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Technical Support Specialist

2 months ago

Toronto, Ontario, Canada Haynes and Boone, LLP Full time
Technical Support Specialist

At Haynes and Boone, LLP, we value the contributions of every individual in delivering exceptional legal services. We seek a skilled Technical Support Specialist to join our team, providing top-notch support to our attorneys and staff.

Key Responsibilities
  • Provide desk-side hardware and software support, video conference support, and basic network support to our team members.
  • Support a variety of wireless and handheld devices, including iPhone/iPad and Android devices.
  • Analyze and resolve problems with desktop/laptop hardware, OS, and applications software.
  • Tier 2 troubleshooting on desktop/laptop hardware and software, operating system, and firm's software applications.
  • Basic software troubleshooting on applications used at the firm, including Microsoft Office Suite, Internet Browsers, Accounting, PDF, Contact Management, and the firm's Document Management System.
  • Printer, scanner, video conferencing, and projector support.
  • Assist Engineers in troubleshooting onsite issues.
  • Communicate effectively regarding resolution and ensure that the appropriate documentation is completed after each incident.
  • Tier 1 subject matter expert (SME) on our firm applications.
Additional Duties
  • Assist with hardware inventory, including laptop checkout duties.
  • Assist laptop users with remote "road warrior" skills, such as use of remote desktop and VPN access.
  • Create and update tickets using the HelpDesk ticketing database.
  • Assist with maintaining IT inventory.
  • Point of contact for IT Engineers.
  • Maintain positive and professional relationships with staff and approved vendors.
  • Provide on-call and afterhours support as needed.
  • Perform other related duties as needed or assigned.
Requirements
  • Working knowledge of Microsoft Office Suite of applications.
  • Extensive knowledge of Windows OS, computer hardware, and software.
  • Experience with HP LaserJet Printers and Ricoh photocopiers and printers preferred.
  • Three or more years of experience in an IT HelpDesk or support environment required.
  • Three or more years of Level 2 desk-side support experience is desired.
  • Law firm experience preferred.

This is a challenging and rewarding role that requires strong technical skills, excellent customer service abilities, and a team-oriented approach. If you are a motivated and detail-oriented individual with a passion for IT support, we encourage you to apply.