Technical Support Specialist I

Socket.dev; Lexington (KY); On-site; USD 42,000 - 62,000; Full time

Job summary

Socket.dev is seeking a Technical Support Specialist in Lexington, KY, on-site. The role provides end-user IT support across the firm’s footprint, resolving software and hardware issues and maintaining documentation in the Help Desk system.

The candidate should be proficient with Windows and Mac OS, Office 365, AD, Citrix, and remote access tools, with strong communication and teamwork within a professional services environment.

Qualifications

• Advanced knowledge of basic computer hardware including PCs, laptops and printers.
• Experience with desktop operating systems including Windows and Mac OS.
• Extensive application support of Microsoft Office Suite.
• Working knowledge of AD (users, groups, computers, domain).
• Experience with mobile devices and remote access tools.

Responsibilities

• Field incoming help requests from end users via telephone and Help Desk software.
• Provide support for firm software (Office, eDoc DM, CMS, PDF Converter, Change Pro, etc.).
• Provide support for firm hardware (PCs, phones, printers, copiers, dictation devices).
• Assist attorneys and paralegals with issues on owned devices.
• Record and track actions in the Help Desk system and ensure followups.

Skills

PC hardware

Printer knowledge

Windows OS

Mac OS

Active Directory

Citrix

Remote access

Office 365

Education

AAS/BSc IT

Job description

JOB TITLE:

Technical Support Specialist

STATUS:

Non-Exempt

LOCATION:

Lexington, Kentucky – ON SITE REQUIRED

SUMMARY:

Regional law firm with offices in Kentucky and Indiana, is searching for an exceptional candidate to provide Information Technology support across the Firm’s footprint. This includes receiving, prioritizing, documenting and actively resolving end user IT requests.

Duties and Responsibilities:

• Field incoming help requests from end users via both telephone and Help Desk Software in a courteous manner.
• Provide support for firm software (Office, eDoc DM, CMS, PDF Converter, Change Pro, etc.)
• Provide support for firm hardware (PC’s, phones, printers, copiers, digital dictation devices)
• Assist attorneys/paralegals in resolving issues with their owned devices.
• Record, track, and document in the Help Desk Software all actions taken.
• Learn appropriate software and hardware used and supported by the firm.
• Perform hands-on fixes at the desktop level.
• Perform post-resolution follow-ups to help tickets with the end user to verify completion.
• Provide on hand support for all Video and Telecommunications Conference Meetings.
• Maintain inventory for printers and copiers both black and white and color.
• Perform related duties consistent with the scope and intent of the position.

Knowledge, Skills and Abilities Required:

• Advanced knowledge of basic computer hardware including PCs, Laptops and Printers.
• Experience with desktop operating systems including all versions of Windows and working knowledge of Mac OS.
• Extensive application support of the Microsoft Office Suite.
• Working knowledge of AD, i.e. – users, groups, computers, domain, etc.
• Experience with mobile devices – iPhones, iPads
• Must have worked with remote access software such as Citrix.
• Working knowledge of wireless connectivity across devices.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills with strong documentation skills.
• Proven analytical and problem-solving abilities.
• Experience working in a team-oriented, collaborative environment.

Desired Experience:

• Proven experience as a Help Desk Technician within a professional services setting. Law Firm preferred.
• Exceptional oral communication skills.
• Excellent interpersonal skills, with focus on rapport-building and listening.

• Ability to collaborate with attorneys, paralegals and other legal assistants throughout the Firm to ensure best practices are applied across the organization.

Qualifications:

• Minimum 2+ years working in IT support/help desk situation preferred.
• Associates/bachelor’s degree in information technology or related field desired.

PHYSICAL REQUIREMENTS:

• This position requires sitting for the majority of the workday. May require lifting up to 5 – 25 lbs.
• Some travel and late nights may be required.

IMMEDIATE SUPERVISOR:

• Help Desk Manager

EOE