IT Support Specialist I

TEKsystems•New York, NY

1d•Remote

About The Position

The IT Support Specialist I works directly with attorneys, staff, professional managers, and firm directors as the frontline point of contact for the firm. This role involves regular interactions with IT staff at all levels, including IT Directors and the firm's CIO, concerning operations, support, and technology improvements. The specialist will have frequent contact with attorneys across all firm offices, including leaders. This is a critically important role within the IT Department, serving as the primary asset for IT support issues and requests. Responsibilities include frontline telephone and email support for all firm-authorized technology and related services, troubleshooting, and resolving technical problems. The IT Support Specialist I acts as the IT Department's emissary, supporting attorneys and staff on a wide range of technology issues common in large law firms, particularly those related to legal document processing. The specialist will also support the firm's IT System Engineers and must be able to resolve Help Desk incidents and requests quickly, pleasantly, and efficiently.

Requirements

Minimum 1-year experience supporting technology in a medium to large law firm
Expert proficiency in Microsoft Office 365, particularly Word.
Proficiency with commonly used legal applications including document management systems, legal template and numbering software, document comparison software, timekeeping software, and Adobe Acrobat Professional.
Expert proficiency supporting Microsoft Windows, including performance and connectivity issues.
Customer Service skills
Windows 11 experience
VPN experience
MDM experience
Intune experience
ServiceNow experience
Polished demeanor
Excellent communication skills

Nice To Haves

Bachelor's Degree or 2-year IT Support environment experience.
International law firm experience preferred.
Ability to install, service and support Dell computer hardware.
Ability to support maintenance activities in Active Directory, including changes to user accounts.
Ability to administer distribution lists, mobile devices and mailboxes within Microsoft Exchange Administrator console.
Experience troubleshooting Microsoft Windows 11.
Excellent communication and organizational skills, including the ability to always interact effectively with a diverse range of customers in a calm and professional manner, particularly under pressure.
Ability to quickly learn new software applications and legal-specific software packages.
Excellent time management, prioritization and organizational skills, including the ability to manage multiple assignments simultaneously and work effectively in a fast-paced and high-pressure environment.
Team players with a strong sense of customer service.
Reliable and consistent attendance.
Ability to maintain a high level of confidentiality.
Ability to speak multiple languages preferred.

Responsibilities

Resolve end-user calls presented by phone, email, or face-to-face interactions, including issues with applications, computer hardware, printers, mobile devices, telephones, and basic network access.
Monitor incident queue dashboard and resolve all assigned IT incidents using ServiceNow ticketing system.
Workload average of 25-35 incidents per day.
Escalate incidents to Level II or appropriate support teams when needed.
Be the single point of contact for end users by following up on open incidents with escalation teams.
Maintain a 1:1 call to ticket ratio.
Knowledge share by creating or modifying knowledgebase entries.
Maintain the highest level of customer service.
Ability to work independently as well as a team player.
Work with IT team members on testing software applications, firm-deployed images, and updating technical documentation.
Perform additional duties and functions as requested.