IT Operations Support Specialist

Benesch Law•Cleveland, OH

4d•$62,000 - $77,000•Hybrid

About The Position

The IT Operations Support Specialist is an integral part of the IT Operations team. This person is responsible for taking direct inquiries from our personnel; establish a proper mitigation path and delivering a positive client experience while engaging team members for input, direction and strategy. Requests can range from the support of core business applications to common targets like Email, Remote Access and smartphone/tablet use. The IT Operations Support Specialist works as part of a team that are change agents and deliver solutions in a strategic, team-oriented setting to enhance firm leverage of technology and the user experience. This person is a self-starter with ability to quickly digest the complexity of an issue, put it in context and engage the appropriate resources to resolve with the highest level of customer service and value.

Requirements

High school diploma.
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.
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.

Nice To Haves

A Bachelor's degree in computer science or 5 years of equivalent work experience is preferred.
Desktop and applications delivery knowledge/experience is a plus.
Work experience and/or certifications that represent a solid core technology foundation.
Previous Desktop Legal applications knowledge or background is a plus.

Responsibilities

Communicates with all internal and external clients via phone, email, chat and direct in-person engagement.
Willingness to engage on any technology request, gather relevant factors to facilitate a meaningful outcome (or agreeable next step).
Serves as a liaison to training/learning. Help to translate needs, targets and timing.
Dynamically prioritizes tasks and delivery targets while maintaining proper awareness with team/lead.
Utilize solid troubleshooting and client-based outcome methods to own the support experience.
Identify and communicate roadblocks, challenges and opportunities to our team in regard to increasing the leverage of technology. Be a technology advocate.
Assists in team support of a multi-office environment with a diverse population of users and modern mix of Windows platforms (W10/W11), Video/Web Conferencing use, unified communications tools and BYOD devices.
Occasional direct communication with specific software or hardware vendor support.
Works to evolve personal technology skillset, shares critical knowledge and challenge colleagues in improving overall firm technology experience.
Ability to re-create user scenarios to analyze outcomes/improvements on supported user desktops applications, gather user input and feedback for best path.
Occasional travel to other offices to perform defined operational duties.
Able to digest, follow and advise users on established firm security and privacy standards/protocols. Advancing own security skillset and mindset is integral.
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