IT Support Specialist

Finnegan•Reston, VA

11d•Onsite

About The Position

The IT Support Specialist is responsible for providing first level on-site end user support for issues involving firm provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner.

Requirements

High school diploma or equivalent required; Bachelor’s degree preferred
A minimum of two years IT customer service experience in a law firm or professional services environment; or combination of relevant education and/or training in a professional services environment
High-touch customer service skills with a professional demeanor
Basic knowledge with basic laptop and printer repairs and ability to replace basic components of a PC, Laptop, and Printer required
Basic knowledge of using and supporting video conferencing equipment
Basic knowledge using and supporting Microsoft Office; SharePoint, OneDrive, PowerShell, Citrix, VPN, Teams, Zoom Webex and document management systems such as NetDocuments
Basic knowledge of networking in an MS Server 2019 environment
Excellent oral and written communication (including spelling and grammar) and interpersonal skills are required.
Comfortable interfacing directly with clients.
Ability to be a self-starter, while also comfortable taking direction from others.
Ability to deal courteously and efficiently with attorneys, clients, administrative and support staff, and outside vendors and professional peers.
Willingness to be a team player on all department projects.
Detail oriented, excellent organizational skills and ability to efficiently handle multiple tasks
Flexible attitude and the ability to deal well with changing assignments and priorities.
Strong sense of urgency and ability to work well under pressure, meet frequent and short deadlines, and prioritize multiple tasks.
Willingness to learn and acquire advanced duties and provide support to varied team members.
Ability to manage a diverse workload in a fast-paced, demanding environment

Responsibilities

Proactively engages end users to resolve workstation issues throughout the Reston office to maximize productivity and minimize downtime.
Responds to onsite end user support issues regarding event or meeting concerns and facilitates the proper use of required technology to allow for a successful experience.
Responds to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to assigned office IT GROUP e-mail alias.
Tracks, documents, monitors, and completes all issues in Service Now to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution.
Ensures equipment and associated technology is properly functioning for new hires, office moves and visiting personnel.
Complete in person follow up with end users to ensure prompt resolution of operating problems, coordinating with other IT staff members as needed.
Regularly interacts with Reston office personnel to ensure technology is functioning appropriately, updates are completed and provide guidance on ways to mitigate recurring issues.
Assists with preventative maintenance and testing of software and hardware.
Provides feedback as necessary.
Coordinates with other internal Information Technology teams where overlap exists to develop efficient procedures and communications to stream-line processes and satisfy various department needs.
Performs daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary, which may require short notice to travel to the office outside of normal business hours, travel to Attorney homes to provide support; participates in rotating on-call coverage with other team members.
May occasionally visit other offices to provide onsite assistance and inventory tasks as needed with short notice.
Stays current on the use of firm software and hardware; participates in training to maintain a high level of product knowledge.
Other duties and special projects as assigned.