Technology Support Specialist

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Technology Support Specialist
The candidate will work under the direction of the Director of IT and provide general technology support to the attorneys and staff by answering questions and solving problems via in-person, telephone, email and remote access. Evaluate and recommend security improvements and system upgrades. Lead projects implementing new or upgrading existing hardware and software. Continuously manage, document and test disaster recovery and back-up processes. Provide top notch customer support to a support base of 85 end users. Work in a ticketing system queue and working collaboratively to ensure that the customer's issue is resolved according to expectations. Troubleshoot technical problems in person if necessary or over the phone and via remote tools such as Teamviewer. Provide basic training to end users as necessary. Direct appropriate vendors with specific applications and hardware support. Focus on Firewall and related security services. Test release of software updates to minimize user impact and ensure compatibility. Create and update technical support documentation for systems and applications. Assist with creation of technical training materials, including how-to documents and videos, tech-tips for the daily office Bulletin email, etc.. Bachelor’s Degree in Computer Science or a related field is highly desired. Should have 3-5 years' experience working with Windows Server and Desktop OS, Microsoft 365 Cloud and Desktop Apps, Wireless Networks, Network Connectivity, end user device support, VOIP system support, remote access and basic Windows Server administration and support. Should have 3-5 years of Information Technology systems experience. Should preferably have 3+ years of hands-on support of time and billing systems, document management systems and data reporting experience in a law firm environment. Should preferably have 3+ years of hands-on support of Voice Over IP (VOIP) phone systems. Experience in system migration and system integration is desired. Certifications are preferred including A+, Net+, any Microsoft certificates. Project and IT systems deployment experience is required. Understanding of networking and infrastructure, software development, and system security is desired. Law firm experience is desired.

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