Technical Support Specialist in Charleston, SC

Law Firm

Charleston, SC

Technical Support Specialist in Charleston, SC

Law Firm Non Legal Department

No

Job Title: Technical Support Specialist

Job Responsibilities:
The Technical Support Specialist at the law firm is a crucial member of the Global Service Desk, tasked with delivering first-line technical support to all internal clients across the firm. This role is centered around providing exceptional customer service support to 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 in line with established service level agreements.
- Managing the ticketing system by providing detailed identification of root cause, troubleshooting steps performed, and resolution of issues.
- Documenting and updating knowledge base articles and internal procedure workflows.
- Performing entry-level system administration tasks.
- Independently monitoring and completing tasks in the queue.
- Continually evaluating opportunities to improve efficiency and effectiveness in issue resolution.

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 is expected to have:

- 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 capability 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 also desirable.
- Desirable certifications include Help Desk Institute certifications such as Customer Service Representative (CSR), Support Center Analyst (SCA), and Knowledge Center Support (KCS), along with ITIL v3 Foundations or Microsoft certifications.

Additional Abilities Required:
- Occasional overtime work may be 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 role 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 final 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 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)
- Back-up Child/Elder Care and access to a caregiving concierge
- Dental Insurance
- Wellness Program
- Vision Insurance
- Pre-tax Commuting Benefits
- 401(k) Retirement Plan and Profit Sharing
- Business Travel Accident Insurance
- Short- and Long-term Disability Protection
- Pet Insurance
- Life Insurance (including Basic, Supplemental, Spouse, Child, and Accidental Death and Dismemberment)
- Health Advocacy Services
- Paid Time Off (20 days/year through the first 4 years of employment; 25 days/year after 5 years of employment)
- Identity Protection/Restoration and Fraud Insurance
- Parental Leave (18 weeks of which 6 are paid; short-term disability may provide additional paid time off)
- Student loan refinancing options and access to a student loan concierge service
- Paid Holidays (12)
- Addiction Resources
- Family Building Benefits
- Breast Milk Delivery and Lactation Support Services
- Flexible Spending Accounts
- Employees may also be eligible to receive bonuses and certain expense reimbursements
- Employee Assistance Program
- Professional Development and CLE Credit Opportunities
- 529 Deductions
- Relocation
- Accident Insurance
- Employee Referral Program
- Critical Illness Insurance
- Hybrid/Remote Work Opportunities
- Hospital Indemnity Insurance
- Perks including Technology, Entertainment, and Travel Discount Programs
- Bereavement Leave
- All other benefits (such as leaves of absence) 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, ancestry, citizenship, physical disability, mental disability, medical condition, genetic information, marital status, sex, pregnancy, childbirth, breastfeeding, gender, parental status, gender identity, gender expression, sexual orientation, age, familial status, domestic violence victim status, military and veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy governs all aspects of employment including recruiting, hiring, compensation, benefits, promotion, assignment, and dismissal.

The firm is committed to providing an environment free of prohibited harassment of any kind, including harassment based on sex, race, age, disability, ethnic background, or any other category protected by law. The firm complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.