Technology Support Specialist

McDermott; Miami (FL); Hybrid; USD 52,000 - 68,000; Full time

Job summary

McDermott Will & Schulte in Miami seeks a Technology Support Specialist to provide desk-side IT support, assist with strategic projects, and help maintain office operations under supervision.

You will handle hardware/software troubleshooting, new hire setup, AV presentations, and mobile device support, with a focus on timely issue resolution and adherence to firm policies. The role requires an associate degree and at least two years of tech support experience; macOS experience is a plus.

Qualifications

• Associate degree required.
• At least two years of technology support experience in a professional services setting.
• Functional written and verbal communication skills.
• Ability to work under tight deadlines and in a fast-paced environment.
• Experience with macOS is a plus.

Responsibilities

• Interact with the ACD system and IT Help Desk to ensure issues are resolved or escalated per SLAs.
• Administer desk-side technical support for hardware and software issues.
• Coordinate day-to-day IT activities including new hire setup, AV presentations, and office moves.
• Provide basic desktop and mobile device support and collaborate with IT to resolve problems.
• Promote adherence to technology policies and contribute to process improvements.

Education

Associate degree

Tools

macOS

Job description

Build your big career with the firm that does Big Law, Better. McDermott Will & Schulte is a leading global law firm that brings together more than 1,700+ lawyers and 1,400 business professionals. We celebrate excellence, collaboration, and community and have been recognized as a top workplace by USA Today, Fortune, The American Lawyer, Vault and others. We are also certified by Great Place to Work.

We don’t just invest in your future, we accelerate your career - wherever it may lead. That includes supporting you both in and outside of the office.

With us, you’ll find: A firm where everyone belongs: Our award-winning culture prioritizes warmth and authenticity - we encourage you to be yourself! Enthusiasm for all perspectives: We’re smarter and stronger when everyone has a voice and a seat at the table. We welcome unique viewpoints and ideas, and we make opportunities for you and your career to thrive. Support to feel your best and do your best: Wellness is integral to building a successful career and a rich life. That’s why our benefits program supports your physical, emotional, mental, and financial health, with an emphasis on work-life balance. Real rewards for real work: We offer generous compensation packages that recognize hard work and excellence.

Job Description

The Technology Support Specialist provides customers with desk-side technology support. This position assists with strategic projects and operational activities that impact the local office. The Technology Support Specialist works under general supervision and relies on limited experience to plan and accomplish goals.

Essential Functions and Responsibilities

• Interact with the Automatic Call Distribution (ACD) system and monitor the Information Technology (IT) Help Desk ticketing system to ensure that issues and requests are resolved or escalated per established Service Level Agreements
• Administer desk-side technical support including but not limited to troubleshooting hardware and software issues
• Coordinate day-to-day operational IT activities including new hire set up, audio and video conference presentations, office moves, and departures
• Provide basic desktop application support (installation, maintenance, drivers, imaging) and basic support for mobile devices; partner with other members of IT organization to resolve
• Participate in a minimum of 85% of the department’s pre-pilots, gain familiarity with the changes and report findings
• Remain well-versed in technology policies and procedures set by both the firm and IT department; promote adherence and propose recommendations for additions or changes
• Partner with peers to deliver results and foster a cooperative team environment
• Contribute to regional and local projects as directed; perform specific tasks to provide support
• May physically assist in supporting infrastructure in one or more offices (ex. cabling, act as remote set of hands for others)

Job Specifications

• Associate degree
• At least two (2) years of technology support experience, or equivalent experience, in a professional services organization or similar environment
• Functional written and verbal communication skills (written and spoken)
• Ability to work under tight deadlines and prioritize responsibilities
• Ability to work effectively in a fast-paced and changing environment
• Ability to handle and maintain confidential information
• Ability to work flexible and/or fluctuating work hours
• Operates within defined guidelines and supervision
• Experience with macOS a plus

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required to sit, use hands, reach with hands and arms, stoop, talk and hear
• Employee must occasionally lift up to twenty (20) pounds

Work Environment: Typical indoor office environment

Disclaimer: The above statements are intended to describe the general nature and level of the work being performed by people within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Build your big career with the Firm that does Big Law, Better. We don’t just invest in your future, we accelerate your career - wherever it may lead. That includes supporting you both in and outside of the office. Bringing together more than 1,700+ lawyers and 1,400 business professionals, we celebrate excellence, collaboration, and community and have been recognized as a top workplace by USA Today, Fortune, The American Lawyer, Vault and others. We are also certified by Great Place to Work.