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IT Support Specialist

2 months ago

Philadelphia, Pennsylvania, United States Polsinelli Full time

Company Overview:
At Polsinelli, we embody our tagline, "What a Law Firm Should Be," by fostering an environment that encourages creativity and professional growth. We are committed to building a dynamic workplace where team members can excel in their roles.

Position Summary:
We are seeking a dedicated Desktop Support Technician to provide exceptional IT support in our office. This role requires a strong focus on customer service, both over the phone and in person. The ideal candidate will be service-oriented, with excellent communication skills to engage effectively with all levels of staff, including upper management.

Key Responsibilities:

  • Delivering outstanding IT support for the office by managing phone calls, emails, and walk-up inquiries while resolving open tickets.
  • Documenting all end-user support activities in the IT Department's tracking system.
  • Maintaining clear communication with end-users regarding the status of their support requests.
  • Identifying issues requiring further assistance and escalating them to appropriate resources.
  • Overseeing the inventory of IT equipment within the office.
  • Reimaging computers and performing necessary repairs.
  • Facilitating new hire setups, including equipment ordering and configuration.
  • Serving as the primary contact for external IT vendors and office equipment.
  • Participating in the demonstration, testing, configuration, and training of new technologies.
  • Identifying opportunities for process improvements and automation.
  • Participating in a rotating on-call schedule for after-hours and weekend support.
  • Developing and maintaining a high level of proficiency with relevant software and hardware.
  • Independently researching and resolving complex technical issues.
  • Collaborating with the IT Support Team to provide exceptional service to all users.
  • Occasionally visiting remote offices for onsite assistance and inventory management.
  • Completing additional tasks and projects as assigned.

Additional Responsibilities:

  • Acting as a backup for Help Desk Analysts when necessary.
  • Maintaining accurate inventory records using internal tracking systems.
  • Assisting with the local installation of network devices.
  • Traveling to other offices as required.
  • Working overtime as needed.

Qualifications:

  • Ability to manage multiple tasks, work under pressure, and adapt to changing priorities.
  • Strong communication skills and the ability to interact professionally with diverse personalities.
  • Physical capability to lift and move computer equipment and boxes.
  • Advanced knowledge of Windows 10 and Microsoft Office Suite.
  • Familiarity with iManage Work 10 is a plus.
  • Experience with video conferencing solutions is advantageous.
  • A+ certification and/or a Bachelor's degree in a computer-related field, along with two or more years of relevant experience, is preferred.
  • Prior experience in a law firm setting is a plus but not mandatory.

Polsinelli PC is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.