IT Support Senior Specialist

Holland & Knight LLP•Atlanta, GA

2d•Onsite

About The Position

The IT Support Senior Specialist provides technical support to attorneys and staff and supports PCs, phones, AV equipment, IT peripherals, and IT infrastructure in the Atlanta office. This is an on-site position reporting to an IT Support Manager. The specialist handles escalated support requests, coaches IT Technicians and Specialists, documents incidents, supports events and office activities, and responds to office outages. The role may also involve business travel and work at other Holland & Knight locations.

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 audio-visual equipment.
Strong customer service orientation, a 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 staff, attorneys, and other 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.
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.
Provide support for incidents escalated by IT Technicians, Specialists, and the Service Desk.
Coach and support IT Technicians and Specialists.
Provide technical support at 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 in projects and activities.
Respond to planned and unplanned power, HVAC, network, and other office outages.
Identify, evaluate, and promptly escalate problems and major incidents.
Perform special projects and additional duties as assigned.