User Support Specialist

Troubleshoot technology problems in a diverse user community utilizing a variety of communication and technical troubleshooting skills to comprehend and disseminate information.

 SPECIFIC DUTIES:

• Solve technical problems on the use of computer systems, software, printers, scanners, audio visual equipment, networked hardware and other technology.
• Provide technical solutions, recommendations, support, and general information to users.  Collect performance data and utilize the information to identify, predict, interpret and evaluate system problems.  Diagnose problems and replace defective components.  
• Receive work assignments, record problems, and input solutions into the department tracking system. 
• Collaborate with and take instructions from Network Administrators and participate in technology projects.  Serve as a technical support liaison between the IT and other departments.
• Communicate with Firm personnel on initiatives on an individual basis.
• Development of training materials and documentation of processes.

REQUIREMENTS: Requires experience in technical support.  Must be proficient with current Microsoft OS and common software systems. Must be able to perform duties accurately and independently. Must be able to prioritize tasks and meet deadlines. Must be able to work with professionals and staff in person or over the phone, in a courteous, pleasant, professional, and efficient manner.

PHYSICAL REQUIREMENTS:  The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, it is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and see, talk or hear. The associate is frequently required to stand, walk, carry or pull. The associate may be required to climb, bend or squat on occasion. The associate must regularly lift and/or move 20-35 pounds and occasionally lift or pull 35-80 pounds.

EDUCATIONAL/EXPERIENCE REQUIREMENTS: Requires a Bachelors’ degree or related work experience. Requires at least 2 years of customer support experience. Experience in a law firm setting and the following technologies a plus:

Virtual Desktop and Server Management (VMWare, Horizon, Citrix, MicroSoft AVD, DMS systems (iManage, NetDocs, Opentext), Office 365 and Azure AD

Hours are 8:30 – 5:00.  Must be available for overtime, as needed.  This position will be on site, then transition to a hybrid position.

Salary range:  $45,000 to $70,000 annually.  The firm offers many benefits, including 401k, medical insurance with prescription coverage, HSA, FSA, dental insurance, vision insurance, EAP, group and supplemental life insurance, long-term care, STD, LTD, individual disability income protection, critical illness, accident, pet and legal insurance, and onsite parking.

Salary

• $45,000 - $70,000/year