After Hours Support Specialist - Information Technology - Dallas

Winstead PC • Dallas, TX

4d

About The Position

The After Hours Support Specialist is the first point of contact for attorneys, paralegals, and staff seeking technology help outside standard business hours. In a fast-paced law firm environment, the role supports the tools legal professionals use to serve clients, meet court deadlines, prepare legal documents, manage email, and access information. The specialist responds to inbound requests, diagnoses issues, finds solutions, and follows up to confirm resolution.

Core coverage is Monday through Friday from 5:30 p.m. to midnight, with weekend coverage as needed. Shift start and end times may vary based on firm demand, active matters, court deadlines, and coverage needs. The role also participates in a holiday support rotation and may require extending hours or adjusting workdays.

Requirements

• Genuine desire to help people.
• Prior experience in a law firm or professional services IT environment, or a strong personal interest in technology with hands-on experience.
• Availability and flexibility to work Monday through Friday, 5:30 p.m. to midnight, and weekends, with shifts adjusted as firm needs change.
• Strong critical-thinking skills, including asking good questions, thinking before acting, and persistence in resolving unclear problems.
• Clear, friendly written and spoken communication, with patience to guide users through fixes.
• Ability to work independently under pressure and manage multiple requests, often with limited on-site staff during off-hours.
• Reliability, follow-through, punctuality, and ownership of work.

Nice To Haves

• Familiarity with legal document management systems such as iManage, NetDocuments, or similar.
• Prior experience in after-hours, on-call, or overnight support.
• Background in customer service, office support, or another role involving helping others.

Responsibilities

• Answer and track staff requests received by phone and email during evening and weekend hours.
• Ask questions to identify the root cause of issues and consider solutions methodically.
• Research solutions using documentation, knowledge resources, and internal subject matter experts.
• Communicate clearly and patiently with users at all technical levels.
• Escalate issues when needed and provide thorough notes for daytime teams and follow-up.
• Make proactive follow-ups and scheduled callbacks to confirm issues are resolved.
• Troubleshoot advanced Microsoft Word issues, including styles, tables of contents, corrupted templates, section breaks, and long-document formatting such as line numbering, redlines, and pleading captions.
• Support Microsoft 365 applications, including Outlook, Excel, Teams, and PowerPoint.
• Identify recurring issues and share patterns collaboratively with other support team members.
• Serve as the primary after-hours support resource during evenings, weekends, and holidays.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed