Technical Support Specialist
About the role
The Technical Support Specialist is a key member of our User Experience (UX) team as our front-line support team is critical to improve the end user experience and drive IT support excellence. This non-exempt position is responsible for providing desk-side hardware and software support, video conference support and basic network support to attorneys and staff.
Responsibilities
- Hardware and software setup and support including handheld devices.
- Video Conference support. This includes conference room technical setup, maintenance, room preparation, call initiation and lawyer/user assistance before and during video conferences as required.
- Analyze/resolve problems with desktop/laptop hardware, OS, & applications software.
- Tier 2 troubleshooting on the desktop/laptop hardware and software, operating system, and firm’s software applications: MS Office, NetDocuments, Google Chrome, Internet Explorer, Elite, PDF, InterAction, Zoom and any other firm applications.
- Basic software troubleshooting on the applications used at the firm including but not limited to: Microsoft Office Suite, Internet Browsers, Accounting, PDF, Contact Management and the firm’s Document Management System.
- Printer, scanner, video conferencing and projector support.
- Aid Engineers in troubleshooting onsite issues.
- Understand user application needs and growth of our Firm’s application offerings.
- Communicate appropriately regarding resolution and ensure that the appropriate documentation is completed after each incident.
- Tier 1 subject matter expert (SME) on our firm applications.
- Assist with hardware inventory including laptop checkout duties.
- Assist laptop users with remote “road warrior” skills, such as use of remote desktop and VPN access.
- Create and update tickets using the HelpDesk ticketing database.
- Aid in maintaining IT inventory.
- Point of contact for IT Engineers.
- Maintain positive and professional relationships with staff and approved vendors.
- Provide on-call and after-hours support as needed.
- Perform other related duties as needed or assigned.
Qualifications
- Working knowledge of Microsoft Office Suite of applications.
- Extensive knowledge of Windows OS; computer hardware and software.
- Experience with HP LaserJet Printers and Ricoh photocopiers and printers preferred.
- Experience supporting handheld devices with a specific emphasis on iPhone/iPad and Android devices.
- Three or more years of experience in an IT HelpDesk or support environment required.
- Three or more years of Level 2 desk-side support experience is desired.
- Law firm experience preferred.
Skills
- Outstanding customer service abilities.
- Excellent written and verbal communication skills.
- Ability to communicate with all levels of staff, attorneys, management, vendors and client representatives.
- Strong initiative, drive and ability to work in a team environment with minimal supervision.
Education
- A high school diploma.
- A+ certification and some college are preferred.
Physical Demands
- Must be able to move around the office up to 70% of the time.
- When doing occasional office build outs or system upgrades, might be required to move around up to 100% of the time.
- Frequently moves computer equipment weighing up to 20 lbs.
- Occasionally moves computer/server equipment weighing up to 50 lbs.
Working Conditions
- Office Environment.
- Some offsite projects.
- Overtime, weekends and occasional travel required.
- This position will participate in the after-hours and weekend on-call rotation.
Company Information
Haynes and Boone, LLP is a full-service law firm serving clients throughout the United States and internationally. Our Dallas-North office is located in a mixed-use building with access to retail, restaurants, and apartments at Legacy West in Plano, home to several national and global corporations. We are committed to having an inclusive workforce that reflects our communities and seek highly motivated lawyers and staff who value our culture of respect and teamwork.