IT User Support Specialist

Position Summary

The function of the IT User Support Specialist is to provide technology-related consultation and support in an office environment, including the deployment, administration, and/or support of technology systems essential to the day-to-day business operations. The IT User Support Specialist works as part of a team directed jointly by a Senior IT Manager and the Business Director.

Key Responsibilities

• Supports computer hardware and software, and maintains computer hardware asset inventory
• Oversees system setups, breakdowns, and office moves
• Supports conference room services with video conferencing, AV setups, and take-downs
• Supports mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system
• Supports telephone and voicemail systems
• Tracks user support requests and system failures
• Escalates more complex issues to advanced support service teams and communicates with end users
• Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems
• Performs preventative and routine maintenance
• Coordinates with IT vendors and other departments
• Works with core IT teams on implementation and support of technology rollouts and projects
• Recognizes and makes recommendations for training where opportunities exist to address common support issues

Qualifications

• Skills & Competencies: Attention to detail and the ability to multi-task in a fast-paced, high pressure, deadline-oriented environment in order to achieve business goals and objectives; Provides outstanding client service, meet high quality standards for services, and meet or exceed client expectations; Proactive in seeking innovative ways in which to help others; Excellent interpersonal and communication skills (oral and written), professional demeanor, and presentation; Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment
• Education & Prior Experience: High school diploma or equivalent required; College degree preferred; Previous experience providing technology support in a professional office environment; Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions; Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals; Experience with networking devices, cabling, and associated troubleshooting; Prior use of a trouble ticket tracking system; Technology: Significant knowledge of the Windows 11 operating systems, settings, limitations, tweaks, and maintenance procedures; Experience troubleshooting and supporting iOS, Android, and other mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system; Experience with common law firm tools such as email archiving and document management systems; Experience with Microsoft Office 365 and iManage desired; Experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment; Experience with remote access such as Citrix, VPN, and Remote Desktop; Demonstrates a basic understanding of artificial intelligence (AI), including core capabilities, limitations, and importance of data privacy, accuracy, verification, and ethical considerations within a professional services environment; Familiarity with or willingness to learn AI platforms (e.g., Microsoft Copilot, ChatGPT, or similar tools) and incorporate them responsibly into day-to-day workflows to enhance daily work tasks as appropriate and/or directed; Proactive approach to learning and adapting to emerging AI and related technologies and contributes to a culture of innovation

Pay

The Expected Pay Range For This Position Is $35.90 to $40.12 per hour. Actual pay will be adjusted based on experience, location, and other job-related factors permitted by law.

Benefits

• Full time employees may be eligible for a discretionary bonus
• Health insurance with an optional HSA
• Short term disability
• Long term disability
• Dental insurance
• Vision care
• Life insurance
• Healthcare and Dependent Care Flexible Spending Accounts
• 401K
• Vacation, sick time
• An employee assistance program

Additional Programs

• Voluntary accident insurance
• Voluntary life
• Voluntary disability
• Voluntary critical illness and cancer insurance
• Pet insurance

Contact Information

GT is an EEO employer with an inclusive workplace committed to merit-based consideration and review without regard to an individual’s race, sex, or other protected characteristics and to the principles of non-discrimination on any protected basis.