IS Support Specialist - DA

Gibson Dunn•Dallas, TX

1d•$80,000 - $95,000•Onsite

About The Position

Based in Dallas, the IS Support Specialist provides technical support to customers and operational and administrative support for Information Systems functions in assigned Gibson Dunn offices. The role contributes to maintaining and improving the timeliness and quality of IS support for all customer constituencies. It reports to the Manager of User Experience. The position is scheduled Monday through Friday, 8:30 a.m. to 5:30 p.m., with flexibility to work overtime as needed to support business needs. The specialist delivers hardware and software services, supports and maintains related equipment and systems, resolves customer issues, documents solutions, and participates in IS projects.

Requirements

Strong verbal, written, interpersonal, and team skills.
Strong customer service skills.
Superior experience with computer hardware, printers, smartphones, and audio-visual communications equipment.
Strong problem-solving ability and ability to work well under pressure.
Proven experience resolving critical or major incidents, particularly those affecting partners, senior management, and C-level management.
Strong project planning, organizational, and execution skills.
Ability to build and maintain trusted relationships and collaborate across levels and disciplines.
Ability to remain calm and reasoned under pressure.
Flexibility to meet varied and changing business requirements.
Physical ability to move equipment.
Ability to work overtime as necessary.
Experience providing IS support in a legal or professional services environment.
At least 5 years of relevant experience.
Experience supporting Windows 11, macOS, and iOS environments.
Experience supporting Microsoft Office products, Exchange, and SCCM.

Nice To Haves

Bachelor’s degree in a related field preferred.

Responsibilities

Execute the effective and timely delivery of IS services, including hardware and software.
Interact effectively with all customer constituencies, in person when possible.
Deploy and maintain the operational availability of related equipment, including PCs, printers, laptops, smartphones, data communication equipment, and audio-visual systems; support servers and network infrastructure when directed by IS Operations.
Serve as a second-level technical resource to resolve customer issues.
Listen to customer issues and log pertinent information in ServiceNow.
Contribute detailed solutions to the ServiceNow Knowledge Base.
Promote effective use of firm-provided software applications.
Keep equipment inventory current in the Asset Management System.
Provide technical support outside normal business hours as required.
Organize and prioritize work efficiently and multitask as needed.
Adhere to firm-wide and departmental policies, standards, operational guidelines, and administrative procedures related to IS.
Participate as an active team member on assigned IS projects.