Technical Support Specialist
Haynes and Boone, LLP•Dallas, TX
•Onsite
About The Position
The Technical Support Specialist is a key member of our User Experience (UX) team, serving as the front-line support critical to improving end-user experience and driving IT support excellence. This non-exempt position is responsible for providing desk-side hardware and software support, video conference support, and basic network support to attorneys and staff. The individual will also support a variety of wireless and handheld devices.
Requirements
- Working knowledge of Microsoft Office Suite of applications.
- Extensive knowledge of Windows OS; computer hardware and software.
- Experience supporting handheld devices with a specific emphasis on iPhone/iPad and Android devices.
- Three or more years of experience in an IT HelpDesk or support environment required.
- High school diploma.
Nice To Haves
- Experience with HP LaserJet Printers and Ricoh photocopiers and printers preferred.
- Three or more years of Level 2 desk-side support experience is desired.
- Law firm experience preferred.
- A+ certification and some college are preferred.
Responsibilities
- Hardware and software setup and support including handheld devices.
- Video Conference support, including conference room technical setup, maintenance, room preparation, call initiation, and lawyer/user assistance before and during video conferences.
- Analyze and resolve problems with desktop/laptop hardware, OS, and applications software.
- Tier 2 troubleshooting on desktop/laptop hardware and software, operating system, and firm’s software applications (MS Office, NetDocuments, Google Chrome, Internet Explorer, Elite, PDF, InterAction, Zoom, etc.).
- Basic software troubleshooting on applications used at the firm, including Microsoft Office Suite, Internet Browsers, Accounting, PDF, Contact Management, and the firm’s Document Management System.
- Printer, scanner, video conferencing, and projector support.
- Assist Engineers in troubleshooting onsite issues.
- Understand user application needs and the growth of the Firm’s application offerings.
- Communicate appropriately regarding resolution and ensure appropriate documentation is completed after each incident.
- Serve as Tier 1 subject matter expert (SME) on firm applications.
- Assist with hardware inventory, including laptop checkout duties.
- Assist laptop users with remote “road warrior” skills, such as use of remote desktop and VPN access.
- Create and update tickets using the HelpDesk ticketing database.
- Assist with maintaining IT inventory.
- Act 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.
Benefits
- On-call and after-hours support as needed.
- Overtime, weekends and occasional travel required.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
