IT Support Specialist

1 week ago

New Orleans, Louisiana, United States Kean Miller Full time
Position Overview

Kean Miller, a prominent law firm with a strong presence across multiple locations, is in search of an IT Support Specialist to enhance our Technology Department.

The primary focus of this role is to deliver exceptional customer service for Tier 2 support requests and issues raised by personnel within the firm. This position plays a crucial role in facilitating efficient workflows across the organization by identifying, developing, and implementing effective training solutions. Reporting to the Software & Support Manager, the specialist will collaborate with the Support Team to prepare, install, maintain, and support firm applications, desktop operating systems, and hardware in alignment with the firm's technological policies.

Key Responsibilities

  • Perform in-person and remote troubleshooting to diagnose and resolve Tier 2 service requests during standard hours and on-call after hours (on a rotating basis).
  • Ensure proper resolution of incidents through diligent follow-up.
  • Escalate issues and requests appropriately when necessary.
  • Identify recurring technical or training challenges to proactively address end-user concerns, collaborating with team members.
  • Prepare and configure computers and peripherals for new employees, manage hardware upgrades, and facilitate equipment returns.
  • Oversee inventory management and distribution of loaner equipment.
  • Maintain clear and consistent documentation of problems, requests, and resolutions.
  • Update and create Knowledge Base articles and team documentation.
  • Document and manage hardware inventory and software licensing.
  • Stay informed of all updates and changes, taking proactive measures as needed.
  • Enhance technical skills through ongoing professional development.
  • Support Infrastructure & Office Services as required.
  • Travel to various offices for equipment setup, exchanges, and other technology support tasks.
  • Maintain a client-focused approach in all interactions, demonstrating professionalism at all times.
  • Design and deliver technical training resources and materials to promote the use of firm applications and technology.
  • Continuously create and maintain user documentation and reference materials.
  • Work with Human Resources and Department Managers to coordinate new-hire training schedules and identify specific training needs.
  • Provide on-site assistance and support during and after training sessions.

Technical Expertise Required

  • Proficiency in Active Directory.
  • Experience with Microsoft Windows 10 Enterprise or higher.
  • Familiarity with Microsoft Office 365 (including Word, Excel, Outlook, PowerPoint, OneDrive, SharePoint, Teams).
  • Knowledge of standard tools for diagnosing and resolving issues related to desktops, laptops, networks, and mobile devices.
  • Understanding of conventional ticketing systems, network protocols, printers, and peripherals.

Preferred Technical Skills

  • Experience with Citrix and VPN technologies.
  • In-depth knowledge of document design and templates.
  • Familiarity with eLearning development tools such as Camtasia.
  • Experience with document management systems like NetDocuments.

Qualifications

  • Strong work ethic and commitment to excellence.
  • Demonstrated analytical and problem-solving skills in fast-paced technology environments.
  • Excellent organizational, prioritization, and time management skills, with the ability to adapt to changing priorities.
  • Proven ability to work both independently and collaboratively within a team.
  • Strong interpersonal, writing, and verbal communication skills.
  • Ability to convey technical information to non-technical personnel effectively.
  • Experience with software and hardware rollouts for a large number of end-users.
  • Physical capability to lift equipment weighing up to 35 pounds.
  • Willingness to travel overnight as required.
  • Bachelor's degree or equivalent technical certifications or experience.
  • A minimum of 3 years of help desk or support experience.
  • Previous experience in a law firm setting is advantageous.

What We Offer

Kean Miller provides competitive salaries, a comprehensive benefits package, a supportive work environment, stability, generous paid time off, and contributions to a 401k plan.

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