After Hours Support Specialist - Information Technology - Dallas

Winstead•Dallas, TX

About The Position

The After Hours Support Specialist is the first point of contact for attorneys, paralegals, and staff seeking technology assistance outside standard business hours. In a fast-paced law firm environment, this role supports the technology legal professionals use to serve clients, meet court deadlines, prepare documents, manage email, and access information. The specialist responds to requests, investigates issues, identifies solutions, and follows up to confirm resolution. Core coverage is Monday through Friday, 5:30 p.m. to midnight. Weekend hours may be needed during the day and/or evening to support firm deadlines and filings. Shift start and end times may vary with firm demand, active matters, court deadlines, and coverage needs; the role requires schedule flexibility and occasional extensions or changes to workdays. Participation in a holiday support rotation is also required.

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–Friday from 5:30 p.m. to midnight and weekend hours, with shifts adapting to firm needs.
Strong critical-thinking skills, including asking effective questions, thinking before acting, and persisting when problems are not obvious.
Clear, friendly written and verbal communication and patience in guiding users through solutions.
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 underlying cause of issues and methodically assess possible solutions.
Research solutions using documentation, knowledge resources, and internal subject matter experts.
Communicate clearly and patiently with users at all technical levels.
Escalate issues when appropriate and provide thorough handoff notes, especially for daytime teams handling follow-up.
Proactively follow up and make 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.
Provide primary after-hours support during evenings, weekends, and holidays.