IT Support Specialist

2 weeks ago

Boston, United States Freeman Mathis & Gary Full time

FMG is a national specialty litigation firm with thirty-seven offices in twenty-one states and we are currently seeking an IT Support Specialist for our Boston location. The IT Support Specialist provides ad-hoc and planned training and support to end users across our national Firm. The primary focus is on the end user and ensuring that their needs are met so they can effectively use technology to perform their jobs. This position requires excellent customer service skills, communication skills, problem solving skills, training skills, and an expert level mastery of Microsoft Office. The IT Support Specialist works closely with other IT Team members in one or more offices, Subject Matter Experts (SMEs) across functional roles, the Firms Training Coordinator, the HR Department and the Administrative Managers. This role may at times be called on to present training to leadership or large audiences virtually or in person.

The following set of success factors describe the characteristics of those who are successful in our Firm:

Helpful, Congenial, Personable, Positive

Unpretentious, Approachable, Respectful, Team Oriented

Accountable, Takes Ownership, Corrects Mistakes

Organized, Timely, Confidential, Responsive (within 24 hours)

Essential Job Functions:

  • Support for all end user technical and applications software problem resolution
  • Monitor ticketing system to ensure resolution of all incidents and/or appropriate escalation to firm technology resources in a timely manner
  • Interact with the IT team, HR and Administrative management- leverages relationships for excellent outcomes and end user support initiatives
  • Communicates effectively with attorneys, staff, clients and vendors
  • Provide support & training for VOIP & Softphones, Unified Collaboration Systems, and video conferencing systems
  • Active Directory, Office 365 Administration
  • Support deployment of new technologies, identification of technical needs, and effectively communicating those needs to the managing partners of the firm
  • Accurate documentation of IT service requests to ensure ticket response and resolution as well IT Processes and Policies
  • Maintain positive vendor relationship management when necessary and escalate issues to IT Support Manager as needed
  • Facilitate the setup and relocation of offices under tight timelines (technologies include desktop and user setup, printing, application support and many others)
  • Additional duties as assigned

Education, Experience and Skills:

  • High School Diploma required. Bachelors Degree preferred (IT or IS)
  • iManage or Document Management experience preferred
  • Five or more years experience as an IT support specialist in a professional services environment
  • Expert level Microsoft Office Suite, specifically Excel, Word & Outlook. OneDrive, Teams & SharePoint are highly
  • Experience in training and development highly desired
  • Law Firm experience a plus, working knowledge of the legal process preferred
  • Demonstrates a high level of patience, able to meet users where they are and teach them how to self-serve to reduce their reliance on IT support going forward
  • Self-motivated with the ability to work under little or no direction once basic job competencies are mastered
  • Flexibility to work outside of business hours and overtime as required
  • This position may require travel to assigned support locations and other locations as needed

What we offer you

  • Competitive compensation
  • Comprehensive benefits package, including medical, dental, and vision
  • HSA and FSA plans available for employees and dependents
  • Work-life balance
  • Generous PTO policy
  • 401K plan including a 3% Employer Safe Harbor contribution
  • Firm paid life insurance and long-term disability
  • Employee Assistance Program
  • Year-end bonuses and referral fee programs

EEO Statement

Freeman Mathis & Gary, LLP (FMG) is committed to providing equal employment opportunity to all applicants and employees by maintaining a workplace free of discrimination on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or other protected group status as provided by law. FMG complies with all applicable federal, state, and local laws. Employment dependent on successful completion of a background check and drug screen.

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