Technical Support Specialist

Summary: Under the direct supervision of the Technical Support Manager and, if applicable, the local Office Administrator, and according to established policies and procedures the Technical Support Specialist ensures the secure and efficient operation of the office’s systems, networks, applications, databases, telecommunications, audio/visual, end user devices (Laptops, Mobile Devices, Printers, Phones), and associated equipment/infrastructure by receiving, prioritizing, documenting, and actively resolving end-user help requests. The TSS will act as the face of the Information Technology in the local office.

Key Responsibilities:

• Receives end-user technical requests in a prompt and courteous manner via telephone, e-mail, in-person, or other methods.

• Documents all pertinent end-user information, including name, department, and contact information, nature of problem or issue, and problem details, in accordance with established procedures.

• Prioritizes and schedules, resolves, or escalates end-user technical requests in a courteous, timely, appropriate, and effective manner in accordance with established IT service-level agreements.

• Troubleshoots and resolves assigned end-user technical problems and issues over the phone, using remote-control utilities, or in-person at the desktop level.

• Tests fixes/solutions and provides follow-up communication with the end-user to ensure technical problems or issues have been adequately resolved.

• Familiarity with features of SharePoint, such as adding users or AD Security Groups to SharePoint groups and understanding the differences between a SharePoint List and SharePoint Library.

• Familiarity with Active Directory and ADFS, such as unlocking accounts and adding users to Security Groups.

• Uses software updates, drivers, utilities, knowledge bases, frequently-asked questions (FAQ’s), and internet research tools to aid in problem resolution and documentation, in accordance with established change management procedures.

• Performs hands-on fixes at the desktop level, including installing, upgrading, configuring, testing, monitoring, and troubleshooting end-user hardware and software.

• Provides end user training on a regular basis and as needed.

• Setup and configure IT and AV equipment as required for both internal and client facing events

• Performs regular preventive and corrective maintenance on audio/visual and end-user equipment including desktop PC’s, laptops, printers, phones, and mobile devices.

• Performs basic system and network administration tasks such as patch management, system and software upgrades, and scheduled maintenance, with support from a remote team.

• Assist and work across the IT organization and different IT teams such as systems, apps, project management, help desk, training, etc….

• Accurately documents desktop equipment or component failure, repair, installation, and removal.

• Assesses and communicates security risks associated with current and future technology implementations and solutions, including applicable processes.

• Required to be on an on-call rotation on a schedule basis throughout the year.

• 18. Ensures that information security measures and equipment adhere to all applicable laws and regulations.

• 19. Conducts technical research, as directed, regarding industry trends and emerging technologies to support new business processes or initiatives and makes proactive recommendations to IT management and to the office technology partners.

• 20. Available to travel to different locations when needed and be available for support 24x7x365 when needed.

• 21. Follow firm standards and protocols and assist with any other duties as assigned.

The employee must be able to perform all essential job duties and responsibilities of this position satisfactorily and as outlined, with or without reasonable accommodations. Reasonable accommodation requests may be accommodated, absent undue firm hardship.

Qualifications:

• Associate’s degree in a technology or business-related field or 2 years of relevant work experience.

• Prior law firm experience involving direct user support for a minimum of one year strongly desired.

• Certification as an ITIL or CompTIA A+ Technician is desired.

• Strong understanding and technical knowledge of PC operating systems, general and specialized legal applications, PC hardware and peripherals, and mobile devices, including: Microsoft Windows, e-mail, file and print services, data retention and recovery, remote access, network and PC security, laser and inkjet printers, iOS and Android devices, and Audio/Visual equipment.

• Demonstrated general troubleshooting ability including hardware and software.

• Strong understanding of problem management, change management, and IT best practices.

• Strong understanding of the firm’s goals and objectives.

• Demonstrated ability to apply technology solutions to solve business problems.

• Demonstrated ability to work in a team-oriented, collaborative environment.

• Highly self-motivated, self-directed, and attentive to detail.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Excellent written, oral, and interpersonal communication skills.

• Ability to present technical ideas in business-friendly and user-friendly language.

• Strong analytical, evaluative, and problem-solving abilities.

• Exceptional service orientation. 16. Basic knowledge of applicable laws and regulations as they relate to technology issues and data privacy laws and practices.

This job description is intended to describe the general requirements of this position. As such, it is not designed to cover or contain a comprehensive listing of job duties or responsibilities required in this job. Subject to firm needs, duties and responsibilities of this position may change at any time, on a temporary or permanent basis, and with or without notice.

Working Conditions:

• On-call availability and periodic outside business hour tasks

• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.

• Occasional inspection of cables in floors and ceilings.

• Lifting and transporting of moderately heavy objects (i.e., printers) up to 50 pounds.

• Normal office environment with little exposure to excessive noise, dust, temperature and the like.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

Equal Employment and Opportunity Statement:

Barnes & Thornburg is committed to equal employment opportunity in both principle and as a matter of policy. We will recruit, hire, train, promote, compensate and provide benefits to all applicants and employees without regard to ancestry, sex, race, color, ethnicity, national origin, gender, age, religion, religious creed, mental and/or physical disability, medical condition, military and/or veteran’s status, genetic information, marital status, sexual orientation, gender identity and/or expression, or any other basis protected by applicable federal, state and local laws. This policy applies to all recruiting, hiring, promotions, upgrades, layoffs, compensation, benefits, terminations and all other privileges, terms and conditions of employment. The firm complies fully with all federal, state and local equal employment opportunity laws.