Technical Support Specialist in Miami, FL

Law Firm

Miami, FL

Technical Support Specialist in Miami, FL

Law Firm Non Legal Department

No

Job Title: Technical Support Specialist

Job Responsibilities:
The Technical Support Specialist is a member of the Global Service Desk responsible for delivering first-line technical support to all internal clients within the law firm. The primary responsibilities include:
- Acting as the initial point of contact for internal clients regarding any 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 causes, troubleshooting steps performed, and resolution of issues.
- 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.
- Continuously evaluating opportunities to improve efficiency and effectiveness when resolving issues.
- Participating in application testing prior to rollouts.
- Engaging in internal projects as assigned.

Education and Experience Information:
Candidates for the Technical Support Specialist position should possess:
- An Associate’s Degree or a technical school certificate.
- 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 capacity 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 desirable.

Additional Abilities Required:
- Occasional overtime is required.
- The ability to work occasional holiday and/or weekend shifts to support the business on a 24/7 basis.
- Flexibility to change shifts to meet business needs.
- This job operates in an office setting and is largely sedentary, requiring 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, including:
- Medical/Prescription Drug Coverage with a Health Savings Account feature.
- Dental and Vision Insurance.
- Wellness Program and Pre-tax Commuting Benefits.
- 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.
- Health Advocacy Services and Paid Time Off.
- Parental Leave and Paid Holidays.
- Student loan refinancing options and access to a student loan concierge service.
- Additional benefits such as Pet Insurance, Identity Protection/Restoration and Fraud Insurance, and Family Building Benefits.
- Flexible Spending Accounts and Employee Assistance Program.
- Professional Development and CLE Credit Opportunities.
- Hybrid/Remote Work Opportunities and 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 by race, religion, creed, color, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, parental status, sexual orientation, age, veteran status, or any other characteristic protected by applicable law. The firm provides an environment free of prohibited harassment and complies with disability laws, making reasonable accommodations for applicants and employees with disabilities.