IT User Support Specialist

Position Summary: The IT User Support Specialist provides technology-related consultation and support in an office environment, including the deployment, administration, and support of technology systems essential to the day-to-day business operations. The IT User Support Specialist works as part of a team managed jointly by an IT User Support Supervisor and IT User Support Manager (or other department leader), along with the local office Business Director. Duties & Responsibilities: Supports computer hardware and software, and maintains computer hardware asset inventory Oversees system setups, breakdowns, and office moves Supports conference room services with video conferencing, AV setups, and take-downs Supports mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system Supports telephone and voicemail systems Tracks user support requests and system failures Escalates more complex issues to advanced support service teams and communicates with end users Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems Performs preventative and routine maintenance Procures miscellaneous technology supplies Coordinates with IT vendors and other departments Works with core IT teams on implementation and support of technology rollouts and projects Recognizes and makes recommendations for training where opportunities exist to address common support issues Skills & Competencies: Strong attention to detail and the ability to multi-task in a fast-paced, high pressure, deadline-oriented environment to achieve business goals and objectives Provides outstanding client service, meets high quality standards for services, and meets or exceeds client expectations; proactive in seeking innovative ways in which to help others Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team Excellent interpersonal and communication skills (oral and written), professional demeanor, and presentation Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions Qualifications & Prior Experience: High school diploma or equivalent required; Bachelor’s degree preferred Previous experience providing technological support in a professional office environment Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals required Experience with networking devices, cabling, and associated troubleshooting preferred Prior use of an incident tracking system required Experience with Windows 11 operating system, settings, limitations, tweaks, and maintenance procedures required Experience troubleshooting and supporting iOS, Android, and other mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system preferred Experience with common law firm tools such as email archiving and document management systems preferred Experience with Microsoft Office 365 required Experience with iManage preferred Experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment strongly preferred Experience with remote access such as Citrix, VPN, and Remote Desktop preferred Physical Requirements: While performing the duties of this job, the employee is occasionally required to move from workstation or desk throughout the work area to work independently or with a team to meet with colleagues and retrieve work assignments This position may also be sedentary and require the employee to sit for extended periods of time Requires manual dexterity to dial a telephone, enter data into a computer, handle objects, and operate tools Must be able to bend, stoop, and lift as necessary for equipment installations, workstation set-ups, and other physical activity as required