Prestigious law firm headquartered in Charlotte needs experienced full-time User Support Specialist in our growing Chapel Hill office. The firm offers an unparalleled opportunity to work with top-notch talent, a competitive and comprehensive compensation package, growth opportunities and continuous training opportunities.
Close collaboration with IT Department peers, managers and the attorneys and staff is required to assist us in rendering exceptional client service and a high level of technical service supporting the software and hardware needs of our firm. The ideal candidate selected for this position must provide guidance for appropriate use of our systems and develop technical solutions.
USER SUPPORT SPECIALIST
Duties and Responsibilities
Provide onsite and remote customer support for all PC-based applications offered by the firm
Set up and configure laptop & desktop PC’s and PDA’s for staff and lawyers according to department and firm guidelines
Identify, research and resolve technical problems through coordination with HelpDesk peers, IT System Engineers and others
Respond quickly to telephone, email, and in-person requests for technical support
Track and monitor all issues to insure timely and effective resolution, escalating to others in IT Support as necessary
Work with the staff and lawyers to ensure that they understand how to use the technology tools available to them, enabling them to realize the highest level of productivity to minimize recurrence of use-related issues
Provide advanced multimedia meeting support as necessary, including the support of projectors and teleconference systems onsite and offsite
May assist in testing of new software and hardware and provide feedback as necessary
Required Skills
Exceptional interpersonal skills necessary to work effectively with people at all levels
Highly organized and solutions-oriented with advanced technical skills
Strong conceptual knowledge of software and hardware configurations and software applications
Demonstrated ability to effectively use PC-based word processing, on-line technology, database, presentation, document management, intranet, extranet and spreadsheet software currently in use
Exceptional oral and written communication skills as necessary to translate complex technical information to non-technical employees
Familiarity with request and completion tracking in service management software
Ability to work effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure
Excellent analytical skills, including the ability to compile, review, and determine logical conclusions or recommendations based on data and information, which widely varies in content and format
Required Education and Experience
High school diploma or equivalent required
College degree with substantial coursework in information systems or equivalent experience
Microsoft Office Specialist certifications in Word, Excel and Outlook and law firm experience preferred
Minimum 2 years of experience in a structured employee service technology position including two years of hands-on Microsoft and PC hardware, operating system, and software support
Advanced experience with Microsoft Windows 10 and Microsoft Office 2016
Experience with remote access technologies
Robinson Bradshaw recruits, hires and promotes for all positions without regard to race, color, religion, creed, national origin, citizenship status, disability, military status, veteran status, marital status, sexual orientation, gender identity, sex, genetic information or age. All terms and conditions of employment such as compensation, benefits, work assignments, availability of facilities and privileges of employment are administered on the same basis of equality.
About Robinson Bradshaw & Hinson P.A.
Our administrative staff ensures that we provide the critical support our lawyers need to service our clients. We accomplish this by bringing together employees who facilitate the quality of work and level of service for which Robinson Bradshaw is known through teamwork, competency and an ever-evolving learning environment. Our firm offers outstanding compensation and benefits for those meeting our requirements.
