Technical Support Specialist

The Technical Support Specialist is a key member of our User Experience (UX) team as our front-line support team is critical to improve the end user experience and drive IT support excellence. This non-exempt position is responsible for providing desk-side hardware and software support, video conference support and basic network support to attorneys and staff. This individual will also support a variety of wireless and handheld devices. Essential Duties

• Hardware and software setup and support including handheld devices.
• Video Conference support. This includes conference room technical setup, maintenance, room preparation, call initiation and lawyer/user assistance before and during video conferences as required.
• Analyze/resolve problems with desktop/laptop hardware, OS, & applications software.
• Tier 2 troubleshooting on the desktop/laptop hardware and software, operating system, and firm’s software applications: MS Office, NetDocuments, Google Chrome, Internet Explorer, Elite, PDF, InterAction, Zoom and any other firm applications.
• Basic software troubleshooting on the applications used at the firm including but not limited to: Microsoft Office Suite, Internet Browsers, Accounting, PDF, Contact Management and the firm’s Document Management System.
• Printer, scanner, video conferencing and projector support.
• Assist Engineers in troubleshooting onsite issues.
• Understand user application needs and growth of our Firm’s application offerings.
• Communicates appropriately regarding resolution and ensures that the appropriate documentation is completed after each incident.
• Tier 1 subject matter expert (SME) on our firm applications.

Other Duties

• Assist with hardware inventory including laptop checkout duties.
• Assist laptop users with remote “road warrior” skills, such as use of remote desktop and VPN access.
• Create and update tickets using the HelpDesk ticketing database.
• Assist with maintaining IT inventory.
• Point of contact for I...