Regional Support Specialist

Honigman is a premier business law firm, based in Michigan with an international practice. Honigman is consistently recognized as one of the 101 Best and Brightest Places to Work, we earned this recognition by recruiting attorneys and staff members with outstanding credentials. Currently, we are looking for a Regional System Support Specialist in our Israel office. In addition to our Israel office, we have offices in Grand Rapids, Lansing, Ann Arbor, Bloomfield Hills, Kalamazoo, Chicago, IL, Detroit MI, and Washington D.C. With more than 350 attorneys working in 60 different areas of concentration, Honigman provides timely and cost-effective counsel to clients in numerous industries.

SUMMARY

The Regional System Support Specialist, reporting to the User Support Manager, is responsible for first level technical support in the Israel office, including user support for application questions and problems, desktop, laptop, printer support, and computer room support working with Detroit IT Business Professionals or outside consultants. Other technical tasks which may be required include hardware and software installation, system restarts and computer room shutdown. User support tasks include recording and tracking calls from users, working with Detroit IT Business Professionals and vendors to resolve software and hardware problems, developing materials to communicate software issues to users, and software testing. There will be strong emphasis on prompt response and resolutions to support calls because the lawyers and business professionals depend on computer equipment to serve clients. Effective customer service and good communication skills are essential to this role.

RESPONSIBILITIES

System Support:

• Responsible for duties associated with system restarts, document management, telecommunications and computer room maintenance. Responsible for maintaining and following department policies, procedures, schedules and controls in accordance with direction from the Detroit IT Department.
• Install, uninstall and troubleshoot hardware and software at the regional office level.
• Responsible for regional office videoconference meetings. Includes room/meeting setup/breakdown and meeting monitoring support when requested.
• Responsible for maintaining and inventorying regional office computer hardware and keeping it in working order – including all computer room equipment, desktop/laptop PCs, scanners and printers.
• Responsible for computer room housekeeping.
• Responsible for testing contingency plans in the event of hardware failure to cause minimal disruption to users. Contingency plans to include down server(s), printing subsystem, Internet access, wide area network (WAN), routers, miscellaneous gateways, or network concentrator failures.
• PC Imaging, phone setup, PDA support, IP addresses, troubleshooting profiles, Network connectivity (ping test, IP address check), Printer/Copier install/support, and troubleshooting including toner and other consumables, Scan PDF, Projector setup, Air card install/support, Wireless support, Web Access and Browser support, Video Conference equipment, Scanner support, Remote access support (VPN and Citrix), Swapping hardware, and user training
• Work closely with the Regional Office Administrators.
• User Support:
• Take calls from users regarding computer system questions and problems. Respond to calls promptly and courteously, enter call information in Help Desk Database. Work with Detroit IT Business Professionals and vendors on call resolution, if necessary.
• Develop proficiency with remote access operations to support users working outside the office.
• Virtually attend Detroit IT staff meetings when possible to keep informed of issues/developments.
• Participate in “team” assignments with others in the regional or Detroit offices.
• Plan and implement other projects, as assigned.

QUALIFICATIONS

• Completed A+ and N+ certification programs.
• Completed one year of a two- or four-year degree program in computer or business systems or have equivalent related experience and proven ability.
• Intermediate to advanced knowledge of Microsoft Office, Windows and general office computer software applications. Familiarity with other software used in a law firm environment (e-mail, time entry, document management, etc.)
• Prior experience in a service-oriented business environment.
• Fluency in English and Hebrew is required.
• Demonstrated troubleshooting, organizational and communication skills.
• Demonstrated ability to adapt to new technology and apply to the legal environment.

Requirements added by the job poster

• Authorized to work in Israel
• No need for visa sponsorship

Pay Range and Compensation Package

Honigman provides a generous total compensation package, which includes comprehensive health and well-being benefits, as well as 401k and profit sharing. The anticipated annual pay range for this role is $65,000-$80,000 (non-exempt). The actual offered pay rate will be determined based on various factors, including qualifications, experience, geographic location, education, external market data, and internal equity considerations.

Honigman is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, disability or any other category prohibited by applicable local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, and termination.