Technical Support Specialist - The Phoenix Group : Job Details

Job Summary:

We are seeking a detail-oriented and proactive Technical Support Specialist to join our IT team at [Law Firm Name]. The ideal candidate will be responsible for providing technical assistance and support to the firm's employees, ensuring the efficient operation of all hardware, software, and network systems. This role requires excellent communication skills, a strong understanding of legal technologies, and the ability to troubleshoot and resolve technical issues in a timely and effective manner.

Key Responsibilities:

• Provide first-line support for hardware and software issues across the firm.
• Assist staff with technical troubleshooting via phone, email, and in-person.
• Diagnose and resolve technical issues related to desktops, laptops, printers, and mobile devices.
• Perform software installations, configurations, and upgrades.
• Support applications commonly used in the legal industry, such as document management systems, billing software, and case management tools.

• Provide user training on software applications, IT systems, and best practices for security and data management.
• Create and maintain user documentation for common technical processes and troubleshooting steps.
• Act as the primary point of contact for all tech-related queries from attorneys and staff.

• Assist in monitoring network performance and resolving any related issues.
• Perform regular software updates, patches, and system checks.
• Help manage backups and ensure data integrity for critical systems.

• Assist with procurement and setup of new hardware and software for users.
• Configure and maintain devices such as computers, printers, and mobile phones.
• Track and manage hardware inventory, ensuring efficient allocation and timely replacement.

• Support the firm's compliance with data security policies and legal industry regulations.
• Help enforce IT security best practices, including password management, multi-factor authentication, and encryption.

• Work closely with other IT professionals on troubleshooting and escalated issues.
• Assist in the implementation of new technologies and IT infrastructure.
• Participate in disaster recovery planning and execution.

Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or related field preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
• Experience:
• Minimum 2-3 years of experience in a technical support or IT role, preferably in a law firm or professional services environment.
• Familiarity with legal software applications such as document management, case management, and billing software.
• Experience in troubleshooting hardware, software, and network issues in a fast-paced environment.
• Skills:
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills, with the ability to work effectively with all levels of staff.
• Ability to prioritize and manage multiple tasks efficiently.
• Knowledge of network systems, security protocols, and data backup procedures.

Working Conditions:

• Full-time, on-site role with occasional after-hours support as needed.
• Some travel may be required within the local area for hardware installations or office relocations.