Legal Staff Information Technology in Louisville, KY

Law Firm

Louisville, KY

Legal Staff Information Technology in Louisville, KY

Legal Staff

Min 2 yrs required

No

Job Title: End User Support Specialist

Job Responsibilities:
The End User Support Specialist is responsible for providing both on-site and remote support for all end-user issues within the law firm. The position involves the installation, configuration, and maintenance of firm-approved applications, peripherals, and desktop technology. Key responsibilities include:

- Managing the Help Desk ticket queue assignments, ensuring follow-up desktop support, end-user communication, and thorough ticket documentation within the Help Desk system.
- Documenting all tickets with detailed, step-by-step resolutions or workarounds, and conducting further research if only a workaround is provided.
- Responding to technical assistance requests via phone, email, or the Help Desk ticket system.
- Following up on tickets at pre-defined intervals until they are resolved.
- Occasionally traveling between offices to support end-users or to receive training.
- Creating knowledge-based articles for complex fixes related to user issues.
- Installing, monitoring, and maintaining all hardware, software, mobile devices, and peripheral equipment provided by the firm.
- Providing a weekly management report to the IT Department Helpdesk Manager detailing the projects and accomplishments attained during the week.
- Contributing to the development of technology guidelines, policies, and procedures.
- Offering support, guidance, and advice related to technology to end-users involved in prosecuting or defending lawsuits.
- Performing additional or different functions as assigned from time to time.

Education and Experience Information:
The position requires an Associate’s degree, computer certification, or equivalent education in a computer science field. Candidates must have at least two years of experience in supporting users in a helpdesk or customer service technical role. Essential skills include:

- Excellent knowledge and ability to support software, particularly the Microsoft Office Suite.
- Strong researching and troubleshooting skills.
- Professional interaction capabilities with all levels of internal and external contacts.
- A customer service-oriented approach with knowledge of PC hardware, Windows 10 operating system, and general hardware accessories and software installation and troubleshooting methods.

Preferred qualifications include two years of experience providing end-user support in a law firm or other professional services environment such as accounting or consulting.

Salary Information:
The position is non-exempt and full-time, requiring hours per week. While specific salary information is not provided in the text, the role requires more than 40 hours per week at times, including potential travel to support other offices, and participation in an on-call After Hours rotation.

Working Conditions:
The role involves physical effort, including the ability to lift and move up to 50 pounds (such as PCs, servers, printers, etc.), as well as stretching, reaching, and sitting for long periods. The End User Support Specialist must be able to work under stress and time constraints and navigate a busy environment with attorneys and staff while handling all matters discretely and confidentially. The work environment is primarily indoors, with some vehicle travel involved, and requires extended periods working on a PC and phone. The incumbent must be able to perform duties with or without reasonable accommodation made by the employer.