| IT Support Specialist Fisher Phillips, a national employment and labor law firm, is seeking an IT Support Specialist for its Irvine office. With over 390 attorneys in 33 offices nationwide, our range of experience and expertise enables us to bring efficient and practical solutions to today's labor and employment law problems. For more information about the firm, please visit us at our website at www.fisherphillips.com. Position Summary The role of the IT Support Specialist is to provide exceptional client service across the Firm's 32 offices. This support must be timely, accurate, friendly and efficient. Specific support responsibilities include local desk side support, remote control (virtual application support), computer and device support, one on one training and functional testing. The primary focus of the IT Support Specialist is on the end user and ensuring that their needs are met so they can effectively use technology to perform their jobs. This position requires excellent customer service skills, communication skills, problem solving skills and organization/planning skills. This position also requires technical competency in core applications, devices and technologies along with a broad understanding of the varied technologies normally associated with a large professional services environment. Primary Responsibilities - Provide focused support for all end-user technical and application software problems both desk side and virtually via remote control and phone support. Primary interface with end users when investigating and resolving their problems.
- Provide exceptional customer service through consulting, installation, support, training and troubleshooting for the end-user community as well as practicing the following customer support skills: face-to-face; telephone skills; internet and email skills; reliability; timeliness and effectiveness.
- Responsible for one-on-one training incidental and ad-hoc training.
- Track all calls in IQTrack Help Desk ticketing software system for accuracy to ensure ticket response and resolution meet current department service level targets.
- Perform testing of software applications, upgrades and security patches as necessary.
- Work closely with project manager to understand defined and scheduled tasks.
- Participate on project team to effectively meet project milestones, deadlines and target dates.
Skills and Competencies - Significant knowledge of Windows 8.1 and Windows 10 operating systems, setting, limitations and maintenance procedures.
- Extensive experience with Microsoft Office 2013 or newer.
- Excellent troubleshooting skills related to desktop computer hardware and software.
- Experience with troubleshooting and supporting iPad, iPhone and Android devices.
- Experience working with networked and local printers, scanners, advanced copiers and other hardware peripherals.
- Experience with document management systems such as Enterprise Vault or Desksite.
- Basic understanding of networking devices, cabling and associated troubleshooting.
- Experience with remote access such as Citrix, Terminal Services, Remote Desktop and VPN.
- Ability to work with a high level of energy, monitor important details and plan weekly and daily actions.
- Ability to establish and maintain productive working relationships with all levels of staff.
- Superb customer service skills including the ability to understand both internal and external client needs and expectations.
- Excellent written, oral, and interpersonal communication skills.
- Highly self-motivated, self-directed and attentive to detail in a fast paced, high pressure, deadline oriented environment.
- Must be able to bend, stoop and lift up to 40lbs as necessary for equipment installations, workstation set ups, etc.
Requirements - Degree in computer science, information technology and/or 5 years equivalent work experience in a professional services IT environment.
- Microsoft certification such as MCSA or equivalent is a plus.
Work Conditions - On-call availability continually;
- Sitting for extended periods of time;
- Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components;
- Occasional inspection of cables in floors and ceilings;
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- Occasional travel between regional offices.
No relocation costs. Principals only; no calls please. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex (including childbirth, breast feeding and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other protected status in accordance with all applicable federal, state and local laws. |
