Part Time Technical Support Specialist

Seyfarth Shaw LLP•Dallas, TX

1d•Onsite

About The Position

As a Part Time Technical Support Specialist you will provide concierge level technical support service to our professionals and staff either desk side, phone, email, or remotely. You will be responsible for analyzing and making decisions/judgements about technology challenges and problems, and will assist with identifying technology, training, and customer service improvements. You’ll also be responsible for building and maintaining positive and proactive service relationships within TSG and with firm customers through project team membership, proactive incident and problem resolution, teamwork, and effective communication.

Requirements

Minimum 1-3 years of general IT support experience in the legal environment.
Knowledge with Microsoft Windows 10/11 and Microsoft Office 2016/M365 within a professional services organization.
Knowledge and support of various mobile devices and platforms.
Knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool (SCCM, etc.).
Knowledge of AV/Video Conference room setups and support
Experience with Virtual Meeting platforms (Zoom, WebEx, MS Teams, etc.)
High level of client service orientation a must.
Ability to handle conflict and difficult situations within a technical and client service environment.
Exceptional communication abilities to all levels of personnel.
Ability to adapt to changing technology within a professional services organization.
Ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients.
Self-motivated and the ability to execute tasks and make decisions in a high-pressure environment.
Proven leadership skills, characteristics, and track record of achieving client service results.

Responsibilities

Contribute to process and organizational development and improvements where necessary.
Collaborate with IT leadership to identify and facilitate issue prioritization and decision making process.
Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the firm.
Provide world-class concierge level of technical support, desk side and remotely for hardware and software.
Use the incident management system to properly document and escalate issues as they are reported in a timely while communicating status to the client.
Proactively learn about current and newly released applications.
Collaborate within the larger IT support team to ensure the highest level of customer support and resolution.
Set up and deliver of various hardware and audio visual requests within the conference meeting rooms.
Ensure all office-integrated conference rooms are kept in appropriate working order.
Seek and identify opportunities to enhance the clients’ experience with the firm’s technology.
Manage IT hardware assets.
After-hours availability to assist with client serve delivery, system maintenance, and projects as needed.