IT Support Specialist
4 days ago
MG+M The Law Firm is seeking an experienced IT Support Specialist to join their Boston office. With a competitive salary of $85,000 per year, this role offers a comprehensive benefits package including medical, dental, vision, life, disability, and 401(k).
Job DescriptionThe IT Support Specialist reports directly to the Manager, Service Desk and Education, and is responsible for level-2 service requests and project assistance. This highly visible role is considered a full-time, on-site position.
**Responsibilities:**
- Response and resolution to Service Desk incidents and requests, including desktop hardware, applications, enterprise systems software, print management operations, collaboration applications, asset inventory, telephony / telecommunications functions, and remote access platforms.
- Responsible for second-level escalation support and total incident lifecycle, including timely acknowledgement, routing and tracking, issue resolution, and follow-up.
- Troubleshooting all aspects of MG+M's technology platforms, such as Windows-10, printers, scanners, network connectivity (Azure Virtual Desktop and VPN), two-factor authentication, Microsoft O365, mobility platform systems (iPhone, Android, and tablets).
- Provides training with respect to functional usage of MG+M systems, network connectivity, and assists visitors remotely and on-site with various collaboration platform usage as well as audio-visual services in support of trials and depositions.
- Assists with the training and on-boarding MG+M users, modifies end-user Active Directory accounts, aids with on-demand technology and cybersecurity awareness programs.
- Conforms to data handling best practices and works within and conforms to processes for the manipulation, transfer, and storage of data.
**Requirements:
- Bachelor's Degree preferred, or equivalent experience.
- Minimum of 4 - 6 years' experience in a fast-paced, demanding IT support environment.
- Prior law firm (Litigation) experience required.
- Experience in ITIL Foundations methods, process, and procedures desired.
- Strong problem-solving/analytical abilities and quality customer service skills are essential.
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