IT Support Senior Specialist

Holland & Knight; Atlanta (GA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, dental and vision plans

Life and AD&D insurance

Short and long-term disability

FSAs and HSAs

401(k) with profit sharing

Paid holidays and PTO

Job summary

Holland & Knight is seeking an IT Support Senior Specialist based in Atlanta to provide technical support for attorneys and staff. This on-site role covers PCs, phones, AV equipment, peripherals and IT infrastructure, reporting to the IT Support Manager.

Responsibilities include incident documentation, escalation handling, event support, and collaboration with internal IT groups on projects. Requires strong customer service, teamwork, and travel as needed.

Qualifications

• Minimum education: Bachelor's Degree.
• 5+ years of corporate IT support experience.
• Experience with Windows 10, Office Suite (Outlook/Word) and escalated requests.
• Experience with Cisco VoIP and voicemail systems.
• Experience with Zoom and Microsoft Teams for web conferencing.
• Experience with iManage or IntApp Time in legal environments.
• Experience configuring printers and multifunction devices.
• Experience using ServiceNow for IT incidents.
• Strong customer service orientation and communication skills.
• Willingness to travel and work onsite at Holland & Knight offices.

Responsibilities

• Support all PCs, phones, IT peripherals and IT infrastructure in the office.
• Document work in IT incident ticketing system thoroughly.
• Provide support to escalated incidents and Service Desk staff.
• Provide technical support during events, conferences and meetings, on site and off site as needed.
• Support office administration activities, projects and priorities as assigned.
• Collaborate with internal IT groups during projects and activities.
• Respond to outages in the office (power, HVAC, network).
• Identify, evaluate and promptly escape problems and major incidents.
• Special projects and additional duties as assigned.

Skills

Windows 10

Office Suite (Outlook/Word)

Cisco VoIP

Video conferencing (Zoom, Teams)

Mobile devices (iOS/Android)

ServiceNow

Networking

Printer/MFD support

Legal apps (iManage, IntApp Time)

Customer service

Education

Bachelor's Degree

Tools

ServiceNow

Cisco VoIP

Zoom

Microsoft Teams

iManage / IntApp Time

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 Atlanta, GA. Description: The IT Support Senior Specialist will be responsible for providing technical support to attorneys and staff. This is an on-site position that supports all PCs, phones, AV equipment, IT peripherals and IT Infrastructure in the office. The position reports to an IT Support Manager.

Key Responsibilities

• Support all PCs, phones, IT peripherals and IT infrastructure in the office
• Document work in IT incident ticketing system thoroughly
• Provide support to incidents that are escalated from IT Technicians and Specialists and the Service Desk Coach and support IT Technicians and Specialists
• Provide technical support during events, conferences and meetings, on site and off site as needed
• Support office administration activities, projects and priorities as assigned
• Participate with internal IT groups during projects and activities
• Respond to power, HVAC, network and other outages, planned and unplanned in the office
• Identify, evaluate and promptly escape Problems and Major Incidents
• Special projects and additional duties as assigned

Qualifications

• Total of 5+ years' within a Corporate environment and technical support experience
• Demonstrated experience supporting and troubleshooting Microsoft Windows 10, Microsoft Office Suite, especially Outlook and Word - especially escalated requests
• Experience supporting and troubleshooting Cisco VoIP phone and voicemail system
• Experience supporting and troubleshooting web conferencing - especially Zoom and Microsoft Teams
• Experience using and supporting Apple and Android mobile devices and OSes
• Experience with one or more legal industry applications, especially iManage, IntApp Time, or others used by Holland & Knight
• Experience configuring and supporting printers and multifunction devices
• Experience using ServiceNow to log IT Incidents
• Network troubleshooting knowledge
• General experience with server/network rooms (patching network equipment, racking servers, evaluating power and cooling issues.)
• Experience supporting and troubleshooting audio-visual equipment
• Strong customer service orientation, with a can-do attitude and follow-through skills
• Strong and proven analytical and problem solving skills
• Ability to work well with others in a team environment with minimum or no supervision
• Excellent overall written and oral communication skills
• Ability to comfortably and independently write technical instructions and project documentation
• Ability to communicate comfortably and effectively with all firm personnel, including IT Support personnel or a group of attorneys and/or staff
• Desire and ability to learn new software and hardware
• Possess Subject-Matter-Expertise in functions, applications, or areas of need for the User Services team
• Capable of leading an internal specialty support team and/or the IT Support role on a major project
• Experience with IT vendor management
• Capable of traveling for business and working in different Holland & Knight sites independently
• Capable of lifting and moving equipment weighing as much as 50 lbs.
• Ability to work onsite at Holland & Knight offices
• Minimum Education: Requires a Bachelor’s Degree
• IT Certifications (ITIL Foundations, A+, etc.) or demonstrated equivalent experience

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 [e-mail].

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.

Holland & Knight is proud of having built one of the largest, most respected law firms in the world today. Holland & Knight has been advising clients for more than 130 years and has approximately 2,200 lawyers across the U.S. and in five international offices. Holland & Knight services clients globally. Known for our extraordinary legal service to clients, our culture of excellence, and our commitment to the communities in which we work, we are a firm of people who truly believe in what we do. We invite you to experience what Holland & Knight has to offer. It takes more than lawyers to build a great law firm and, as a result, the firm employs more than 1,700 business professionals. Business professionals play a pivotal role in the firm by planning and implementing strategic initiatives to enhance the firm’s capabilities and drive growth. The firm employs business professionals in many different areas, including technology innovation, pricing, business development, finance, talent acquisition, marketing, information governance, cybersecurity, information technology, talent development, compliance, office administration, communications, and project management, just to name a few. Additionally, the firm employs many paralegals and practice assistants who directly support our lawyers and clients. Together, these roles form the infrastructure that allows our lawyers to focus on providing exceptional client service.