Job Summary:
Haynes and Boone, LLP is a law firm that values the contributions of its employees to deliver exceptional legal services. The Technical Support Specialist is responsible for providing desk-side hardware and software support, video conference support, and basic network support to attorneys and staff, ensuring a smooth user experience and IT support excellence.
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.
• Assist Engineers in troubleshooting onsite issues.
• Understand user application needs and growth of our Firm’s application offerings.
• Communicates appropriately regarding resolution and ensures 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.
• Assist with 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:
Required:
• Working knowledge of Microsoft Office Suite of applications.
• Extensive knowledge of Windows OS; computer hardware and software.
• 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.
• 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.
• High school diploma.
Preferred:
• Experience with HP LaserJet Printers and Ricoh photocopiers and printers.
• Law firm experience.
• A+ certification.
• Some college.
Company:
Haynes and Boone, LLP is an international corporate law firm. Founded in 1970, the company is headquartered in Austin, USA, with a team of 1001-5000 employees. The company is currently Late Stage.