Senior Technical Support Specialist

Senior Technical Support Specialist | Mid-Size Law Firm | Chicago, ILOur prestigious midsize litigation law firm client is seeking an enthusiastic, motivated, and experienced Senior Technical Support Specialist to provide enterprise-level assistance to the firm’s attorneys, paralegals, and other professionals. You will be responsible for diagnosing and troubleshooting software and hardware problems and help their users install and maintain applications and programs. The role will also be responsible for coordinating the overall IT support function to ensure response and resolution timeliness, as well as being responsible for technical training development and delivery. In addition, you will have the opportunity to broaden your knowledge in a variety of areas, including information security and compliance, internal and external networking, phone and video conference systems, virtualization, storage, and collaboration. This position requires the development of a high-level of trust with the firm’s IT users. They need to be able rely on you to provide timely and accurate solutions to their technical problems. Accordingly, in addition to technical knowledge, a friendly and positive attitude are key attributes for a candidate. The firm has a collaborative work environment and offers a two day per week remote work option for added flexibility.RESPONSIBILITIES:Configure and deploy user endpoints (laptop and desktop) and mobile devices.Install and deploy new applications.Ensure systems are audited and updated with security and application updates on a regular basis.Perform system administration and maintenance as needed.Research and identify solutions to software and hardware issues.Diagnose, troubleshoot, resolve and/or escalate technical issues.Ask customers targeted questions to quickly understand the root of the problem.Track system issues through to resolution.Properly escalate unresolved issues to appropriate individuals or providers.Provide prompt and accurate feedback to customers.Refer to and contribute to internal knowledgebase or external resources to provide accurate tech solutions.Deliver effective, quality technical support and training services to all members of the organization either in person or using video or web conference technologies.Ensure all issues are properly logged.Prioritize and manage several open issues at one time.Prepare accurate and timely reports.Document technical knowledge in the form of notes and manuals.Adhere to security and compliance requirements.EDUCATION AND EXPERIENCE:Proven work experience as a Technical Support Specialist, Desktop Support Specialist, IT Help Desk Specialist or similar role.Hands-on experience with business desktop and mobile environments; specifically, Windows 1x, IOS, Android and the MS Office Suite.Excellent understanding of IT systems, mobile devices and other tech products.Ability to diagnose and troubleshoot technical issues.Experience with group and one-on-one training delivery.Good understanding of networks.Excellent problem-solving and communication skills.Ability to provide step-by-step technical help, both written and verbal.Experience in a professional services (consulting, accounting, legal, creative) firm.PREFERRED SKILLS:Experience with content creation in a variety of media.Experience with MS Active Directory, Group Policy and PowerShell scripting is a plus.Experience with Microsoft 365/Teams administration is a plus.Experience with Audio-visual, VOIP and video conferencing systems is a plus.OTHER SKILLS AND ABILITIES:The following will also be required of the successful candidate:Excellent writing skills.Strong organizational skills.Strong attention to detail.Good judgment.Strong interpersonal communication skills.Strong analytical and problem-solving skills.Able to work harmoniously and effectively with others.A self-starter who desires to show ownership and commitment to the job.Able to preserve confidentiality and exercise discretion.Please send your resume to Cheryl Richards:

cheryl@esquire-recruiting.com

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