Technical Support Specialist

Haynes and Boone, LLP•Orange County, FL

1d•$75,000 - $81,000•Onsite

About The Position

The Technical Support Specialist is a front-line member of the User Experience (UX) team, providing desk-side hardware and software support, video conference assistance, basic network support, and support for wireless and handheld devices to attorneys and staff. The role includes Tier 2 desktop and laptop troubleshooting and Tier 1 subject matter expertise on firm applications. The specialist documents incidents, communicates resolutions, assists IT engineers, and supports users in the office and remotely. The position reports to the Technical Support Manager and has no subordinate staff. It is based in an office environment, with some offsite projects and occasional travel. Work after normal business hours and on weekends is required as needed, including participation in an after-hours and weekend on-call rotation. The stated expected salary range is $75,000–$81,000, with the final offer potentially varying based on experience and skillset.

Requirements

At least three years of experience in an IT HelpDesk or support environment.
Working knowledge of Microsoft Office Suite applications.
Extensive knowledge of Windows operating systems, computer hardware, and software.
Experience supporting handheld devices, particularly iPhone/iPad and Android devices.
Outstanding customer service abilities.
Excellent written and verbal communication skills.
Ability to communicate with staff at all levels, attorneys, management, vendors, and client representatives.
Strong initiative and drive, and ability to work in a team environment with minimal supervision.
High school diploma.
Ability to move around the office up to 70% of the time, and up to 100% during occasional office build-outs or system upgrades.
Ability to operate, inspect, and position computers and other office productivity machines; position oneself beneath desks to maintain or troubleshoot computers up to 25% of the time; and move computer equipment weighing up to 20 pounds frequently and computer/server equipment weighing up to 50 pounds occasionally.
Ability to communicate and exchange information constantly with firm attorneys and staff.
Availability to work after normal business hours and on weekends as required for video conference support, equipment moves, and IT projects; participate in the after-hours and weekend on-call rotation.
Overtime, weekends, and occasional travel are required.

Nice To Haves

Three or more years of Level 2 desk-side support experience.
Experience with HP LaserJet printers and Ricoh photocopiers and printers.
Law firm experience.
A+ certification.
Some college.

Responsibilities

Set up and support hardware and software, including handheld devices.
Provide video conference support, including conference room technical setup and maintenance, room preparation, call initiation, and user assistance before and during conferences.
Analyze and resolve desktop and laptop hardware, operating system, and application software problems.
Provide Tier 2 troubleshooting for desktop and laptop hardware and software, operating systems, and firm applications.
Troubleshoot software used at the firm, including Microsoft Office, internet browsers, accounting applications, PDF software, contact management, and the firm’s document management system.
Support printers, scanners, video conferencing equipment, and projectors.
Assist engineers with troubleshooting onsite issues.
Understand user application needs and the growth of the firm’s application offerings.
Communicate appropriately about resolutions and complete incident documentation.
Serve as a Tier 1 subject matter expert on firm applications.
Assist with hardware inventory and laptop checkout duties.
Help laptop users with remote-work skills, including remote desktop and VPN access.
Create and update tickets in the HelpDesk ticketing database.
Assist with maintaining IT inventory.
Serve as a point of contact for IT engineers.
Maintain positive and professional relationships with staff and approved vendors.
Provide on-call and after-hours support as needed.
Perform other related duties as needed or assigned.