IT User Support Specialist

Greenberg Traurig•Houston, TX

1d•Onsite

About The Position

The function of the IT User Support Specialist is to provide technology-related consultation and support in an office environment, including the deployment, administration, and/or support of technology systems essential to the day-to-day business operations. The IT User Support Specialist works as part of a team directed jointly by an IT User Support Supervisor, Senior IT Manager, and the Business Director. This role will be based in our Houston office, on an in-office basis. This role reports to the Senior IT Manager.

Requirements

High school diploma or equivalent required
Previous experience providing technology support in a professional office environment
Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions
Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals
Experience with networking devices, cabling, and associated troubleshooting
Prior use of a trouble ticket tracking system
Significant knowledge of the Windows 11 operating systems, settings, limitations, tweaks, and maintenance procedures
Experience troubleshooting and supporting iOS, Android, and other mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system
Experience with common law firm tools such as email archiving and document management systems
Experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment
Experience with remote access such as Citrix, VPN, and Remote Desktop

Nice To Haves

College degree preferred
Experience with Microsoft Office 365 and iManage desired

Responsibilities

Supports computer hardware and software, and maintains computer hardware asset inventory
Oversees system setups, breakdowns, and office moves
Supports conference room services with video conferencing, AV setups, and take-downs
Supports mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system
Supports telephone and voicemail systems
Tracks user support requests and system failures
Escalates more complex issues to advanced support service teams and communicates with end users
Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems
Performs preventative and routine maintenance
Procures miscellaneous technology supplies
Coordinates with IT vendors and other departments
Works with core IT teams on implementation and support of technology rollouts and projects
Recognizes and makes recommendations for training where opportunities exist to address common support issues