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Technical Support Specialist

3 months ago

Dallas, Texas, United States Dykema Full time

** Technical Support Specialist**

**Job Category****:** INFORMATION TECHNOLOGY **Requisition Number****:** TECHN001252 Showing 1 location **Job Details**

**Description**

**Dykema Gossett PLLC**, a leading national law firm, is hiring a **Technical Support Specialist** in **Dallas, Texas**. The Technical Support Specialist is responsible for providing office based technology set-up and support, including troubleshooting and resolving custom application, system or hardware issues. The Specialist supports the technology needs of the assigned office, and acts as a project resource within the firmwide information technology team to ensure seamless delivery of services and support for the end user. This position has frequent in-person, phone and email interaction with our attorneys and staff and requires in-depth technical knowledge, network and server experience and the highest level of customer service skills.

**Responsibilities:**

Provide excellent information technology support including troubleshooting, research, investigation, and resolution of incidents in accordance with processes

Create, resolve, and maintain service tickets, while working to resolve issues and escalate tickets to other teams, as necessary

Provide operational support of the video conferencing both locally and in conjunction with other offices, including various video and meeting conference systems

Configure and monitor equipment for meetings; provide hands-on and remote support for video and audio conferences as requested

Work with the IT team to manage all local hardware assets and assist with hardware upgrades and tracking

Oversee repairs and maintenance for all firm equipment including printers, laptops, desktops and video equipment in accordance with firm standards

Participate as requested in equipment set-up and moving users to other floors

Maintain inventory of all computer, audio and video equipment

Ensure upkeep of meeting room equipment including maintenance and systems upgrades

Adhere to all IT and user quality assurance policies and practices and all Firm security policies

Provide on-call support as part of an on-call schedule

Participate in firmwide IT projects and other duties as assigned

**Qualifications:**

Bachelors degree in a related field or an equivalent combination of education and/or experience directly related to the job functions; law firm/legal industry experience a plus

At least three years of direct experience with technical troubleshooting and supporting users in a customer focused and collaborative environment; experience in a professional environment is a plus

Knowledge and proficiency of legal technology solutions and Microsoft Office

In-depth knowledge of hardware, printers, laptops, various mobile devices and tablets

Experience troubleshooting hardware and application systems

Ability to communicate effectively and in a professional manner in a diverse team environment with all levels of the Firm and outside vendors

Ability to work under pressure, meet deadlines with shifting priorities to support the complex needs of legal teams

Strong attention to detail, organizational skills and the ability to handle multiple projects

Responsiveness and ability to exercise strategic thinking and problem-solving skills

Team player and ability to accept and provide continuous constructive feedback

Maintain confidentiality, security and data protection protocols

Self-starter with a high level of initiative, ability to anticipate user needs and exercise independent judgment and discretion

Flexible to work on-call schedule or other time frames as needed

Demonstrate initiative to learn new skills and take on increasingly challenging projects

Requires some lifting of moderate to heavy equipment including replacing computer monitors, troubleshooting printers, assembly, etc.

Dykema offers an excellent salary and benefits package, including transportation assistance. Dykema is committed to creating a diverse and inclusive work environment and is a proud equal opportunity employer.

Dykema continues to strive to maintain a workplace that is free from recognized hazards and to promote the health and well-being of our employees, their families, and those who visit our offices. As part of this effort, Dykema has implemented certain safety protocols utilizing CDC, OSHA and other available guidance.

**Qualifications**

**Skills**

**Behaviors**

**Preferred**

**Dedicated****:** Devoted to a task or purpose with loyalty or integrity

**Team Player****:** Works well as a member of a group

**:**

**Motivations**

**:**

**Education**

**Preferred**

Bachelors or better in Information Technology.

**Experience**

**Required**

**3-5 years:** Direct experience supporting users in a customer focused and collaborative environment.

**Licenses & Certifications**