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IT Specialist

Special Counsel San Francisco, CA
  • Posted: 6 days ago
  • Other

SUMMARY

With direction from IT Director, the Sr. Information Technology Specialist provides first and second level support; and implements protocols, procedures, response and resolution timelines for Help Desk personnel to follow regarding support, software, and hardware for LCHB end-users.

ESSENTIAL DUTIES AND RESPONSIBILITIES includes the following. Other duties may be assigned.

  • Serves as second level escalation for the Help Desk
  • Provide training and information to Information Technology Specialists in order to meet or exceed the level of responsiveness required by the Firm
  • Monitor Help Desk activity to ensure issues are being resolved or escalated in a timely and proper fashion
  • Assist with creation and maintenance of both internal team and end-user documentation
  • Provide training for new employees as well as designated training for existing attorneys and staff. Monitor and update curriculum as appropriate
  • As required and directed, work with senior staff and consultants to successfully test and deploy software or updates
  • Maintain specified updates to Firm’s Intranet and assist other departments as needed with making changes to their sections of the Intranet
  • Fulfill the duties and responsibilities of the Information Technology Specialist:
  • Utilize firm’s Help Desk ticketing software to maintain and track user issues from inception through problem resolution per guidelines, adhering to response and resolution timelines.
  • Provide primary response and support for user informational, technical, and troubleshooting issues; to include, but not limited to:
  • Physical and virtual desktops
  • Application support for physical and virtual desktop environments
  • Local and remote hardware and software connectivity to Firm resources
  • Mobile device connectivity to Firm resources
  • Preparing and assisting with document/data transfer via hard/flash drive, burning CDs/DVDs, FTP, or cloud-based media.
  • Preparing and initiating teleconference, videoconference, or presentation sessions
  • Guest WiFi or printer connectivity
  • Approved non-standard desktop software installation
  • Deployment of client-side desktop images and software
  • Administration, maintenance, and inventory control of end user related items such as loaner equipment, desktops, monitors, printers, mobile devices, and other peripherals
  • Coordinate timely repair of computer hardware with outside vendors, including tracking repair call logs, monitoring inventory levels, verifying bills/invoices, etc.
  • Provide support as directed for any outage or implementation, including working non-business hours as necessary
  • Assistance with any other IT related task as required by the firm
  • KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

    CUSTOMER SERVICE

  • Responds to requests in a professional manner
  • Identifies and responds to issues/problems in a timely manner, and seeks feedback/follow-up as appropriate
  • Builds effective working relationships as appropriate
  • FIRM KNOWLEDGE

  • Demonstrates knowledge of the firm’s culture, practices, business and structure
  • Demonstrates knowledge and adherence to firm policies, procedures and processes
  • Understands the role of the IT department within the firm
  • INITIATIVE

  • Takes initiative beyond routine responsibility
  • Seeks out and accepts new responsibilities
  • Seeks development opportunities to enhance skills
  • ACCOUNTABILITY

  • Owns mistakes and takes corrective action
  • Meets work deadlines as assigned
  • Meets Firm standards for attendance and punctuality
  • WORK MANAGEMENT

  • Works well independently and in a team environment
  • Demonstrates dedication to producing quality work product
  • Pays attention to detail when completing work assignments
  • Organizes and prioritizes workload appropriately
  • Utilizes resources appropriately to complete work in the most efficient manner
  • Cooperates and demonstrates flexibility when facing change
  • COMMUNICATION

  • Interacts effectively and courteously, in person, by telephone, and in writing with attorneys, supervisors, co-workers and other business professionals
  • Proactively communicates the status of work
  • Understands the need to ask questions and seek guidance
  • Expresses thoughts clearly, accurately, and concisely, both verbally and in writing
  • TEAMWORK

  • Builds effective relationships with coworkers
  • Participates and contributes fully as a team member
  • TECHNOLOGY

  • Utilizes available technology to carry out job responsibilities
  • Determines most appropriate technology to accomplish a given task
  • Seeks ways to utilize technology to improve efficiency
  • Maintains current knowledge on the hardware and software supported, including the creation and/or update of related workflow procedures
  • REQUIRED EXPERIENCE

    To perform this job successfully, the ideal candidate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    EDUCATION and/or EXPERIENCE

  • 5+ years of experience in providing direct support for a Windows based environment in a Help Desk or higher position
  • 3+ years of recent experience in a law firm
  • Demonstrated understanding of general networking and computer hardware
  • Demonstrated proficiency in supporting Windows and Mac OS, Citrix, Microsoft Office Suite, iManage, MacPac, and Acrobat
  • Direct support of HP desktops, Lenovo and Apple laptops, HP and Lexmark peripherals, including Equitrac cost recovery
  • Direct support of Avaya desk and conference phones
  • Direct support of Polycom and Scopia audio and videoconferencing
  • PHYSICAL DEMANDS

  • Must be able to repetitively lift a minimum of 20 pounds
  • Must be able to repetitively access difficult to reach areas, such as the areas underneath and behind office furniture, to maintain, deploy, and retrieve equipment and/or cables
  • Must be able to repetitively bend legs to store or retrieve equipment in lower shelves or drawers
  • Must be able to repetitively reach to a maximum of 15 inches to store or retrieve equipment in upper shelves or drawers
  • May need to walk or stand up to 6 hours a day
  • Can operate/type on personal computer for prolonged periods while sitting
  • Can operate standard office equipment such as photocopiers, fax machines, scanners, personal computer, and telephone.
  • SHIFT/WEEKLY SCHEDULE

    The IT Department is operational 24x7x365. The regular shift hours are from 8:00 am to 4:00 pm, Monday through Friday. Candidates must be willing to handle frequent overtime during busy periods. Candidate must accept mandatory participation in off- The Company will consider for employment qualified applicants with arrest and conviction records.

    Special Counsel

    Address

    San Francisco, CA
    USA

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