IT Operations Support Specialist - Wilmington, United States - Benesch Law

Description

Who We Are

At Benesch we pride ourselves on exceeding expectations and building trust not only with our clients but with our employees - Benesch's #1 asset. Committed to providing not only the highest level of legal service to our clients, Benesch also aspires to create a positive work environment for our employees. Our Firm continues to earn placement on Chicago and Cleveland's Top Workplaces list, along with Cleveland's NorthCoast 99 Top Workplaces rankings. We also continue to advance on the AmLaw 150 list, placing us among the top 150 law firms in the country.

Benesch is proud to be recognized for being a Firm that attracts and retains top talent - making Benesch a great place to work. We offer a hybrid schedule, career development and growth, transparent and visible leadership teams, and a place where diversity, equity and inclusion is celebrated. In addition, the Firm offers a full array of benefits which can be viewed at .

Working with Us - Come and "Be Benesch"

We are one of the fastest growing firms in the nation, and have offices in Chicago, Columbus, San Francisco, New York City, and Wilmington. We continue to expand our geographic footprint and value the talent that comprises each of our locations. If you are someone who champions a First in Service approach and are ready to be part of an exciting and growing Firm, we would invite you to apply to join our team.

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Benesch is proud to announce the opening for an IT Ops Support Specialist in our Wilmington office This position is hybrid and has work from home flexibility.

Position Summary:

Do you find excitement in being the "go to" person for all things IT? Do you have a passion for troubleshooting and resolving people's technology problems? Then you may be interested in our IT Ops Support Specialist position. This role is perfect for the individual looking to play a crucial role in Benesch's Wilmington office.

The IT Operations Support Specialist is an integral part of the IT Operations team. This person is responsible for taking direct inquiries from our personnel, establish a proper mitigation path and delivering a positive client experience while engaging team members for input, direction and strategy. Requests can range from the support of core business applications to common targets like Email, Remote Access and smartphone/tablet use. The IT Operations Support Specialist works as part of a team that are change agents and deliver solutions in a strategic, team-oriented setting to enhance firm leverage of technology and the user experience. This person is a self-starter with ability to quickly digest the complexity of an issue, put it in context and engage the appropriate resources to resolve with the highest level of customer service and value.

Essential Functions:

1. Communicates with all internal and external clients via phone, email, chat and direct in-person engagement.
2. Willingness to engage on any technology request, gather relevant factors to facilitate a meaningful outcome (or agreeable next step).
3. Serves as a liaison to training/learning. Help to translate needs, targets and timing.
4. Dynamically prioritizes tasks and delivery targets while maintaining proper awareness with team/lead.
5. Utilize solid troubleshooting and client-based outcome methods to own the support experience.
6. Identify and communicate roadblocks, challenges and opportunities to our team in regard to increasing the leverage of technology. Be a technology advocate.
7. Assists in team support of a multi-office environment with a diverse population of users and modern mix of Windows platforms (W10/W11), Video/Web Conferencing use, unified communications tools and BYOD devices.
8. Occasional direct communication with specific software or hardware vendor support.

Additional Responsibilities:

1. Works to evolve personal technology skillset, shares critical knowledge and challenge colleagues in improving overall firm technology experience.
2. Ability to re-create user scenarios to analyze outcomes/improvements on supported user desktops applications, gather user input and feedback for best path.
3. Occasional travel to other offices to perform defined operational duties.
4. Able to digest, follow and advise users on established firm security and privacy standards/protocols. Advancing own security skillset and mindset is integral.
5. Performs other duties and projects as assigned

Privacy and Confidentiality:

Security and Privacy are core components of our Firm and client delivery. Due to the nature of your employment, you will be exposed to various documents, emails, content, passwords, logins, systems, security measures, business insights, etc. Everything is deemed private and confidential unless expressly directed by approved firm parties to share, use or disseminate. Never share data with outside parties without proper consent, access vetting and secure delivery.

Qualifications:

The IT Operations Support Specialist must possess a high school diploma. A Bachelor's degree in computer science or 2-4 years of equivalent work experience is preferred. Work experience and/or certifications that represent a solid core technology foundation. Desktop support knowledge, which includes Active Directory, mobile and RDP/VPN support, Office 2016/365, Jabber, Web/Video Conferencing, Windows 10/11 on a variety of hardware, is required. Legal applications knowledge or background is a plus. Strong and effective communication and interpersonal skills are required. Must possess an excellent customer service attitude and the ability to work well with clients, the IT team and other groups. Ability to balance client outcomes amongst competing demands is a must. Occasional evening and weekend work may be required, with minimal advance notice. Occasional travel for education and other office visits may be required.

Benesch is an equal opportunity employer. We strongly value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact the Benesch Human Resources Department by phone at or email at .

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities