Looking for a highly qualified and motivated IT Specialist to provide first tier phone support for the efficient resolution of technology problems and requests. This role is responsible for providing in-depth technical support and leading the problem-solving/troubleshooting efforts for internal customers in all domestic and international offices. The IT Specialist receives, prioritizes, documents, and actively resolves end user technical requests via the phone using diagnostic skills, knowledge management and help request tracking tools. This is a work from home position and requires proven ability to work independently with limited direct supervision. The assigned shift is from 9-5pm EST, Monday through Friday and requires on-call weekend support on a rotated basis.
An ideal candidate has experience providing support in a legal environment where there is high volume. The IT Specialist, Phone Support position is assigned to the User Support and IT Training Team and reports to the Manager of User Support. ESSENTIAL CAPABILITIES: Excellent listening, questioning and analytical skills. Ability to remain calm under pressure and work in a concise, clear and focused manner. Ability to understand and assimilate to the organizations culture, philosophy and values. Ability to demonstrate analytical problem solving skills by balancing the use of trouble shooting tools with a practical application of experience and creativity in minimal time. Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations. Ability to relate to non-technical users in user-friendly language. Ability to gauge ones strengths and limitations, escalating problems when needed, in effort to move self and others forward positively. Ability to manage multiple and sometimes competing priorities. ESSENTIAL FUNCTIONS: Provide exceptional customer service while responding to telephone calls, e-mail and personnel requests for technical support. Track and monitor the problem to insure a timely resolution and follow-up. Works with callers and other help desk specialists to resolve simple to complex information system problems. Perform day-to-day activities within established service levels and metrics. Create balanced and comprehensive strategies to achieve goals through careful preparation and organization. Provide expert level document formatting skills in Word in support of heavy document production environment (Styles, Outlines, Numbering, Table of Contents, etc). Apply functional knowledge and troubleshooting skills to resolve issues related to problems with Blackberry devices, Remote Access capabilities (VPN, Citrix, RSA tokens ,etc), Document Management system (preferably FileSite), MS Outlook (delegates, rules, etc), Hardware, Printers and other network devices (Issues are not limited to these areas). Develops a knowledge of Firms total computing environment and the quality management processes and practices. EDUCATION, EXPERIENCE AND SKILLS REQUIRED: Minimum of 2 years of experience with Help Desk work in a law firm or relative experience. Associates Degree in Computer Science or completion of a program at a recognized technical institute required. Prior experience and proven success in a work from home capacity. Microsoft Certified Applications Specialist Certification within 12 months of hire. Prior experience with troubleshooting enterprise and desktop applications. Experience working with a trouble ticketing system and an environment where calls are distributed via a call routing system. Strong written and oral communication skills. Self starter who is a curious learner, independently motivated,
Based on experience