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Technical Support Specialist

2 months ago

Kansas City, United States Dentons Full time

Dentons US LLP is currently recruiting for a Technical Support Specialist to be resident in the Kansas City office. The Technical Support Specialist provides world-class client service and technical support for their assigned office. The Technical Support Specialist plays a critical role in supporting our clients' IT needs with a "white glove" approach. The position will report directly to the North America IT Client Service Manager, Regional Technical Support Lead as well as the local Office Management.

 

Responsibilities:

  • Provide full range of IT support (Windows 7, Windows 10, mobile devices) in line with "service excellence" and global standards to users in their assigned office, as required
  • Respond to customer/user support needs, inquiries, and requests promptly and professionally
  • Follow through on assignments and issues pertaining to internal customers
  • Perform software/hardware installation and support
  • Responsible for incident tracking and meeting SLAs in designated office and be responsible for resolving service desk tickets
  • Ensuring that incident queue management goals are met
  • Ability to work through complex problems and multitasking
  • Act as point of contact for office related IT needs and communicate with firm-wide IT staff, IT Client Services management, and local Office Management as necessary
  • Act as an escalation point for any problems in their designated office to resolve and work with firm-wide IT staff and Client Services management to resolve
  • Work closely with the local Office Management to assist in Client meetings and Audio Visual setups in the assigned office
  • Work with the Regional TSS Lead and other IT teams to continually improve the service offered in the assigned office
  • Willing to learn new technologies and work to improve existing technology operations.
  • Responsible for following Dentons imaging procedures as well as inventory, resource and asset management in the assigned office.
  • Assist with and organize local office projects that require IT assistance, supervising firm-wide IT directed projects locally and responsible for move, add and change requests for the assigned office
  • Adhere to all local and regional IT operational standards and procedures
  • Other duties, as assigned, to fully meet the requirements of the position

Experience & Qualifications:

  • 3+ years in End User Support experience
  • Strong oral and written communication and interpersonal skills
  • Ability to provide after-hours emergency support
  • Ability to interact with all levels of personnel as an advocate for user interest
  • Willing to learn new technologies and work with the IT team to provide input on improvements to existing systems
  • Strong knowledge of Microsoft Office 2010 and 2016. Windows 7 and Windows 10 operating systems. Windows Server 2012 and Print Server Management. Active Directory, MobileIron, RSA Console and other systems including Wi-Fi, printing and Cisco phones
  • Experience with remote access technologies and mobile devices
  • Self-directed, independently motivated and able to work well with minimal supervision
  • Ability to build strong relationship with our TSS members and firm-wide IT Staff
  • Associate's degree or equivalent experience required
  • Professional appearance and presentation required
  • Experience in working in a dual reporting structure. Although this position reports to the IT Client Service Manager, the individual will receive direction from the local Office Administrator and be responsible for following up with the local Office Administrator and firm-wide IT management

Dentons offers a competitive salary and benefits package including medical, dental, vision, 401k, profit sharing, short-term/long-term disability, life insurance, tuition reimbursement, paid time off, paid holidays and discretionary bonuses.

 

Dentons US LLP is an Equal Opportunity Employer of Individuals with Disabilities and Protected Veterans. We are an Affirmative Action Employer. Pursuant to local ordinances, we will consider for employment qualified applicants with arrest and conviction records.

 

About Dentons

Across over 80 countries, Dentons helps you grow, protect, operate and finance your organization by providing uniquely global and deeply local legal solutions. Polycentric, purpose-driven and committed to inclusion, diversity, equity and sustainability, we focus on what matters most to you. www.dentons.com