Technical Support Specialist in Pittsburgh, PA

Law Firm

Pittsburgh, PA

Technical Support Specialist in Pittsburgh, PA

Law Firm Non Legal Department

No

Job Title: Technical Support Specialist

Job Responsibilities:
The Technical Support Specialist at the law firm is a vital member of the Global Service Desk, tasked with delivering first-line technical support to all internal clients. This role is integral in ensuring exceptional customer service support across all firm locations. The key responsibilities include:

- Acting as the initial point of contact for any correspondence from internal clients regarding application, hardware-related inquiries, or issues related to Microsoft Office, Windows OS, Citrix-based solutions, and smart devices.
- Delivering consistent responses to clients following established service level agreements.
- Managing the ticketing system, providing detailed identification of root cause, troubleshooting steps performed, and resolution of the issue.
- Documenting and updating knowledge base articles and internal procedure workflows.
- Performing entry-level system administration tasks.
- Working independently to monitor and complete tasks in the queue.
- Continually evaluating opportunities to improve efficiency and effectiveness when resolving issues.

Additional duties may include application testing prior to rollouts and participation in internal projects as assigned.

Education and Experience Information:
A qualified candidate for the Technical Support Specialist position should possess the following education and experience:

- An Associate’s Degree or a technical school certificate is required.
- The ability to multi-task, work under pressure, and handle interruptions while maintaining flexibility in work assignments.
- Effective communication skills and the ability to interact with diverse personalities while maintaining a professional attitude.
- The ability to thrive in a fast-paced environment with a high degree of resiliency.
- Prior experience working for a professional services organization is desirable.
- Previous experience using Service Management tools is desirable.
- Help Desk Institute certifications such as Customer Service Representative (CSR), Support Center Analyst (SCA), and Knowledge Center Support (KCS) are desirable.
- ITIL v3 Foundations or Microsoft certifications are also desirable.

Additional abilities required include occasional overtime, the ability to work occasional holiday and/or weekend shifts to support the business on a 24/7 basis, and flexibility to change shifts to meet business needs. This job operates in an office setting and is largely sedentary, requiring the routine use of a computer and other standard office equipment. The ability to open file cabinets, lift files, bend, and stand on a stool may also be required.

Salary Information:
The compensation salary for the Technical Support Specialist position ranges from $54,000 to $81,000. The exact salary will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors.

Benefits:
The law firm offers a comprehensive suite of benefits to help meet the needs of its personnel now and in the future. Depending on eligibility, options for full-time personnel include:

- Medical/Prescription Drug Coverage (including a Health Savings Account feature)
- Dental Insurance
- Vision Insurance
- 401(k) Retirement Plan and Profit Sharing
- Short- and Long-term Disability Protection
- Life Insurance (including Basic, Supplemental, Spouse, Child, and Accidental Death and Dismemberment)
- Paid Time Off (20 days/year through the first 4 years of employment; 25 days/year after 5 years of employment)
- Parental Leave (18 weeks of which 6 are paid; short-term disability may provide additional paid time off)
- Paid Holidays (12)
- Flexible Spending Accounts
- Employee Assistance Program
- Professional Development and CLE Credit Opportunities
- Hybrid/Remote Work Opportunities
- And other benefits including: technology, entertainment, and travel discount programs, bereavement leave, and all other benefits required by law.

Equal Employment Opportunity:
The law firm is an equal opportunity employer. Employment decisions are based on merit, qualifications, and competence. Employment practices are not influenced or affected by a person’s race, religion, creed, color, national origin, and other characteristics protected by applicable federal, state, or local law. The firm provides an environment free of prohibited harassment of any kind and complies with federal and state disability laws, making reasonable accommodations for applicants and employees with disabilities.