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.
