User Support Specialist

Cleared2Hire | The GovTech Talent Platform; Pennsylvania; On-site; USD 55,000 - 75,000; Full time

Job summary

Cleared2Hire | The GovTech Talent Platform is seeking an experienced end-user support specialist in Pennsylvania to assist attorneys, staff, and clients with IT issues and ticket escalation. Responsibilities include researching, diagnosing, and resolving IT requests, managing hardware inventories, and supporting Teams/Zoom, VPN, and cloud services; occasional travel to other offices may be required.

This full-time role requires strong customer service, Windows/Office 365 expertise, and

Qualifications

• Bachelor's degree in Information Technology preferred or equivalent training, education and experience.
• Experience with hardware and software troubleshooting procedures and best practices.
• A minimum of five (5) years of IT experience in a law firm environment preferred.

Responsibilities

• Provide end-user support and ticket escalation from junior analysts for all Firm applications and peripheral hardware.
• Research to identify, diagnose and resolve IT issues and end-user requests.
• Enter all end-user support requests in the Help Desk system and track progress.
• Provide support for Teams and Zoom AV conferences and meeting platforms.
• Assist in managing hardware inventories (desktops, laptops, printers) and move/setup firm-issued hardware.
• Manage network printer/copier setup and changes; support mobile devices (iPhone, Android).
• Some travel to other US offices may be required.

Skills

Customer service

Windows OS

Office 365

AD/Azure

LAN/WAN

VPN

Cloud SaaS/PaaS/IaaS

iManage

FreshService

VOIP

Mobile devices

Troubleshooting

Education

Bachelor's degree in Information Technology

Job description

• Responsible for end-user support, including ticket escalation from junior support analysts,for all Firm applications and peripheral hardware including cloud platforms during normal business hours and regularly scheduled assigned on-call hours.
• Research to identify, diagnose and resolve IT issues and resolutions of end user support requests.
• Continue to develop skills, knowledge and an ability to improve processes and procedures by keeping up with current IT trends and developments.
• Ensure all end user support requests are entered in the Help Desk call tracking system.
• Provide support for Teams and Zoom AV conferences and meeting platforms.
• Assist in managing and maintaining hardware asset inventories of desktops, laptops and printers and other devices.
• Responsible for moving, setting up and implementing changes to firm issued hardware, including printers, computers, monitors (ability to move 25-50lbs).
• Manage network printer/copier setup and changes.
• Provide support for firm approved and issued mobile devices, including, Apple iPhone and Android devices.

Knowledge, Skills and Abilities

• Excellent customer service and the ability to communicate effectively with attorneys, staff and clients; able to work well as part of a team.
• Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure.
• Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN.
• Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions.
• General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues.
• Solid knowledge of other mobile devices, iPhone, Android devices and experience with troubleshooting.
• Advanced experience supporting iManage document management platform and integrated applications.
• Familiarity with help desk ticketing systems such as Fresh Service is also a plus.
• Knowledge of cloud based VOIP phone systems is also a plus.
• Some travel to other offices in the US may be required.

Education and/or Experience

• Bachelor’s degree in Information Technology is preferred or equivalent training, education and experience demonstrating the ability to perform the required duties of this position
• Experience with hardware and software troubleshooting procedures and best practices.
• A minimum of five (5) years of IT experience in a law firm environment strongly preferred.
• Familiarity with legal applications and matter centric platforms are a plus.