Job Title: Senior Technical Support Specialist
Job Responsibilities:
The Senior Technical Support Specialist is tasked with providing Level II technical hardware and software support. This role involves escalation, guidance, and coordination of the Technical Support Specialists. Key responsibilities include:
- Assisting users in resolving computer-related issues, including inoperative hardware or software and network connections.
- Assisting with projects involving new hardware or software conversions.
- Utilizing and maintaining call records within the IT Service Management System.
- Reviewing and prioritizing open requests and incidents assigned to the local Desktop Support team.
- Offering technical and procedural guidance to team members for escalations to other IT groups, vendors, or authorized contractors, following the law firm's escalation procedures.
- Maintaining personal computers, printers, monitors, and scanners in good operating condition and correcting any product malfunctions and failures.
- Performing hardware support functions such as end-user support, desktop support, laptop support, visiting office setups, and smartphone tasks. This includes computer imaging, post-image configurations, and basic printer troubleshooting.
- Managing and processing hardware warranty claims and facilitating warranty repairs with third-party vendors.
- Providing preventive hardware and software maintenance, performing diagnostics, and updating software releases as necessary.
- Offering break/fix support for telephone hardware at end-users’ desktops, including handsets, telephone cords, and telephone base-units.
- Conducting minimal troubleshooting of applications standard within the law firm's environment and supporting third-party applications in coordination with vendors.
- Installing business-related software and resolving hardware and software problems on personal computers owned by the law firm.
- Ensuring visiting lawyers can access firm data and that outside visitors can connect to the Internet. This includes ensuring visitor equipment is set up and functioning prior to arrival.
- Managing assets both deployed and in inventory, maintaining accurate inventory records for each user and each piece of equipment, and coordinating hardware moves, changes, and exchanges.
- Performing other duties as required.
Education and Experience Information:
To successfully perform this job, an individual must meet certain educational and experience requirements:
Required:
- A
- A minimum of 3 years of experience providing end-user support for corporate technology.
- Proven success in supporting technology and delivering quality customer service in a high-performance culture.
- Experience with Windows-compatible personal computers and Microsoft Operating Systems.
- Experience with mobile devices in a corporate setting, such as iPhones, Androids, and MiFi.
- Proficiency with Microsoft Office, Citrix, and legal-specific applications.
Preferred:
- Experience in a law firm.
- Microsoft Office certifications.
Other Skills and Abilities:
The successful candidate will also need:
- Strong organizational skills.
- Strong attention to detail.
- Good judgment.
- Strong interpersonal communication skills.
- Strong analytical and problem-solving skills.
- The ability to work harmoniously and effectively with others.
- The ability to preserve confidentiality and exercise discretion.
- The ability to work under pressure.
- The ability to manage multiple projects with competing deadlines and priorities.
Salary Information:
Salaries for the Senior Technical Support Specialist role vary by location and are based on numerous factors, including market relevance, skills, experience, and education of the selected candidate. The compensation package includes bonus eligibility and a comprehensive benefits program. For those reporting to a supervisor in New York, the target salary range is $85,000 - $100,000.
Note: **Members Only** is an Equal Opportunity Employer.
