IT User Support Specialist

Position Summary:
The IT User Support Specialist provides technology-related consultation and support in an office environment, including the deployment, administration, and support of technology systems essential to the day-to-day business operations. The IT User Support Specialist works as part of a team managed jointly by an IT User Support Supervisor and IT User Support Manager (or other department leader), along with the local office Business Director.
Duties & Responsibilities:
Supports computer hardware and software, and maintains computer hardware asset inventory
Oversees system setups, breakdowns, and office moves
Supports conference room services with video conferencing, AV setups, and take-downs
Supports mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system
Supports telephone and voicemail systems
Tracks user support requests and system failures
Escalates more complex issues to advanced support service teams and communicates with end users
Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems
Performs preventative and routine maintenance
Procures miscellaneous technology supplies
Coordinates with IT vendors and other departments
Works with core IT teams on implementation and support of technology rollouts and projects
Recognizes and makes recommendations for training where opportunities exist to address common support issues
Skills & Competencies:
Strong attention to detail and the ability to multi-task in a fast-paced, high pressure, deadline-oriented environment to achieve business goals and objectives
Provides outstanding client service, meets high quality standards for services, and meets or exceeds client expectations; proactive in seeking innovative ways in which to help others
Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team
Excellent interpersonal and communication skills (oral and written), professional demeanor, and presentation
Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment
Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions
Qualifications & Prior Experience:
High school diploma or equivalent required; Bachelor’s degree preferred
Previous experience providing technological support in a professional office environment
Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals required
Experience with networking devices, cabling, and associated troubleshooting preferred
Prior use of an incident tracking system required
Experience with Windows 11 operating system, settings, limitations, tweaks, and maintenance procedures required
Experience troubleshooting and supporting iOS, Android, and other mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system preferred
Experience with common law firm tools such as email archiving and document management systems preferred
Experience with Microsoft Office 365 required
Experience with iManage preferred
Experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment strongly preferred
Experience with remote access such as Citrix, VPN, and Remote Desktop preferred
Physical Requirements:
While performing the duties of this job, the employee is occasionally required to move from workstation or desk throughout the work area to work independently or with a team to meet with colleagues and retrieve work assignments
This position may also be sedentary and require the employee to sit for extended periods of time
Requires manual dexterity to dial a telephone, enter data into a computer, handle objects, and operate tools
Must be able to bend, stoop, and lift as necessary for equipment installations, workstation set-ups, and other physical activity as required