Senior Technical Support Specialist

The Senior Technical Support Specialist provides Level 2 support. This position provides concierge level of technical support service to our professionals and staff either desk side, phone, email, or remotely.  This position is responsible for analyzing and making decisions/judgements about technology challenges and problems. The position will assist with identifying technology, training, and customer service improvements. This position is responsible for building and maintaining positive and proactive service relationships within TSG and with Firm customers through project team membership, proactive incident and problem resolution, team work, and effective communication

Job Description 

  • Lead process and organizational development and improvements where necessary
  • Collaborate with IT leadership to identify and facilitate issue prioritization and decision making process
  • Identify and report status of critical incidents and problems to IT leadership
  • Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the Firm
  • Provide world class concierge level of technical support desk side and remotely for hardware and software
  • Use of incident management system to properly document and escalate issues as they are reported
  • Proactive learning of current and newly released applications
  • Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely matter
  • Perform advanced troubleshooting, research, and documentation of incidents and problems
  • Collaborate within the larger IT support team to ensure the highest level of customer support and resolution
  • Setup and delivery of various hardware and audio visual requests within the conference meeting rooms
  • Ensure all office integrated conference rooms are kept in appropriate working order
  • Keep up to date on emerging and competitive AV/VC technology
  • Seek and identify opportunities to enhance the clients experience with the Firm’s technology
  • Participate in and contribute to workload and status review meetings
  • Manage IT hardware assets and accurately maintain inventory count
  • After hours availability to assist with client serve delivery, system maintenance, and projects as needed

 

Qualifications

Required Skills

  • Minimum 3-5 years of general IT support experience in the legal environment
  • Advanced knowledge with Microsoft Windows 7/10 and Microsoft Office 2010/2016 within a professional services organization
  • Advanced knowledge and support of various mobile devices and platforms
  • Advanced knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool (Altiris, SCCM, etc.)
  • High level of client service orientation a must
  • Ability to handle conflict and difficult situations within a technical and client service environment
  • Exceptional communication abilities to all levels of personnel
  • Strong ability to adapt to changing technology within a professional services organization
  • Strong ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients
  • Self-motivated and the ability to execute tasks and make decisions in a high-pressure environment
  • Proven leadership skills, characteristics, and track record of achieving client service results

 

Desired Skills

  • Technical experience within the Legal industry, as well as support experience with a Document Management System DMS, CarpeDiem, document formatting tools, Citrix, as well as other legal applications
  • Strong understanding of growing IT security trends and the ability to adhere and convey IT Security policies to our customer base
  • Technical experience with hardware including but not limited to personal computers, laptops and printers
  • Technical experience with mobile devices, mobile device set-ups, and MDM Solutions
  • Certifications a plus (A+, Network +,MOS, ITIL Foundation, etc.)
  • Bachelor degree preferred, or comparable experience