Technical Support Specialist in Harrisburg, PA

Law Firm

Harrisburg, PA

Technical Support Specialist in Harrisburg, PA

Law Firm Non Legal Department

No

Job Title: Technical Support Specialist

Job Responsibilities:
The Technical Support Specialist at the law firm is an integral part of the Global Service Desk, tasked with delivering first-line technical support to all internal clients across various locations. This role is pivotal in ensuring the delivery of exceptional customer service support throughout the firm. Key responsibilities include:

- Acting as the initial point of contact for any correspondence from internal clients concerning applications, hardware-related inquiries, or issues involving Microsoft Office, Windows OS, Citrix-based solutions, and smart devices.
- Providing consistent responses to clients in adherence to established service level agreements.
- Managing the ticketing system with detailed documentation of root causes, troubleshooting steps, and resolutions.
- 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 in resolving issues.

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

Education and Experience Information:
Candidates are expected to possess an Associate’s Degree or a technical school certificate. The role requires the ability to multitask, work under pressure, and handle interruptions while maintaining flexibility in work assignments. Effective communication skills and the capacity to interact with diverse personalities while maintaining a professional attitude are essential. The ability to thrive in a fast-paced environment with a high degree of resiliency is also necessary.

Desirable experience includes prior work in a professional services organization and familiarity with Service Management tools. Certifications from the Help Desk Institute, 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 advantageous.

Additional Abilities Required:
- Occasional overtime is required.
- Ability to work occasional holiday or weekend shifts to support the business on a 24/7 basis.
- Flexibility to change shifts to meet business needs.
- The 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 this position ranges from $54,000 to $81,000, determined during the interview process. The salary will vary based on multiple factors, including prior experience, relevant expertise, current business needs, and market factors.

About the Law Firm:
The law firm is a fully integrated global entity with lawyers located across five continents in more than 40 offices. The firm has experienced dramatic growth over the past decade and is now among the largest law firms globally. The firm prides itself on innovation, imagination, and an entrepreneurial spirit, guiding clients through complex issues across various industry sectors and regions worldwide. The firm's culture emphasizes inclusivity, diversity, and a holistic approach to career development for all professionals.

Benefits:
The law firm offers a comprehensive suite of benefits for eligible full-time personnel, including:
- Medical/Prescription Drug Coverage with a Health Savings Account feature
- Dental and Vision Insurance
- Wellness Program
- Pre-tax Commuting Benefits
- 401(k) Retirement Plan and Profit Sharing
- Business Travel Accident Insurance
- 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 first 4 years of employment; 25 days/year after 5 years)
- Identity Protection/Restoration and Fraud Insurance
- Parental Leave (18 weeks, with 6 paid)
- Student loan refinancing options
- Paid Holidays (12)
- Addiction Resources
- Family Building Benefits
- Breast Milk Delivery and Lactation Support Services
- Flexible Spending Accounts
- Bonuses and certain expense reimbursements
- Employee Assistance Program
- Professional Development and CLE Credit Opportunities
- 529 Deductions
- Relocation
- Accident and Critical Illness Insurance
- Hybrid/Remote Work Opportunities
- Hospital Indemnity Insurance
- Technology, Entertainment, and Travel Discount Programs
- Bereavement Leave
- All other benefits required by law

Equal Employment Opportunity:
The law firm is an equal opportunity employer, making employment decisions based on merit, qualifications, and competence. Employment practices are not influenced by race, religion, creed, color, national origin, ancestry, citizenship, disability, medical condition, marital status, sex, gender identity or expression, sexual orientation, age, familial status, or any other characteristic protected by law. The firm provides an environment free of prohibited harassment and complies with federal and state disability laws, offering reasonable accommodations for applicants and employees with disabilities.