and testing. Your responsibilities include providing on-site and remote support for firm-provided hardware and software, managing multimedia meeting support, and responding to technical support requests. You will also track and document issues, work with staff to ensure effective technology use, and perform diagnostic tests to resolve system problems. This role requires a proactive approach to problem-solving, excellent communication skills, and the ability to work both independently and collaboratively within a team.

Requirements

• 5+ years of experience in Windows workstation implementation, management, and support
• Current certifications in relevant technologies such as Microsoft Windows 10 MCSA, CompTIA Network+ and A+
• Experience using and supporting Windows; MS Office and MS Office 365; SharePoint, Teams, Zoom, and Skype for Business; and document management systems such as NetDocuments required
• Basic knowledge of Networking in an MS Server 2008 or 2012 environment required
• Experience with basic laptop and printer repairs and ability to replace basic components of a PC, Laptop, and Printer required

Responsibilities

• Resolve workstation issues throughout the organization to maximize firm-wide productivity
• Act as a resource to the other IT groups by assisting with workstation, application, and testing
• Provide on-site and remote end users support for all issues involving firm provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner
• Provide multimedia meeting support as necessary to assist the Audio/Visual Support team, including the support of projectors and video & teleconference systems in a timely and efficient manner
• Respond to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to assigned office IT GROUP e-mail alias
• Track, document, monitor, and complete all issues in IQ-track to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution
• Work with staff and attorneys to ensure that they understand how to use the technology tools available to them, to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues
• Provide comprehensive incident support for customers at varied locations, including in-person, remote, and home office (as needed), including rapid problem resolution followed by root cause analysis and knowledge transfer by notifying others as appropriate based on problem documentation and escalation procedures
• Run diagnostic tests to isolate system problems and make recommendations for potential solutions
• Install, maintain, and upgrade equipment and its associated infrastructure as needed; investigate hardware problems and perform repairs as necessary; respond to equipment setup requests in a timely and proficient manner
• Maintain inventories and interact with vendors as necessary to contract technology supplies and services
• Develop instructions and procedures for software installations and configurations, enabling knowledge sharing across the department
• Perform daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary, which may require short notice to travel to the office outside of normal business hours; participate in rotating on-call coverage with other team members
• May occasionally visit assigned offices to provide onsite assistance and inventory tasks as needed with short notice

Preferred Qualifications

• Experience using and supporting video conferencing equipment preferred
• Experience with Citrix, PGP, Elite, Carpe Diem, Aderant and Relativity is a plus