Please send resume should you be interested in the following IT Support Specialist position located in Boston. This is a full-time, direct-hire position with a salary between 80-95K plus awesome benefits. Please pass along to your colleagues if you're not interested as we do pay referral fees.
Title: IT Support Specialist
Location: Boston
Salary: 80-95K
OT eligible: NO
Work Environment: 100% onsite
Law Firm experience: HIGHLY PREFERRED
Bachelor's degree: Preferred
ESSENTIAL DUTIES AND RESPONSIBILITIES*
Provide onsite and remote technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
Collaborate with the Level 1 Service Desk to troubleshoot requests prior to escalation to a Level 3 analyst.
Provide explanation and training to Level 1 Service Desk in order to build technical knowledge, including firm policies and procedures.
Use remote control tools to assists customers when needed.
Clearly and concisely log details using the Service Desk ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests. When escalation to Level 3 is required, ensure information is thorough and current to ensure an effective handoff.
Provide regular status to customers for issues that need time to troubleshoot and research, including updating the Service Desk ticketing system until the request is completed.
Anticipates customer needs and proactively identifies solutions
Translates complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
Perform new arrival onboarding to ensure that new hires have all necessary knowledge, information and access to perform their role
Perform ongoing individual and small group education on firm-supported software and hardware as needed, as well as new applications and offerings
Plan and manage training plans for large groups, such as fall associate and summer associate programs
Collaborate with technical owners to prepare, update and maintain training materials for new programs
Maintain and coordinate training schedules and sessions
Build, maintain and coordinate training content in the firm's LMS
Image, configure and deploy laptop and desktop in an enterprise environment as needed.
Report trends and unusual inquiries received to the Service Desk to department leadership to identify issues and problems with the technology platform.
Collaborates with the manager in developing processes, policies and standards for technology services.
Participates in software and new service testing, as well as provide feedback to relevant technical owners on new products and software updates.
Participates in regularly scheduled technology calls to understand firm strategies and new products and services.
Completes special projects on various issues as needed.
Knowledge/Skills/Abilities:
Advanced knowledge in Microsoft Windows and Microsoft Office, including Outlook, Word, Excel, PowerPoint, web-browsing and SharePoint.
Advanced knowledge in Microsoft Teams.
Advanced knowledge in troubleshooting complex issues relating to computer hardware, phones, printers and mobile devices.
Advanced knowledge with remote access, including Citrix, VPN and VDI.
Working knowledge of Active Directory and SCCM.
Experience using remote connectivity and remote-control software tools in order to troubleshoot and assist customers.
Working knowledge of general data security protocols and requirements to maintain a safe and secure technology platform.
Understands general network architecture, including switches, routers, circuits, virtual servers and data centers.
Strong troubleshooting knowledge with skills in decision making and strategic thinking.
Attention to detail, with the ability to notice what others seem to miss.
Able to work independently and as part of a team.
Organized and consistently executes tasks effectively and efficiently.
Excellent interpersonal skills including telephone skills, verbal and written communication skills, active listening and customer care.
Communicates effectively in person and in writing, with the ability to translate technical concepts to non-technical people.
Remains flexible and adapts to changes in tasks, projects or processes, whether planned or unforeseen.
Ability to remain calm when resolving customer issues.
Outstanding ability to perform logical troubleshooting in pressure situations.