IT Support Specialist I (Night Shift)

TEKsystems; Los Angeles (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading IT support firm in Los Angeles is seeking an IT Support Specialist I to resolve technical issues for the firm's staff and attorneys. This role entails providing telephone and email support and managing incidents through a ticketing system. Ideal candidates should have at least one year of experience in a law firm, proficiency in Microsoft Office, and exceptional communication skills. The firm offers a dynamic work environment focused on customer service.

Qualifications

• Minimum 1-year experience supporting technology in a law firm.
• Ability to install and support Dell computer hardware.
• Ability to maintain a high level of confidentiality.

Responsibilities

• Resolve end-user calls for applications and hardware issues.
• Monitor incident queue and resolve assigned IT incidents.
• Maintain a 1:1 call to ticket ratio.

Skills

Expert proficiency in Microsoft Office Suite

Proficiency with document management systems

Expert proficiency supporting Microsoft Windows

Excellent communication skills

Ability to troubleshoot Microsoft Windows 10

Education

Bachelor's Degree or 2-year IT Support experience

Job description

POSITION TITLE: IT Support Specialist I
REPORTS TO: Director of Helpdesk and Support Services
LOCATION: Los Angeles Office

OTHER KEY RELATIONSHIPS: The IT Support Specialist I work directly with attorneys, staff, professional managers and firm directors as the frontline point of contact for the firm. The IT Support Specialist I have regular interactions with the IT staff at all levels of the organization, including IT Directors and the firm's CIO, as it relates to operations, support and technology Improvements.

POSITION SUMMARY: The IT Support Specialist I is a critically Important role situated in the IT Department and first reachable asset for IT support issues and requests. They are at the frontline for telephone and email support of all firm-authorized technology and related-services including troubleshooting and resolving technical problems.

KEY RESPONSIBILITIES

• Resolve end-user calls presented by phone, email, or face-to-face interactions, including issues with applications, computer hardware, printers, mobile devices, telephones, and basic network access.
• Monitor incident queue dashboard and resolve all assigned IT incidents using ServiceNow ticketing system.
• Workload average of 25-35 incidents per day.
• Escalate incidents to Level II or appropriate support teams when needed.
• Be the single point of contact for end users by following up on open incidents with escalation teams.
• Maintain a 1:1 call to ticket ratio.
• Knowledge share by creating or modifying knowledgebase entries.
• Maintain the highest level of customer service.
• Ability to work independently as well as a team player.

PERIODIC RESPONSIBILITIES

• Work with IT team members on testing software applications, firm deployed Images and updating technical documentation.
• Perform additional duties and functions as requested.

CANDIDATE QUALIFICATIONS

MINIMUM REQUIREMENTS

• Minimum 1-year experience supporting technology in a medium to large law firm
• Expert proficiency in the Microsoft Office Suite 2013/2016/2019/365, particularly Word.
• Proficiency with commonly used legal applications including document management systems, legal template and numbering software, document comparison software, timekeeping software, and Adobe Acrobat Professional.
• Expert proficiency supporting Microsoft Windows, including performance and connectivity issues.

DESIRED QUALIFICATIONS

• Bachelor's Degree or 2-year IT Support environment experience.
• International law firm experience preferred.
• Ability to install, service and support Dell computer hardware.
• Ability to support maintenance activities in Active Directory, including changes to user accounts.
• Ability to administer distribution lists, mobile devices and mailboxes within Microsoft Exchange Administrator console.
• Experience troubleshooting Microsoft Windows 10.
• Excellent communication and organizational skills, including the ability to interact effectively with a diverse range of customers in a calm and professional manner at all times, particularly under pressure.
• Ability to quickly learn new software applications and legal-specific software packages.
• Excellent time management, prioritization and organizational skills, including the ability to manage multiple assignments simultaneously and work effectively in a fast-paced and high-pressure environment.
• Team player with a strong sense of customer service.
• Reliable and consistent attendance.
• Ability to maintain a high level of confidentiality.
• Ability to speak multiple languages preferred.

Quinn Emanuel Urquhart & Sullivan, LLP is a Los Angeles based business litigation firm with 800+ lawyers in 23 offices around the globe.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.