IT Support Senior Specialist

Holland & Knight LLP•Atlanta, GA

4d•Onsite

About The Position

We are seeking an IT Support Senior Specialist to join our team. The IT Support Senior Specialist will be responsible for providing technical support to attorneys and staff. This is an on-site position that supports all PCs, phones, AV equipment, IT peripherals and IT Infrastructure in the office. The position reports to an IT Support Manager.

Requirements

Total of 5+ years' within a Corporate environment and technical support experience
Demonstrated experience supporting and troubleshooting Microsoft Windows 10, Microsoft Office Suite, especially Outlook and Word - especially escalated requests
Experience supporting and troubleshooting Cisco VoIP phone and voicemail system
Experience supporting and troubleshooting web conferencing - especially Zoom and Microsoft Teams
Experience using and supporting Apple and Android mobile devices and OSes
Experience with one or more legal industry applications, especially iManage, IntApp Time, or others used by Holland & Knight
Experience configuring and supporting printers and multifunction devices
Experience using ServiceNow to log IT Incidents
Network troubleshooting knowledge
General experience with server/network rooms (patching network equipment, racking servers, evaluating power and cooling issues.)
Experience supporting and troubleshooting audio-visual equipment
Strong customer service orientation, with a can-do attitude and follow-through skills
Strong and proven analytical and problem solving skills
Ability to work well with others in a team environment with minimum or no supervision
Excellent overall written and oral communication skills
Ability to comfortably and independently write technical instructions and project documentation
Ability to communicate comfortably and effectively with all firm personnel, including IT Support personnel or a group of attorneys and/or staff
Desire and ability to learn new software and hardware
Possess Subject-Matter-Expertise in functions, applications, or areas of need for the User Services team
Capable of leading an internal specialty support team and/or the IT Support role on a major project
Experience with IT vendor management
Capable of traveling for business and working in different Holland & Knight sites independently
Capable of lifting and moving equipment weighing as much as 50 lbs.
Ability to work onsite at Holland & Knight offices
Requires a Bachelor’s Degree
IT Certifications (ITIL Foundations, A+, etc.) or demonstrated equivalent experience

Responsibilities

Support all PCs, phones, IT peripherals and IT infrastructure in the office
Document work in IT incident ticketing system thoroughly
Provide support to incidents that are escalated from IT Technicians and Specialists and the Service Desk
Coach and support IT Technicians and Specialists
Provide technical support during events, conferences and meetings, on site and off site as needed
Support office administration activities, projects and priorities as assigned
Participate with internal IT groups during projects and activities
Respond to power, HVAC, network and other outages, planned and unplanned in the office
Identify, evaluate and promptly escalate Problems and Major Incidents
Special projects and additional 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