IT Operations Support Specialist

Benesch, Friedlander, Coplan & Aronoff; Cleveland (OH); On-site; USD 62,000 - 77,000; Full time

Benefits offered by this job

Discretionary bonus

Benefits package

Job summary

Benesch, Friedlander, Coplan & Aronoff in Cleveland seeks an IT Operations Support Specialist to be the go-to person for technology questions across the office. You will troubleshoot, resolve issues, and support a mixed Windows environment with conferencing tools and BYOD devices.

The role emphasizes customer service, clear communication, and timely problem resolution, with occasional travel and after-hours work. A solid tech foundation and collaborative mindset are essential.

Qualifications

• High school diploma or better with a computer science background preferred.
• Bachelor's degree in CS or equivalent experience preferred.
• Solid desktop and applications delivery knowledge and experience.

Responsibilities

• Communicates with clients via phone, email, chat, and in-person.
• Prioritizes tasks and delivers timely outcomes.
• Liaises with training/learning to translate needs and timing.
• Supports Windows environments and conferencing tools.
• Occasional travel to other offices for duties.

Skills

Customer service

Communication

Teamwork

Problem-solving

Education

Bachelor's degree in Computer Science

High school diploma

5 years of equivalent work experience

Tools

MS 365

Active Directory

Webex

Zoom

Teams

VPN/RDP

Windows 10/11

Office 2016/365

Video Conferencing

Job description

Who We Are

At Benesch we pride ourselves on exceeding expectations and building trust not only with our clients but with our employees - Benesch's #1 asset. Committed to providing not only the highest level of legal service to our clients, Benesch also aspires to create a positive work environment for our employees. Our Firm continues to earn placement on Chicago and Cleveland's Top Workplaces list, along with Cleveland's NorthCoast 99 Top Workplaces rankings. We also continue to advance on the AmLaw 125 list, placing us among the top 125 law firms in the country.

Working with Us - Come and "Be Benesch!"

We are one of the fastest growing firms in the nation, and have offices in Chicago, Cleveland, Columbus, Miami, New York City, San Francisco, and Wilmington. We continue to expand our geographic footprint and value the talent that comprises each of our locations. If you are someone who champions a First in Service approach and are ready to be part of an exciting and growing Firm, we would invite you to apply to join our team.

Want to know more? To hear from some of our team, click here: https://www.beneschlaw.com/careers/index.html

IT Ops Support Specialist in our Cleveland office!

Position Summary:

Do you find excitement in being the "go to" person for all things IT? Do you have a passion for troubleshooting and resolving people's technology problems? Then you may be interested in our IT Ops Support Specialist position. This role is perfect for the individual looking to play a crucial role in Benesch's Cleveland office.

Essential Functions:

1. Communicates with all internal and external clients via phone, email, chat and direct in-person engagement.
2. Willingness to engage on any technology request, gather relevant factors to facilitate a meaningful outcome (or agreeable next step).
3. Serves as a liaison to training/learning. Help to translate needs, targets and timing.
4. Dynamically prioritizes tasks and delivery targets while maintaining proper awareness with team/lead.
5. Utilize solid troubleshooting and client-based outcome methods to own the support experience.
6. Identify and communicate roadblocks, challenges and opportunities to our team in regard to increasing the leverage of technology. Be a technology advocate.
7. 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.
8. Occasional direct communication with specific software or hardware vendor support.

Additional Responsibilities:

1. Works to evolve personal technology skillset, shares critical knowledge and challenge colleagues in improving overall firm technology experience.
2. Ability to re-create user scenarios to analyze outcomes/improvements on supported user desktops applications, gather user input and feedback for best path.
3. Occasional travel to other offices to perform defined operational duties.
4. Able to digest, follow and advise users on established firm security and privacy standards/protocols. Advancing own security skillset and mindset is integral.
5. Adheres to the strictest privacy and confidentiality standards with regards to documents, emails, content, passwords, logins, systems, security measures, business insights, etc.
6. Performs other duties and projects as assigned

Privacy and Confidentiality:

Security and Privacy are core components of our Firm and client delivery. Due to the nature of your employment, you will be exposed to various documents, emails, content, passwords, logins, systems, security measures, business insights, etc. Everything is deemed private and confidential unless expressly directed by approved firm parties to share, use or disseminate. Never share data with outside parties without proper consent, access vetting and secure delivery.

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.

The salary range for this position is $62K to $77K.

Please note that quoted salary ranges are based on Benesch's good faith belief at the time of the job posting and are not a guarantee of what final salary offers may be. Base pay is based on market location and may vary depending on job-related knowledge, skills, and experience. Base pay is only one part of the Total Rewards that Benesch provides to compensate and recognize our staff professionals for their work. Full-time positions are eligible for a discretionary bonus and a comprehensive benefits package.

Benesch is an equal opportunity employer. We strongly value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact Christine Watson by phone at 216-363-4578 or email at [e-mail].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities