IT Support Specialist II - Washington, United States - Anchorage Consultants LLC

Description

*This is NOT a remote position. *POSITION SUMMARY: The IT Support Specialist II is a critically important role situated in the IT Department responsible for inperson, telephone, and hardware support of all firmauthorized technology and related services, including troubleshooting and resolving technical problems. In many ways, the IT Support Specialist II is the IT Department's emissary to the rest of the firm since they'll support our attorneys and staff on a wide range of technology issues typically found in large law firms especially related to the processing of legal documents. The IT Support Specialist II supports the firm's IT System Engineers and must be able to resolve Help Desk trouble tickets quickly, pleasantly and efficiently. This position also provides new hire training and deskside coaching to attorneys and staff on the use of all of the firm's supported technology.

*KEY RESPONSIBILITIES:

*SPECIFIC DAILY RESPONSIBILITIES

• Resolve enduser calls presented by phone, email, or facetoface interactions, including issues with applications, computer hardware, printers, mobile devices, telephones, and basic network access.
• Log each user ticket as it occurs, monitor the firm's ticket queue dashboard, and resolve all assigned IT incident tickets using the firm's IT Service Management System.
• Resolve escalated local office or group assigned incident tickets.
• Use the firm's knowledge base of prior experience or consult other IT team resources in order to resolve incident tickets.
• Escalate tickets to appropriate support teams, when needed.
• Followup on open issues in each ticket with appropriate escalation teams and provide regular progress updates to customer.
• Refer risks to the firm's information security to the firm's IT Security Team and validate users requesting changes to their account or resetting their password.
• Record issues and document troubleshooting efforts using the firm's IT Service Management System.
• Conference room setup with video conferencing equipment, projectors. 10. Tracking of leased hardware and purchased inventory.

*PERIODIC RESPONSIBILITIES

• Participate in monthly IT maintenance server and desktop updates, and annual firelife safety shutdown testing.
• Perform lease returns, including preparing hardware to replace items that are due back to be returned, scheduling retrieval of old hardware from users, and wiping hardware prior to returning to leasing company.
• Participate in oncall rotation, responding to afterhour calls within firmdefined service levels.
• Work with IT team members on testing software applications, firm deployed images, and updating technical documentation.
• Assist with employee onboarding, including setting up PC, Phone, and creation of and testing new accounts.
• Submit new knowledge base articles, when appropriate.
• Set up and configure VOIP phones.
• Maintain server room and intermediate distribution frame rooms, including racking/de racking equipment.
• Maintain guest offices, including keeping guest computers freshly imaged.

*CANDIDATE QUALIFICATIONS: MINIMUM REQUIREMENTS

• Minimum 2 years' experience supporting technology in a large law firm.
• Expert proficiency in the Microsoft Office 2013/2016/2019 suite, particularly Word.
• Proficiency supporting Citrix, including performance and connectivity issues.
• Proficiency with commonlyused legal applications including document management systems, legal template and numbering software, document comparison software, timekeeping software, and Adobe Acrobat Professional.
• Expert proficiency in support of the Microsoft Windows operating system.

*DESIRED QUALIFICATIONS

• Bachelor's Degree.
• International law firm experience preferred.
• Ability to install, service and support Dell computer hardware.
• Ability to support maintenance activities in Active Directory, including creation and removal of user accounts.
• Ability to administer distribution lists, mobile devices and mailboxes within Microsoft Exchange Administrator console.
• Experience troubleshooting Microsoft Windows 10.
• Excellent communication and organizational skills, including the ability to interact effectively with a diverse range of customers in a calm and professional manner at all times, particularly under pressure.
• Ability to quickly learn new software applications and legalspecific software packages.
• Excellent time management, prioritization and organizational skills, including the ability to manage multiple assignments simultaneously and work effectively in a fastpaced and highpressure environment.
• Team player with a strong sense of customer service.
• Reliable and consistent attendance.
• Perform additional duties and functions as requested.
• Ability to maintain a high level of confidentiality.
• Ability to speak multiple languages preferred

Job Type:
Full-time


Pay:
$95,000.00 per year


Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Do you have experience troubleshooting Microsoft Windows 10?

Experience:

• Citrix: 2 years (Preferred)
• Microsoft Office 2013/2016/2019/365 suite: 3 years (Preferred)

* law firm IT Support: 3 years (Preferred)
* help desk and resolving tickets: 3 years (Preferred)


Work Location:
In person