IT Operations Support Specialist

Benesch Law•Cleveland, OH

2d•Hybrid

About The Position

The IT Operations Support Specialist is an integral part of the IT Operations team, responsible for handling direct inquiries from personnel, establishing mitigation paths, and delivering a positive client experience. This role supports core business applications, email, remote access, and smartphone/tablet use. The specialist works within a team that acts as change agents, delivering solutions to enhance the firm's technology leverage and user experience. This individual is a self-starter capable of quickly understanding complex issues, contextualizing them, and engaging appropriate resources for resolution with a high level of customer service.

Requirements

High school diploma required.
Desktop and applications delivery knowledge/experience is a plus.
Work experience and/or certifications that represent a solid core technology foundation.
Desktop support knowledge, which includes MS 365 (Azure, Entra, Exchange etc.) Active Directory, mobile and RDP/VPN support, Office 2016/365, Webex, Zoom, Teams, Web/Video Conferencing, Windows 10/11 on a variety of hardware, is required.
Previous Desktop Legal applications knowledge or background is a plus.
Strong and effective communication and interpersonal skills are required.
Must possess an excellent customer service attitude and the ability to work well with clients, the IT team and other groups.
Ability to balance client outcomes amongst competing demands is a must.
Occasional evening and weekend work may be required, with minimal advance notice.
Occasional travel for education and other office visits may be required.

Nice To Haves

A Bachelor's degree in computer science or 5 years of equivalent work experience is preferred.

Responsibilities

Communicates with all internal and external clients via phone, email, chat and direct in-person engagement.
Gathers relevant factors to facilitate a meaningful outcome for technology requests.
Serves as a liaison to training/learning, helping to translate needs, targets, and timing.
Dynamically prioritizes tasks and delivery targets while maintaining awareness with the team/lead.
Utilizes troubleshooting and client-based outcome methods to own the support experience.
Identifies and communicates roadblocks, challenges, and opportunities to the team regarding technology leverage.
Acts as a technology advocate.
Assists in team support of a multi-office environment with a diverse user population and a mix of Windows platforms (W10/W11), Video/Web Conferencing, unified communications tools, and BYOD devices.
Provides occasional direct communication with specific software or hardware vendor support.
Works to evolve personal technology skillset, shares critical knowledge, and challenges colleagues in improving the overall firm technology experience.
Re-creates user scenarios to analyze outcomes/improvements on supported user desktops applications, and gathers user input and feedback.
Performs occasional travel to other offices to perform defined operational duties.
Digests, follows, and advises users on established firm security and privacy standards/protocols.
Advances own security skillset and mindset.
Adheres to the strictest privacy and confidentiality standards with regards to documents, emails, content, passwords, logins, systems, security measures, business insights, etc.
Performs other duties and projects as assigned.