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Technical Support Specialist

Parker, Hudson, Rainer & Dobbs Atlanta, GA
  • Posted: 22 days ago
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

Reporting directly to the Technical Operations Manager, we are seeking an experienced technology/application support specialist to assist in providing tier 2 & 3 technical support of various hardware, software, server and network components. This position also assists with strategic projects and operational activities. The ideal candidate will be able to manage multiple projects and tasks simultaneously while maintaining a high customer service standard.

Core Job Duties, Responsibilities and Requirements

  • Respond or escalate IT support requests using Service Desk ticketing system in real time
  • Create firm wide images and maintain inventory of all IT related hardware
  • Troubleshoot user application or hardware issues both remotely and at individuals' desktops
  • Coordinate routine Firm-wide installation, update, repair, support and maintenance activities for computers and servers according to the standards of the Firm's IT department
  • Create and update documentation on system designs, procedures, and processes
  • Troubleshoot servers, server technologies, networking, and desktops
  • Must be able to perform the essential duties of the position with time constraints and interruptions, with minimal direction or supervision
  • Assist in setup of conference rooms for conference calls, webinars, meetings, video presentations and PowerPoint productions
  • Provide expert-level guidance to attorneys in the use of law firm-specific application software
  • Escalate specific issues to appropriate IT team members following standard protocol
  • Engage in a range of special projects and initiatives with IT Department
  • Maintain the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues and information
  • Provide after-hours and weekend technical support on a rotational basis

Required Skills and Abilities:

  • Ability to work individually and as part of a team
  • Planning, problem solving and organizational skills
  • Must be highly organized, detailed oriented and have strong troubleshooting skills
  • Service-focused, understands the value of follow-up and follow-through to resolve issues, and the power of timely customer communications regarding status
  • Able to lift/carry up to 50 lbs. (computers, monitors and other equipment)

Education, Experience and Training

  • 5+ years of experience in the IT field with a minimum of two years in a support role, or equivalent combination of education and experience.
  • Bachelor's degree in related field is a plus
  • Experience with MS Office 2016 or higher, Windows 10, Document Management Systems (iManage Desksite/Filesite preferred), and other legal specific core applications
  • Experience in hardware support of desktops, laptops, tablets, printers and other peripherals as well as wireless devices such as iPhones and iPads, and MDM (preferably AirWatch) configuration
  • Knowledgeable in the use of hardware and software encryption technologies
  • Experience with audio/visual set ups for meetings and video conference setups
  • Demonstrated commitment to continuous professional growth
  • Previous experience in a law firm environment preferred

Parker, Hudson, Rainer & Dobbs

We are a firm of more than 70 lawyers passionately dedicated to helping our clients “go beyond”—break through barriers, surmount obstacles and exceed their own expectations. Companies of all sizes look to us for creative, interdisciplinary solutions to their most important problems. At Parker Hudson, we are passionate about creating an environment of excellence focused on client service and professional growth. We believe that we do the best work for our clients by ensuring that the professionals who make up our firm are fully engaged – driven by the challenge of working on cutting-edge legal problems, with the support of like-minded colleagues and a workplace atmosphere valuing diversity, excellence, and community involvement.

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