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System Support Specialist

2 months ago

Reston, United States The Phoenix Group Full time

Responsibilities:

  • Resolve workstation issues organization-wide to enhance firm-wide productivity and minimize system downtime.
  • Support other IT teams by assisting with workstation, application, and testing needs.
  • Provide timely on-site and remote support to end-users for firm-provided hardware (desktops, laptops, mobile) and software.
  • Assist with multimedia meetings, including support for projectors and video & teleconference systems.
  • Respond promptly to technical support requests via phone, email, and in-person, monitoring the office IT group email alias.
  • Track, document, and resolve issues using IQ-track, escalating when necessary.
  • Educate staff and attorneys on technology tools to improve productivity and reduce usage-related issues.
  • Provide incident support at various locations, ensuring swift problem resolution and conducting root cause analysis.
  • Conduct diagnostic tests, make recommendations for system issues, and implement solutions.
  • Install, maintain, and upgrade equipment and associated infrastructure as needed.
  • Manage inventories and liaise with vendors for technology supplies and services.
  • Administer software and develop installation and configuration procedures.
  • Collaborate with internal IT teams to streamline processes and communications.
  • Offer end-user support during non-business hours and participate in on-call rotations.
  • Perform onsite visits for assistance and inventory tasks with short notice when required.
  • Stay updated on firm software and hardware, participating in relevant training sessions.
  • Ensure compliance with department policies and promptly report non-compliant practices.
  • Assist in testing new software and hardware, providing feedback as needed.
  • Contribute to the firm’s Service Excellence initiative to enhance internal and external perceptions.
  • Demonstrate professionalism and proactive communication in interactions with internal stakeholders, clients, and vendors.

Qualifications:

  • High school diploma or equivalent required; Bachelor’s degree preferred.
  • Experience in Windows workstation implementation, management, and support, ideally in professional services.
  • Current certifications in relevant technologies such as Microsoft Windows 10 MCSA, CompTIA Network+, and A+ are desirable.
  • Strong communication skills, both written and verbal, for explaining technical concepts effectively.
  • Proficiency in Windows, MS Office, MS Office 365, SharePoint, Teams, Zoom, Skype for Business, and NetDocuments or similar document management systems.
  • Basic networking knowledge in an MS Server 2008 or 2012 environment.
  • Experience in basic laptop and printer repairs, including component replacement.
  • Familiarity with video conferencing equipment is advantageous.
  • Exposure to Citrix, PGP, Elite, Carpe Diem, Aderant, and Relativity is a plus.
  • Ability to interact courteously and efficiently with attorneys, administrative staff, support teams, vendors, and peers.
  • Strong ability to work under pressure, manage deadlines, and prioritize tasks effectively.
  • Willingness to collaborate effectively as part of a team.


The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.