IT Support Specialist - Baltimore, MD

Baker Donelson; Baltimore (MD); On-site; USD 70,000 - 80,000; Full time

Job summary

Baker, Donelson, Bearman, Caldwell & Berkowitz, PC in Baltimore, MD seeks an IT Support Specialist (tiers 2/3). The role emphasizes customer-service oriented support, anticipating and resolving issues while optimizing computing resources.

You will provide second-level support for applications and hardware, train attorneys and staff, and participate in hardware/software updates. In-office only, Monday–Friday 8:00 AM–5:00 PM ET; base salary range is $70,000–$80,000.

Qualifications

• Minimum of two years of user support experience; law firm experience preferred.
• Experience supporting Microsoft Office, Windows and other core applications.
• Excellent verbal communication and interpersonal skills for interactions with clients, attorneys and staff.
• Ability to prioritize and execute tasks in a fast-paced environment; flexible for extended hours.

Responsibilities

• Act as second level IT support for users locally and firm-wide.
• Provide support for applications and hardware, including video conferences.
• Troubleshoot and resolve issues; document and track progress for timely resolution.
• Provide desk-side training to attorneys and staff on IT tools and processes.
• Assist in hardware or application pilot updates and deployments.
• Ensure visibility and support during outages by touring floors and assisting users.

Skills

User support

Customer service

Communication

Problem solving

Education

A+ certification

MCP

Tools

Microsoft Office

Windows

Job description

POSITION: IT Support Specialist

FLSA STATUS: Non-Exempt

DEPARTMENT: Information Technology

SUPERVISOR: IT Support Specialist Manager

Role Summary

Baker, Donelson, Bearman, Caldwell & Berkowitz, PC has an immediate opening in its Baltimore, MD office for an IT Support Specialist (tiers 2/3). Candidates must be customer-service oriented and proactive in anticipating and resolving issues while maximizing efficient use of computing resources.

Essential Duties And Responsibilities

• Act as second level support.
• Provide support for all applications and hardware.
• Troubleshoot, analyze, research, and resolve issues for users locally and firm wide.
• Provide 'just in time' desk-side training to attorneys and staff.
• Actively participate in and assist in the pilot of any hardware or application updates.
• Provide support for meetings and video conferences.
• Recognize sense of urgency and respond appropriately.
• Communicate and provide appropriate progress and status as necessary to user and management.
• Document, track, and monitor all issues to ensure a timely resolution.
• Proactively, on a regular basis, tour all floors to be visible to users and during outage situations in need of assistance.
• Act as a Subject Matter Expert (SME) on one or more software applications.
• Other responsibilities as required.

Knowledge, Skills, And Abilities Required

• Minimum of two years of user support or related experience. Law firm experience preferred.
• Experience supporting Microsoft Office, Windows and other legal specific core applications.
• Excellent verbal communication and interpersonal skills required to interact professionally with clients, lawyers, paraprofessionals, other staff members and outside vendors.
• Strong analytical and problem-solving skills.
• Technical certifications such as A+ and MCP a plus.
• Ability to effectively prioritize and execute tasks in a high-pressure, demanding, fast paced environment. Ability to work both in a team-based environment and independently.
• Ability to provide exceptional customer service at all times.
• Flexibility to work extended hours.
• Possible travel for rollouts and additional location support.
• Ability to lift PC equipment and desktop printers if necessary.

This position is in-office only, Monday-Friday from 8:00 AM - 5:00 PM ET.

The expected base salary range for this position is $70,000 to $80,000. Final compensation will be based on a variety of factors, including relevant experience, skills, education, and market considerations.

WORKING CONDITIONS

Normal office environment with little exposure to excessive noise, dust, extreme temperatures and the like.

Additional Info

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

All employees are required to comply with BDBCB's information privacy and security requirements including its acceptable use policy. Such requirements are dictated by laws and regulations, by professional standards and by the marketplace and are directly applicable to BDBCB as well as to BDBCB through its clients.