Technology Support Specialist

Jobtailor; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor in the United States is seeking an experienced IT Support specialist to resolve incidents across Level 1 and 2, provide frontline face-to-face support at the Tech Bar, and manage service desk overflow.

You will diagnose issues, perform root cause analysis, and configure endpoint devices while supporting Microsoft 365 suite (Teams, SharePoint Online, Exchange Online and Entra ID) and training colleagues.

Travel to different offices as needed and collaborate with global teams.

Qualifications

• Experience in IT support, ideally in professional services.
• Excellent written and verbal communication with a customer-first mindset.
• Strong technical aptitude with ability to learn new technologies quickly.
• Experience supporting users in a global environment.
• Familiarity with Windows 11, MS Office Co Pilot, MS Teams, Generative AI, or willingness to learn.
• Ability to work independently and in a team.
• Flexible with travel across offices.

Responsibilities

• Resolve Level 1 and Level 2 incidents and service requests per SLAs.
• Provide face-to-face support through the Tech Bar and other channels.
• Triage overflow calls, escalate when needed, ensure positive user outcomes.
• Diagnose recurring issues and perform root cause analysis to improve reliability.
• Configure, deploy, maintain and troubleshoot laptops, desktops, mobile devices, printers and other endpoint technologies.
• Support and administer Microsoft 365 technologies, including Teams, SharePoint Online, Exchange Online and Entra ID.
• Provide support for business-critical applications and end users.
• Assist with onboarding and offboarding activities, ensuring colleagues have the required equipment, access and accounts.
• Deliver user guidance and training on technologies such as Microsoft Copilot and other workplace tools.
• Support Microsoft Teams Rooms, video conferencing and audio-visual technologies.
• Contribute to IT projects, including hardware refreshes, software deployments and system rollouts.
• Create and maintain technical documentation, knowledge articles and user guides.
• Collaborate with technology colleagues to share knowledge and improve IT services.

Skills

IT Support

Microsoft 365

Troubleshooting

Root Cause Analysis

Customer Service

Service Desk

Tools

Microsoft Teams

SharePoint Online

Exchange Online

Entra ID

Video Conferencing

AV Technologies

Job description

• Resolve Level 1 and Level 2 incidents, service requests and technical issues in line with agreed service standards and SLAs.
• Provide professional face-to-face support through the Tech Bar and other support channels.
• Manage and triage Service Desk overflow calls, escalating issues where appropriate and ensuring positive user outcomes.
• Diagnose recurring issues and conduct root cause analysis to improve service reliability.
• Configure, deploy, maintain and troubleshoot laptops, desktops, mobile devices, printers and other endpoint technologies.
• Support and administer Microsoft 365 technologies, including Teams, SharePoint Online, Exchange Online and Entra ID.
• Provide support for business-critical applications and end users.
• Assist with onboarding and offboarding activities, ensuring colleagues have the required equipment, access and accounts.
• Deliver user guidance and training on technologies such as Microsoft Copilot and other workplace tools.
• Support Microsoft Teams Rooms, video conferencing and audio-visual technologies.
• Contribute to IT projects, including hardware refreshes, software deployments and system rollouts.
• Create and maintain technical documentation, knowledge articles and user guides.
• Collaborate with technology colleagues to share knowledge and improve IT services.

Requirements

• A strong background and proven experience in a similar IT support role, preferably in a law firm or professional services environment.
• Excellent communication skills, both written and verbal, with a customer service focused attitude.
• Strong foundational technical skills, with the ability to learn and adapt to new technologies quickly.
• Experience in providing technical support to users in a global and diverse environment.
• Knowledge of Windows 11, MS Office Co Pilot, MS Teams, and Generative AI, or the willingness to learn.
• Ability to work independently and as part of a team, with a proactive and problem-solving approach.
• Flexible and adaptable, with the ability to work across different offices and locations, and travel as required.

Core Competencies

Demonstrates expertise in IT support, including troubleshooting and configuring endpoint technologies, while providing exceptional customer service in a professional services environment. Proficient in Microsoft 365 technologies and capable of delivering user training and support.

Highest-signal resume keywords

• IT Support Experience
• Microsoft 365 Administration
• Technical Troubleshooting
• Customer Service Skills
• Root Cause Analysis

ATS Optimization Keywords

Hard Skills

• Technical Support
• Endpoint Configuration
• Root Cause Analysis
• Troubleshooting
• Service Desk Management
• Microsoft Teams Support
• Windows 11 Knowledge
• MS Office Co Pilot
• Generative AI Familiarity
• User Training

Soft Skills

• Excellent Communication
• Problem-Solving
• Proactive Attitude
• Adaptability
• Team Collaboration

Industry Keywords

• Professional Services
• Law Firm Experience
• Global Support Environment

Tools & Technologies

• Microsoft 365
• Microsoft Teams
• SharePoint Online
• Exchange Online
• Entra ID
• Video Conferencing Technologies
• Audio-Visual Technologies