IT Service Desk Support Senior Specialist

We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success.

This position is based in the Firm's global operations center in Tampa, FL.

General Description:

We are seeking an IT Service Desk Support Senior Specialist to join our team. The IT Service Desk Support Senior Specialist will provide courteous, professional customer service and technical assistance, as well as assist the user community and other IT personnel to troubleshoot, maintain and resolve computer hardware and software issues.

Key Responsibilities and Essential Job Functions:

• Perform all user changes functions daily, including user onboarding and offboarding, and managing Active Directory accounts (activation, deactivation, editing).
• Process requests for remote access and mailbox access according to defined firm protocols, ensuring secure documentation of access approvals.
• Provide telephone and email support for corporate users of computer software, hardware, peripherals, and networks.
• Offer guidance to IT Service Desk Support Specialists needing assistance with incident troubleshooting.
• Grant access, change, and reset passwords.
• Learn internal business applications and provide general PC/network support (tier I & tier II) and application support to a distributed user base.
• Serve as the initial point of contact for troubleshooting PC and printer hardware/software issues.
• Identify, troubleshoot, resolve, and escalate issues related to computer hardware, software, and equipment installation/configuration.
• Accurately log all calls and activities in a ticket tracking system.
• Update or establish appropriate documentation for all work functions and responsibilities.
• Write and/or contribute to knowledge base articles.
• Must attend HDI or related training within 1 year (Desktop Advanced Support Technician or A+ Certification).
• Special projects and duties as assigned.

Required Skills:

• Strong customer service, can-do attitude, with good follow-through skills.
• Excellent written and verbal communication skills.
• Possess proven analytical and problem-solving skills.
• Work well with others in a team environment requiring minimal supervision.
• Ability to successfully manage multiple priorities.
• Keen interest and ability to learn new software and hardware.

Required Qualifications & Education:

• 4+ years’ experience performing tier I & tier II service desk support working as part of a corporate help desk/IT team.
• Basic Technical Certification (A+, networking, MCP, etc.).
• Knowledge of mobile devices, including iPhone and Android devices.
• Advanced knowledge of desktop computer hardware and software, including Microsoft Office; experience with a variety of platforms and systems including, Microsoft Windows and Apple (MAC).
• Knowledge of mobile devices, including iPhone and Android devices.

Physical Requirements:

• Ability to sit or stand for extended periods of time.
• Moderate or advanced keyboard usage

Benefits: Our goal is to promote a work environment in which individuals have access to the resources they need to be their best both professionally and personally, which includes resources that encourage individuals to focus on their health and well-being.

Below are the benefits we offer: comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners; life and AD&D insurance; short and long term disability insurance; tax-advantaged accounts for health care expenses, including FSAs and HSAs; FSAs for dependent care; health advocacy services; behavioral health and counseling resources for all family members; 401(k); profit sharing; backup dependent care; senior care planning support; resources for individuals with development disabilities and their caregivers; and paid holidays and other paid time off, including paid leave for new parents.

Holland & Knight is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth or related conditions, transgender status, and sexual orientation), national origin, age, disability, genetic information, veteran status or any other factor prohibited by law.

Applicants who are interested in applying for a position and require an accommodation during the process should contact ApplicantAccommodations@hklaw.com.

Personal Information collected from applicants will be used for the purpose of processing the application throughout any recruitment or employment process, as well as inclusion in a personnel file. Categories of data collected may include name, address, phone numbers, email, Social Security Number, and signature. Holland & Knight may collect further information if you consent to a background check. This includes criminal background, employment, and certifications. Please visit Legal Information Portal for Holland & Knight LLP’s privacy policies.