Department: Information Technology
Reports to: Dallas IT Support Manager
FLSA Status: Non-Exempt
Hours: Core Hours: 8:30 a.m. – 5:00 p.m. Monday – Friday; frequent extended hours, often on short notice
GENERAL SUMMARY: Under the direct supervision of the Dallas IT Support Manager and following prescribed department, office and firm procedures, the IT Support Specialist is responsible for the day-to-day support of computer operations of the office. The IT Support Specialist is expected to perform all responsibilities with a commitment to providing superior service to the firm’s attorneys, advisors and staff, and maintaining an atmosphere of teamwork and continuous improvement. Above all, the IT Support Specialist must fulfill the needs of the firm in a manner which is consistent with the Firm’s Core Values.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Duties are performed throughout every work day, as necessary):
- Provide direct technical support (Level 1 and Level 2) for computer system users in the office.
- Support and troubleshoot both computer and telecommunications-related issues: software, hardware, network devices, printers, and smartphones.
- Handle tickets escalated from the Help Desk in a timely manner. Provide follow-up to users after initial visit. Retain ownership of own assigned tickets and update ticket logs daily.
OTHER ESSENTIAL DUTIES (Duties are performed periodically, as necessary):
- Lead projects as assigned by the Dallas IT Support Manager. IT projects include but are not limited to software upgrades, computer set-ups, phone upgrades and end-of-lease equipment returns.
- Set-up audio/visual and other presentation needs in conference rooms.
- Assist with training system users as required on all aspects of computer Technology.
- Participate in application testing.
- Participate in the weekly rotation of the after-hours department cell phone and provide after-hours support.
- Maintain accurate equipment inventory by following policies and with direction from the NY/PH IT Support Manager.
- Maintain and improve technical skills and abilities through continuing professional education and certifications.
- Light travel may be involved to other firm's locations.
CORE APPLICATIONS AND HARDWARE:
- MS Office 2010
- Desktop and Laptop computers
- MS Outlook
- Smartphone devices (BlackBerry, Apple, Android)
- Litera ChangePro
- Printers – Xerox, Lexmark and Hewlett Packard
- Document Management System
ESSENTIAL KNOWLEDGE, SKILLS AND COMPETENCIES:
- Ability to read, write and speak English
- Excellent oral and written communication skills
- Ability to read, comprehend and follow instructions
- Ability to communicate with attorneys and staff in an effective, non-technical manner
- Strong technical knowledge in relevant areas
- Demonstrated ability to train computer system users in one-on-one settings
- Ability to manage multiple priorities and adjust to changing priorities in a professional manner
- Willingness and ability to assume new tasks and responsibilities
- Proven ability to maintain and update technical knowledge and skills
- Strong service orientation, and an ability to establish and maintain effective working relationships with users, peers, office and firm management, and outside business partners
- Ability to work well under pressure, facilitate solutions, and meet deadlines and milestones for projects assigned
- Commitment to the office and firm
- Commitment to professional growth and development
EDUCATIONAL QUALIFICATIONS/JOB EXPERIENCE REQUIREMENTS:
- High School Diploma or equivalent
- At least a two-year college degree or technical school diploma is preferred; however substantial experience can substitute for education
- A minimum of three years’ experience in IT operations, preferably in a law firm environment