Help Desk Support Specialist

 Essential Duties and Responsibilities Provides internal customer support using telephone and videoconferencing to resolve first level technology issues, such as resetting passwords, checking documents into the Firms document management software system, and setting up end-user accounts. Escalates issues to appropriate technical resources and/or CIO; works with other IT staff to accomplish support needs. Monitors the Firms help desk ticketing system by ensuring all tickets are logged, assigned to a PC Support Specialist, and resolved in a timely manner. Updates and maintains the departments project calendar and project management software. Responsible for account reconciliation and device administration, docketing of important dates such as software renewals and certificate expirations, and ensuring documents in the firms document management software are properly maintained. Coordinates equipment distributions required for trials, depositions, the Firms summer program, etc.; assists with coordination of inventory distribution and allocation to lawyers and staff during hardware and software upgrades. Maintains inventory records for technology equipment, including but not limited to, computers, monitors, scanners, desk phones, printers, and MiFi cards. Responsible for ensuring all invoices are received from vendors, reviewed for accuracy, and submitted to the Accounting Department for payment. Other duties may be assigned.     Job Requirements:  Bachelors degree preferred, although high school diploma and equivalent professional work experience is acceptable. Possesses at least three years of relevant experience in IT support, project management, or administrative assistance role. Experience with using management software or a call management/ticketing system and commitment to follow proper ticket handling procedures (i.e., updating tickets with detailed notes, commitment to service level agreements, etc.). Experience with configuring and troubleshooting Microsoft Office 2010/2016 products with a strong focus on Outlook and Word in a legal environment (Mac OS a plus). Experience with various virtual meeting room and videoconferencing tools such as Teams, WebEx, Zoom, etc. Experience using iManage/FileSite/Work 10 or other document management system. Experience with working in Active Directory for user and computer group management. Possesses strong problem-solving skills, attention to detail, and the ability to quickly isolate and resolve computer related problems. Possesses excellent communication and interpersonal skills. Demonstrates good organizational skills, the ability to manage multiple projects simultaneously, provide superior internal client service, and be comfortable delivering under pressure in a team focused environment. Ability to work independently and effectively under time constraints and pre-set deadlines in an accurate manner with consistent high production; requires minimal supervision; may work outside of normal business hours. Benefits Robust benefits package that includes medical, dental, life, and short-term and long-term disability group insurance. Option to participate in the firms 401(k)/discretionary profit sharing program. Central downtown location and choice of firm-paid garage parking or firm-paid monthly METRO bus pass. Access to the buildings gym at no additional cost. Access to the buildings amenity floor that includes virtual Topgolf, shuffleboard, pool table, etc