loxo.co
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URL:
https://loxo.co/job/n9er7nrtrehywah4
Submission: On July 11 via api from US — Scanned from DE
Submission: On July 11 via api from US — Scanned from DE
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</form>Text Content
SENIOR TECHNICAL SUPPORT SPECIALIST
CHICAGO, IL
Please send your resume in WORD format should you be interested in the
following Senior Technical Support Specialist position. Our client is based out
of the Chicago IL 60606 area. This is a full-time role with a salary range of
$85K to $95K with AWESOME benefits.
Job Title: Senior Technical Support Specialist
Job type:100% onsite
Location: Chicago IL 60606
Salary: $85K to $95K with AWESOME benefits
Term: Full-time
3rd Party C2C/Transfer: No
Referral Fee: $500 - refer qualified colleague, friends, or family.
Please reply with an updated resume in Microsoft Word format
Notes from hiring manager
100% onsite
9am-6pm work schedule
AV/VIDEO experience is a MUST HAVE
3-5 years of experience
Professionalism, Customer Service, and Personality is key to this role as you
will be supporting Staff, Lawyers, and Partners
Law Firm experience is a huge plus
JOB DESCRIPTION
As a Senior Technical Support Specialist, you will provide concierge level
technical support service to our professionals and staff either desk side,
phone, email, or remotely. You will be responsible for analyzing and making
decisions/judgements about technology challenges and problems, and will assist
with identifying technology, training, and customer service improvements. You
will participate in asset management activities. You will assist with training
activities for new hire Technical Support Specialists and act as a resource to
team members on day-to-day work activities. You’ll also be responsible for
building and maintaining positive and proactive service relationships within TSG
and with firm customers through project team membership, proactive incident and
problem resolution, teamwork, and effective communication.
THE DAY-TO-DAY:
On any given day, you will:
* Contribute to process and organizational development and improvements where
necessary.
* Collaborate with IT leadership to identify and facilitate issue
prioritization and decision-making process.
* Facilitate and promote a team culture that encourages ownership of team
goals, trust, respect, and strong cross collaboration throughout the firm.
* Provide world-class concierge level of technical support, desk side and
remotely for hardware and software.
* Use the incident management system to properly document and escalate issues
as they are reported in a timely while communicating status to the client.
* Use the asset management application to maintain firm assets deployed within
the firm.
* Proactively learn about current and newly released applications.
* Collaborate within the larger IT support team to ensure the highest level of
customer support and resolution.
* Set up and deliver of various hardware and audio visual requests within the
conference meeting rooms.
* Ensure all office-integrated conference rooms are kept in appropriate working
order.
* Seek and identify opportunities to enhance the clients’ experience with the
firm’s technology.
* Manage IT hardware assets.
* After-hours availability to assist with client serve delivery, system
maintenance, and projects as needed.
YOU HAVE:
* Minimum 3-5 years of general IT support experience in the legal environment.
* Advanced working knowledge of applications and technologies, including but
not limited to DMS,Microsoft Windows 10/11, Microsoft 365, Citrix, popular
web conferencing software, and enterprise service management experience.
* Advanced knowledge and support of various mobile devices and platforms.
* Advanced knowledge of hardware (desktop/laptop) deployment methods using an
image deployment tool (SCCM, etc.).
* Knowledge of AV/Video Conference room setups and support
* Experience with Virtual Meeting platforms (Zoom, WebEx, MS Teams, etc.)
* Asset management experience.
* High level of client service orientation a must.
* Ability to handle conflict and difficult situations within a technical and
client service environment.
* Exceptional communication abilities to all levels of personnel.
* Ability to adapt to changing technology within a professional services
organization.
* Ability to quickly diagnose, organize, and prioritize competing deadlines and
properly setting service expectations with clients.
* Self-motivated and the ability to execute tasks and make decisions in a
high-pressure environment.
* Proven leadership skills, characteristics, and track record of achieving
client service results.
Apply
Thank you for requesting a demo. We'll be in touch soon.
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Request a Demo
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