Technical Support Specialist

2 weeks ago

Lansing, United States Dykema Full time

** Technical Support Specialist**

**Job Category****:** INFORMATION TECHNOLOGY **Requisition Number****:** TECHN001240 Showing 1 location **Job Details**

**Description**

Dykema is hiring a Tier 2 Technical Support Specialist in Lansing, MI to serve as a member of the Support Services team. The Technical Support Specialist is responsible for providing technology set-up and support, including troubleshooting and resolving custom application, system or hardware issues. The Specialist will 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. This position offers opportunities to participate in firmwide IT projects and initiatives.

**RESPONSIBILITIES:**

* Provide timely support including troubleshooting, research, and resolution of incidents through e-mail, phone and face-to-face interactions

* Create, resolve, and maintain service tickets, escalating tickets to other teams as necessary

* Provide operational support with video conferencing systems

Manage local hardware assets, repairs, upgrades and tracking

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

* Flexibility to work on-call schedules or other time frames as needed

* Travel to other offices if necessary for support

* This is an on-site position in our Lansing, MI office with temporary remote work capability dependent on current company health policies

**SKILL REQUIREMENTS:**

* Proficient with Microsoft Windows 10 and Microsoft Office O365 within a professional services organization

* Knowledge and support of various mobile email devices (iOS, Android, Windows phone, etc.)

* Experience with hardware (desktop/laptop) deployment methods using an image deployment tool (SCCM)

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

* Ability to quickly diagnose, organize, and prioritize competing deadlines and setting service expectations with end users

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

* Knowledge of standard networking concepts and protocols

* Understanding of Citrix (VDI) workspace environment management

* Understanding of user roaming profile management systems

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

**PREFERRED EXPERIENCE:**

* 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 direct experience supporting users in a customer focused and collaborative environment

**WORKING CONDITIONS**

* Normal business office environment.

* Works on an on call basis. Must be available through telephone and/or wireless connectivity, providing after hours support when periodically required.

* Travel to in state and out of state locations occasionally.

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. All new hires must be vaccinated against COVID-19 as a condition of employment, subject to legal exemptions.

**Qualifications**

**Skills**

**Required**

**Technical Knowledge** *Advanced* **Behaviors**

**Preferred**

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

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

**Detail Oriented****:** Capable of carrying out a given task with all details necessary to get the task done well

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

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