IT Service Desk Senior Support Specialist (Hybrid)

Holland & Knight; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking firm as an IT Service Desk Senior Support Specialist, where you'll provide essential technical support in a dynamic environment. This role offers the chance to engage with a diverse user base, troubleshoot various hardware and software issues, and contribute to the overall success of the firm. You'll not only enhance your technical skills but also develop your customer service expertise in a collaborative team setting. With a focus on professional growth and comprehensive benefits, this position is ideal for those looking to make a significant impact in their career.

Benefits

Comprehensive Medical Plans

Dental and Vision Insurance

401(k) with Profit Sharing

Paid Time Off

Short and Long Term Disability Insurance

Health Advocacy Services

Behavioral Health Resources

Backup Dependent Care

Senior Care Planning Support

Pre-tax Transit and Parking Program

Qualifications

• 4+ years of experience in help desk support.
• Strong customer service and communication skills required.
• Basic Technical Certification preferred.

Responsibilities

• Provide technical support for users via phone and email.
• Troubleshoot hardware/software issues and log activities.
• Assist with user onboarding and offboarding tasks.

Skills

Tier I & II Help Desk Support

Customer Service

Analytical Skills

Problem Solving

Communication Skills

Technical Certifications (A+, MCP)

Knowledge of Mobile Devices

Microsoft Office

Education

Bachelor's Degree

Tools

Ticket Tracking System

Microsoft Windows

Apple (MAC)

Job description

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 Brandon, FL (Tampa Bay area).

Description:

We are currently seeking an IT Service Desk Senior Support Specialist to join our team. This is an excellent opportunity to work in a dynamic, fast-paced environment and contribute to the ongoing success of our Firm. The IT Service Desk Senior Support Specialist will provide courteous, professional customer service and technical assistance and assist the user community and other IT personnel to troubleshoot, maintain, and resolve computer hardware and software issues. This role requires participation in an on-call weekend team and working hours from 12:00 – 9:00 pm EST, Monday - Friday.

Key Responsibilities Include:

• Perform all User Changes functions on a daily basis, which includes user onboarding & offboarding and the activation, deactivation, and editing of Active Directory accounts.
• Process requests for remote access and mailbox access by following defined firm protocols, which include securing and appropriately documenting approvals for access.
• Provide telephone and email support for all corporate users of computer software, hardware, peripherals and networks.
• Provide guidance to IT Service Desk Support Specialists who need assistance with troubleshooting of incidents.
• Grant access, change, and reset passwords.
• Learn all internal business applications and provide general PC/network support (tier I & tier II support) and general application support to a distributed user base.
• Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
• Identify, troubleshoot, resolve, and escalate issues related to computer hardware, software, and related equipment installation and configuration.
• Log all calls and activities accurately in a ticket tracking system.
• Update and/or establish appropriate documentation for all work functions and responsibilities.
• Handle special projects and additional duties as assigned.
• Writes and/or contributes to KB articles.
• Must attend HDI or related training within 1 year (Desktop Advanced Support Technician or A+ Certification).
• Special projects and additional duties as assigned.

Qualifications:

• 4+ years’ experience performing tier I & tier II help desk support working as part of a corporate help desk/IT team
• Basic Technical Certification (A+, networking, MCP, etc.)
• 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
• 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

Minimum Education:

• Bachelor’s degree

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 is a list of just some of 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; pre-tax transit and parking program; 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.

Benefits may vary by position and office.

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.

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.