Hybrid IT Operations Support Specialist – Client‑Focused Troubleshooter

beneschlaw; Cleveland (OH); On-site; USD 62,000 - 77,000; Full time

Benefits offered by this job

Discretionary bonus

Benefits package

Job summary

Benesch in Cleveland is seeking an IT Operations Support Specialist to be the go-to person for all IT issues, delivering a positive client experience while engaging the IT team for input and strategy. You will support core business applications, email, remote access, and mobile device usage across Windows platforms.

The role emphasizes troubleshooting, customer service, and collaboration with a multi-office IT team. Occasional travel and potential evening/weekend work are possible.

Qualifications

• The IT Operations Support Specialist must possess a high school diploma.
• A Bachelor's degree in computer science or 5 years of equivalent work experience is preferred.
• Desktop and applications delivery knowledge/experience is a plus.
• Work experience and/or certifications that represent a solid core technology foundation.
• Desktop support knowledge, which includes MS 365 (Azure, Entra, Exchange etc.) Active Directory, mobile and RDP/VPN support, Office 2016/365, Webex, Zoom, Teams, Web/Video Conferencing, Windows 10/11 on a variety of hardware, is required.
• Previous Desktop Legal applications knowledge or background is a plus.
• Strong and effective communication and interpersonal skills are required.
• Must possess an excellent customer service attitude and the ability to work well with clients, the IT team and other groups.
• Ability to balance client outcomes amongst competing demands is a must.
• Occasional evening and weekend work may be required, with minimal advance notice.
• Occasional travel for education and other office visits may be required.

Responsibilities

• Communicates with all internal and external clients via phone, email, chat and direct in-person engagement.
• Willingness to engage on any technology request, gather relevant factors to facilitate a meaningful outcome (or agreeable next step).
• Serves as a liaison to training/learning. Help to translate needs, targets and timing.
• Dynamically prioritizes tasks and delivery targets while maintaining proper awareness with team/lead.
• Utilize solid troubleshooting and client-based outcome methods to own the support experience.
• Identify and communicate roadblocks, challenges and opportunities to our team in regard to increasing the leverage of technology. Be a technology advocate.
• Assists in team support of a multi-office environment with a diverse population of users and modern mix of Windows platforms (W10/W11), Video/Web Conferencing use, unified communications tools and BYOD devices.
• Occasional direct communication with specific software or hardware vendor support.
• Works to evolve personal technology skillset, shares critical knowledge and challenge colleagues in improving overall firm technology experience.
• Ability to re-create user scenarios to analyze outcomes/improvements on supported user desktops applications, gather user input and feedback for best path.
• Occasional travel for education and other office visits may be required.
• Able to digest, follow and advise users on established firm security and privacy standards/protocols. Advancing own security skillset and mindset is integral.
• Adheres to the strictest privacy and confidentiality standards with regards to documents, emails, content, passwords, logins, systems, security measures, business insights, etc.
• Performs other duties and projects as assigned

Skills

Communication skills

Customer service

Troubleshooting

Education

Bachelor's degree in computer science

5 years of equivalent work experience

Tools

MS 365

Azure

Entra

Exchange

Active Directory

Webex

Zoom

Teams

Video Conferencing

Job description

Benesch in Cleveland is seeking an IT Operations Support Specialist to be the go-to person for all IT issues, delivering a positive client experience while engaging the IT team for input and strategy. You will support core business applications, email, remote access, and mobile device usage across Windows platforms.

The role emphasizes troubleshooting, customer service, and collaboration with a multi-office IT team. Occasional travel and potential evening/weekend work are possible.