Application Support Specialist

Jackson Walker•Dallas, TX

21h•Onsite

About The Position

Jackson Walker, the largest law firm in Texas, has an exciting full-time employment opportunity for an Application Support Specialist in our Dallas office. The Application Support Specialist serves as the first point of contact for customer technology requests via telephone or email; responds to customer requests and solves technology issues, while taking detailed notes in our incident management system of steps for resolution; and manages the flow of other requests.

Requirements

Advanced MS Office Skillset Certifications in Word, Outlook, Microsoft 365 preferred.
Critical Thinking and Problem-Solving Skills Ability to work in a fast-paced environment and use these skills to resolve issues for end users. This includes skills of asking good questions and actively listening in order to focus on the problem the customer is facing.
Ability to build relationships with end users and staff to provide next-level support and a culture of collaboration.
Technical Expertise Continual and self-paced improvement of technical expertise, specifically mastery of the Firms applications and other technology.
Ability to be self-directed, stay on top of deadlines and follow up with assignments that are outside of answering service calls.
Communication skills necessary to follow instructions effectively from a diverse group of clients, attorneys, and staff to provide information with courtesy and tact by e-mail, telephone, or in-person.
Communication skills necessary to document, follow, and communicate complex technical processes and instructions.
Ability to use a computer, keyboard, and other standard equipment.
Ability to review and interpret documents and data, with or without reasonable accommodations.
Ability to communicate effectively in person, over the phone, and through written correspondence.
Ability to lift and move PC equipment, printers, and other hardware up to 30 pounds, with or without reasonable accommodations.
Thorough knowledge of complex automated information systems management as normally acquired through a Bachelors degree in MIS, computer science, or business administration; or the equivalent experience.
Minimum of 3 years experience in an IT helpdesk or support capacity, preferably in a legal or professional services environment.
Due to the time-sensitive nature of the work and the limited availability of replacement personnel, regular full-time attendance, including being available to work unscheduled overtime hours, is an essential function of the position.

Responsibilities

Provide 1 st and 2 nd level support for firm-approved applications and technology equipment.
Deliver high-level customer service in a fast-paced environment with the ability to stay positive under pressure.
Produce documented details of all service calls in the ticketing system.
Participate in and understand the life cycle of application deployments, including application installation, testing, deployment, support, and upgrades.
Maintain an in-depth understanding of the needs and issues of customers, departments, and practice groups.
Maintain an in-depth knowledge of assigned application sets, focusing on those assigned to become the Subject Matter Expert (SME) for both the end user and from the troubleshooting side.
Create and maintain Knowledge Base articles for end user support issues.
Monitor support issues related to the assigned applications.
On assigned SME applications, participate with the project team on upgrades and keeping communications open so that the TRC, the IT Department, and user community are informed.
Troubleshoot application problems, acting as liaison between the customer and the application owner, and at times with the vendor that may be engaged to resolve issues.
Other duties as assigned by the employer.