User Support Specialist

BakerHostetler Career•Cincinnati, OH

9h•$65,000 - $75,000•Onsite

About The Position

The User Support Specialist is responsible for delivering high-quality technical support to over 1,960 users across the firm’s 18 offices. Support must be timely, accurate, friendly, and efficient to ensure users can effectively leverage technology in their daily work. The primary focus of User Support is the end user—ensuring their needs are met and their experience with technology is seamless. This role requires strong customer service, communication, problem-solving, and organizational skills. It also demands technical proficiency in core applications, devices, and systems, along with a broad understanding of the diverse technologies typically found in a large professional services environment. This is an on-site position in our Cincinnati, OH office.

Requirements

Equivalent combination of education and experience may substitute for education requirements.
Bachelor’s degree with a minimum of 3-5 years of experience in the IT field, along with a minimum of one year in a support role is required, or equivalent combination of education and experience
Demonstrated proficiency in Windows 11, Microsoft Office 365 Suite—particularly Word, Outlook and Excel—as well as the ability to accurately type and enter data.
Familiarity with Microsoft Access, SharePoint, PowerBI or other database applications is also required.
The User Support Specialist must have the ability to communicate effectively with staff at all levels. This includes presenting information clearly in one-on-one and small group settings to both professional and support personnel. The role requires the ability to write clear and concise correspondence and routine messages, as well as read and comprehend basic instructions, short communications, and memos. Additionally, the specialist should be capable of interpreting a variety of documents such as operating procedures, technical manuals, business publications, professional journals, government regulations, financial reports, and legal documents.
The User Support Specialist must possess basic mathematical skills, including the ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals across various units of measure. These skills are essential for performing routine calculations and interpreting technical data accurately.
The User Support Specialist must demonstrate strong reasoning and analytical skills. This includes the ability to apply common sense understanding to follow instructions provided in written, verbal, or diagram form. The role requires the ability to address problems involving multiple concrete variables in standardized situations, as well as define issues, gather relevant data, establish facts, and draw valid conclusions. The specialist should be capable of interpreting a wide range of instructions and managing both abstract and concrete variables. Independent thinking and sound decision-making are essential to success in this role.
Demonstrated ability to multi-task and be detail-oriented with strong organizational skills.
Strong communication skills.
Excellent organizational and planning skills, with ability to prioritize multiple tasks and projects to meet deadlines.
Ability to work overtime when needed. Work may require more than 40 hours per week to perform the essential duties of the position.
Ability to work in a fast-paced environment with strict deadlines.
Ability to exercise discretion with confidential and sensitive information.
Must be able to perform essential duties of the position with time constraints and interruptions.
A strong client service approach and team orientation.
Demonstrate good judgment, tact, and flexibility under pressure in a mixed-matrix environment with may competing priorities.
A valid driver’s license is required, and occasional travel may be necessary to support users across multiple office locations.

Nice To Haves

5+ years of experience in end user support preferred.
Professional services experience is highly desirable.
The ideal candidate will have a proven aptitude for learning new software applications and adapting quickly to evolving technologies.
Proficiency in collaboration tools like Microsoft Teams.
Proficiency in Generative AI tools like CoPilot.
Extensive experience NetDocuments Document Management System, as well as other legal-specific core applications.
Proficient in hardware support for laptops, tablets, desktops, printers, and peripherals, including wireless devices such as iOS and Android smartphones.
Experienced in setting up and supporting audio/visual equipment for meetings, including Microsoft Teams, Zoom, and video conferencing platforms.
Strong knowledge of application testing, maintenance, and compatibility within a professional services environment – preferably in a large law firm.

Responsibilities

Provide Tier 2 technical support for end-user hardware, software, and application issues across the firm’s offices, both in-person and remotely via phone and remote access tools.
Serve as the primary point of contact for users during issue investigation and resolution.
Exhibit technical expertise in desktop and application support, including hands-on troubleshooting of hardware (desktops, laptops, printers, mobile/wireless devices).
Provide support both onsite and remotely.
Accurately log all support interactions in the Footprints Help Desk ticketing system. Ensure entries are detailed and useful for knowledge sharing.
Meet departmental service level targets for response and resolution times.
Review open tickets daily, provide updates, and maintain ownership through resolution, including documentation of Tier 3 consultations.
Perform testing of software applications, updates, and security patches using firm-approved test matrices. Validate usability, performance, and compatibility of core PC applications and systems.
Participate in project teams for initiatives of varying size and scope. Meet project milestones, deadlines and collaborate with project managers to complete assigned tasks.
Apply strong problem-solving skills to proactively identify, define, and resolve issues before they escalate. Collaborate with others to gather input and maintain a balanced perspective when addressing challenges.
Deliver exceptional customer service through consultation, installation, troubleshooting, training, and support. Maintain professionalism and effectiveness across all communication channels including face-to-face, phone, email, and remote sessions.
Conduct one-on-one training sessions as needed. In offices without dedicated trainers, the User Support Specialist is responsible for ad hoc training.
Identify and act on training opportunities during support interactions to educate users on firm technologies, including software applications, hardware, and access methods.
Demonstrate effective planning and organizational skills by managing time efficiently, maintaining attention to detail, and aligning daily and weekly tasks with broader team goals. Think systematically to improve processes and workflows.
Communicate clearly and professionally in both verbal and written formats. Maintain positive, ongoing communication with end users and keep them informed of issue status. Share relevant updates, insights, and new technologies with team members.
Perform other duties as assigned.