IT Support Specialist- 2465235

Please send resume should you be interested in the following IT Support Specialist position located in Boston. This is a full-time, direct-hire position with a salary between 80-95K plus awesome benefits. Please pass along to your colleagues if you’re not interested as we do pay referral fees.

Title: IT Support Specialist

Location: Boston

Salary: 80-95K

OT eligible: NO

Work Environment: 100% onsite

Law Firm experience: HIGHLY PREFERRED

Bachelor’s degree: Preferred

ESSENTIAL DUTIES AND RESPONSIBILITIES*

• Provide onsite and remote technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.


• Collaborate with the Level 1 Service Desk to troubleshoot requests prior to escalation to a Level 3 analyst.


• Provide explanation and training to Level 1 Service Desk in order to build technical knowledge, including firm policies and procedures.


• Use remote control tools to assists customers when needed.


• Clearly and concisely log details using the Service Desk ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests. When escalation to Level 3 is required, ensure information is thorough and current to ensure an effective handoff.


• Provide regular status to customers for issues that need time to troubleshoot and research, including updating the Service Desk ticketing system until the request is completed.


• Anticipates customer needs and proactively identifies solutions


• Translates complex, technical concepts into easy-to-understand language to assist non-technically oriented customers


• Perform new arrival onboarding to ensure that new hires have all necessary knowledge, information and access to perform their role


• Perform ongoing individual and small group education on firm-supported software and hardware as needed, as well as new applications and offerings


• Plan and manage training plans for large groups, such as fall associate and summer associate programs


• Collaborate with technical owners to prepare, update and maintain training materials for new programs


• Maintain and coordinate training schedules and sessions


• Build, maintain and coordinate training content in the firm’s LMS


• Image, configure and deploy laptop and desktop in an enterprise environment as needed.


• Report trends and unusual inquiries received to the Service Desk to department leadership to identify issues and problems with the technology platform.


• Collaborates with the manager in developing processes, policies and standards for technology services.


• Participates in software and new service testing, as well as provide feedback to relevant technical owners on new products and software updates.


• Participates in regularly scheduled technology calls to understand firm strategies and new products and services.


• Completes special projects on various issues as needed.

Knowledge/Skills/Abilities:

• Advanced knowledge in Microsoft Windows and Microsoft Office, including Outlook, Word, Excel, PowerPoint, web-browsing and SharePoint.


• Advanced knowledge in Microsoft Teams.


• Advanced knowledge in troubleshooting complex issues relating to computer hardware, phones, printers and mobile devices.


• Advanced knowledge with remote access, including Citrix, VPN and VDI.


• Working knowledge of Active Directory and SCCM.


• Experience using remote connectivity and remote-control software tools in order to troubleshoot and assist customers.


• Working knowledge of general data security protocols and requirements to maintain a safe and secure technology platform.


• Understands general network architecture, including switches, routers, circuits, virtual servers and data centers.


• Strong troubleshooting knowledge with skills in decision making and strategic thinking.


• Attention to detail, with the ability to notice what others seem to miss.


• Able to work independently and as part of a team.


• Organized and consistently executes tasks effectively and efficiently.


• Excellent interpersonal skills including telephone skills, verbal and written communication skills, active listening and customer care.


• Communicates effectively in person and in writing, with the ability to translate technical concepts to non-technical people.


• Remains flexible and adapts to changes in tasks, projects or processes, whether planned or unforeseen.


• Ability to remain calm when resolving customer issues.


• Outstanding ability to perform logical troubleshooting in pressure situations.