IT Service Desk Support Senior Specialist

Holland & Knight LLP•Tampa, FL

1d•Onsite

About The Position

We are seeking an IT Service Desk Support Senior Specialist to join our team. The IT Service Desk Support Senior Specialist will provide courteous, professional customer service and technical assistance, as well as assist the user community and other IT personnel to troubleshoot, maintain and resolve computer hardware and software issues.

Requirements

Strong customer service, can-do attitude, with good follow-through skills.
Excellent written and verbal communication skills.
Possess proven analytical and problem-solving skills.
Work well with others in a team environment requiring minimal supervision.
Ability to successfully manage multiple priorities.
Keen interest and ability to learn new software and hardware.
4+ years’ experience performing tier I & tier II service desk support working as part of a corporate help desk/IT team.
Basic Technical Certification (A+, networking, MCP, etc.).
Knowledge of mobile devices, including iPhone and Android devices.
Advanced knowledge of desktop computer hardware and software, including Microsoft Office; experience with a variety of platforms and systems including, Microsoft Windows and Apple (MAC).
Knowledge of mobile devices, including iPhone and Android devices.

Responsibilities

Perform all user changes functions daily, including user onboarding and offboarding, and managing Active Directory accounts (activation, deactivation, editing).
Process requests for remote access and mailbox access according to defined firm protocols, ensuring secure documentation of access approvals.
Provide telephone and email support for corporate users of computer software, hardware, peripherals, and networks.
Offer guidance to IT Service Desk Support Specialists needing assistance with incident troubleshooting.
Grant access, change, and reset passwords.
Learn internal business applications and provide general PC/network support (tier I & tier II) and application support to a distributed user base.
Serve as the initial point of contact for troubleshooting PC and printer hardware/software issues.
Identify, troubleshoot, resolve, and escalate issues related to computer hardware, software, and equipment installation/configuration.
Accurately log all calls and activities in a ticket tracking system.
Update or establish appropriate documentation for all work functions and responsibilities.
Write and/or contribute to knowledge base articles.
Must attend HDI or related training within 1 year (Desktop Advanced Support Technician or A+ Certification).
Special projects and duties as assigned.

Benefits

comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners
life and AD&D insurance
short and long term disability insurance
tax-advantaged accounts for health care expenses, including FSAs and HSAs
FSAs for dependent care
health advocacy services
behavioral health and counseling resources for all family members
401(k)
profit sharing
backup dependent care
senior care planning support
resources for individuals with development disabilities and their caregivers
paid holidays and other paid time off, including paid leave for new parents