IT Support Senior Specialist
Holland & Knight•Atlanta, GA
•Onsite
About The Position
The IT Support Senior Specialist provides technical support to attorneys and staff and supports PCs, phones, audiovisual equipment, IT peripherals, and IT infrastructure in the office. This is an on-site position based in Atlanta, Georgia, with business travel to other Holland & Knight locations as needed. The position reports to an IT Support Manager. The role also supports office administration, projects, events, conferences, and meetings, and contributes expertise and leadership to the User Services team.
Requirements
- At least 5 years of experience in a corporate environment and technical support.
- Demonstrated experience supporting and troubleshooting Microsoft Windows 10 and Microsoft Office Suite, especially Outlook and Word, including escalated requests.
- Experience supporting and troubleshooting Cisco VoIP phones and voicemail systems.
- Experience supporting and troubleshooting web conferencing, especially Zoom and Microsoft Teams.
- Experience using and supporting Apple and Android mobile devices and operating systems.
- Experience with one or more legal industry applications, especially iManage, IntApp Time, or other applications 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 and network rooms, including patching network equipment, racking servers, and evaluating power and cooling issues.
- Experience supporting and troubleshooting audiovisual equipment.
- Strong customer service orientation, can-do attitude, and follow-through skills.
- Strong analytical and problem-solving skills.
- Ability to work well with others in a team environment with minimal or no supervision.
- Excellent written and oral communication skills.
- Ability to independently write technical instructions and project documentation.
- Ability to communicate effectively with all firm personnel, including IT support personnel, attorneys, and staff.
- Desire and ability to learn new software and hardware.
- Subject-matter expertise in functions, applications, or areas of need for the User Services team.
- Ability to lead an internal specialty support team and/or the IT Support role on a major project.
- Experience with IT vendor management.
- Ability to travel for business and work independently at different Holland & Knight sites.
- Ability to lift and move equipment weighing up to 50 pounds.
- Ability to work on site at Holland & Knight offices.
- Bachelor’s degree required.
- IT certifications such as ITIL Foundations or A+, or demonstrated equivalent experience.
Responsibilities
- Support office PCs, phones, IT peripherals, and IT infrastructure.
- Thoroughly document work in the IT incident ticketing system.
- Resolve incidents escalated from IT Technicians, Specialists, and the Service Desk.
- Coach and support IT Technicians and Specialists.
- Provide technical support for events, conferences, and meetings, both on site and off site as needed.
- Support office administration activities, projects, and priorities as assigned.
- Participate in projects and activities with internal IT groups.
- Respond to planned and unplanned power, HVAC, network, and other office outages.
- Identify, evaluate, and promptly escalate problems and major incidents.
- Complete special projects and additional duties as assigned.
- Travel for business and work independently at different Holland & Knight sites.
Benefits
- Comprehensive medical plans, including PPO and HDHP options and domestic partner coverage
- Dental insurance
- Vision insurance
- Life and AD&D insurance
- Short- and long-term disability insurance
- Tax-advantaged healthcare spending accounts, including FSAs and HSAs
- Dependent-care FSAs
- 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 developmental disabilities and their caregivers
- Paid holidays and other paid time off
- Paid leave for new parents
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What This Job Offers
Job Type
Full-time
Career Level
Senior
