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IT Support Specialist

2 months ago

New Orleans, Louisiana, United States Kean Miller LLP Full time
Position Overview:
Kean Miller LLP, a prominent law firm with a robust presence across multiple locations, is in search of an IT Support Specialist to join our Technology Department. This role is crucial in ensuring that our personnel receive exceptional service for Tier 2 support requests and technical issues. The ideal candidate will enhance operational efficiency by identifying, developing, and implementing effective training solutions for our team members.

Key Responsibilities:
  • Perform in-person and remote diagnostics to troubleshoot and resolve Tier 2 service requests during standard business hours and on-call after hours as needed.
  • Ensure timely follow-up on incidents to guarantee proper resolution.
  • Escalate issues and requests appropriately when necessary.
  • Identify recurring technical or training challenges to proactively address user concerns and collaborate 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 accurate records and documentation of issues, requests, and resolutions.
  • Update and create Knowledge Base articles and team documentation.
  • Document and track hardware inventory and software licensing.
  • Stay informed about updates and changes, taking proactive measures as needed.
  • Enhance technical skills through ongoing professional development.
  • Support Infrastructure & Office Services as required.
  • Travel to various office locations for equipment setup, exchanges, and other technology support tasks.
  • Maintain a client-focused approach and uphold professionalism in all interactions.
  • Design and deliver technical training and resources to promote the effective use of firm applications and technology.
  • Continuously create and maintain user documentation and reference materials.
  • Collaborate with Human Resources and department managers to coordinate training schedules for new hires and identify specific training needs.
  • Provide on-site assistance and support during and after training sessions.

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

Preferred Technical Expertise:
  • Experience with Citrix and VPN technologies.
  • In-depth knowledge of document templates, design, and styles.
  • 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, written, and verbal communication skills.
  • Ability to convey technical information to non-technical staff.
  • Experience managing software and hardware rollouts for large user groups.
  • 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.
  • Prior experience in a law firm setting is advantageous.

What We Offer:
At Kean Miller LLP, we provide competitive salaries, a comprehensive benefits package, a supportive work environment, and generous paid time off. We also contribute to a 401k plan to help secure your financial future.