User Support Specialist

Job description

User Support Specialist
Cincinnati, OH (5 Days Onsite)
$65,000 – $75,000

The User Support Specialist plays a vital role in providing exceptional technical assistance to a user base of over 1,960 across the firm’s 18 locations. This position requires timely, precise, and courteous support, enabling users to utilize technology effectively in their everyday tasks. The primary emphasis of this role is to prioritize the end-user experience, ensuring their technological needs are fulfilled seamlessly. The ideal candidate will exhibit strong customer service, communication, problem-solving, and organizational capabilities, combined with an in-depth technical understanding of essential applications, devices, and systems commonly used within a large professional service setting.

Key Responsibilities:

• Provide Tier 2 technical support for hardware, software, and application challenges faced by end-users across the firm, both on-site and remotely via phone and remote access tools. Act as the primary contact for users during the resolution process.
• Demonstrate technical proficiencies in desktop and application support, including hands-on troubleshooting of hardware like desktops, laptops, printers, and mobile devices. Offer support both in person and from a distance.
• Thoroughly document all support interactions using the Footprints Help Desk ticketing system to ensure information is shared effectively. Adhere to departmental service level agreements for response and resolution times. Review and update open tickets regularly while maintaining ownership until completion, including documenting any Tier 3 consultations.
• Test software applications, updates, and security patches with the use of firm-approved testing protocols. Assess usability, performance, and compatibility of vital PC applications and systems.
• Engage in project teams for a variety of initiatives. Meet deadlines and deliverables while collaborating with project leaders to fulfill assigned responsibilities.
• Employ effective problem-solving abilities to identify, define, and resolve issues proactively before they escalate. Collaborate with colleagues to incorporate diverse perspectives in addressing challenges.
• Provide outstanding customer service through consultation, installation, troubleshooting, training, and support. Maintain professionalism across all communication methods, including in-person, phone, email, and remote interactions.
• Offer one-on-one training sessions when necessary. In locations without dedicated trainers, the User Support Specialist is responsible for on-the-spot training and recognizing training needs during support interactions to educate users on firm technologies.
• Exhibit strong planning and organizational skills, managing time effectively, paying keen attention to detail, and aligning individual tasks with team objectives. Approach processes and workflows with a systematic mindset.
• Communicate effectively and professionally in both verbal and written forms. Maintain constructive communication with end-users, keeping them updated on issue progress. Share relevant updates and insights with team members.

Essential Skills:
To fulfill the primary responsibilities of this role, the User Support Specialist must have specific technical skills, including proven expertise in Windows 11 and the Microsoft Office 365 Suite, particularly Word, Outlook, and Excel. The ability to type accurately and enter data is essential. Knowledge of Microsoft Access, SharePoint, PowerBI, or other databases is also necessary. The preferred candidate will have a strong ability to learn and adapt to new software and rapidly evolving technologies.

Preferred Skills and Experience:

• Experience with collaboration tools such as Microsoft Teams.
• Familiarity with Generative AI tools like CoPilot.
• Significant experience with NetDocuments Document Management System and other legal-centric applications.
• Proficient in supporting hardware including laptops, desktops, printers, and peripherals, along with mobile devices like iOS and Android smartphones.
• Experienced in setting up and providing support for audio/visual equipment in meetings, including Microsoft Teams, Zoom, and other conferencing platforms.
• Strong understanding of application testing, maintenance, and compatibility within a professional services framework, ideally in a large law firm.

Education and Experience Requirements:

• An equivalent combination of education and experience may fulfill educational prerequisites. Supervisory experience should illustrate abilities to organize, coordinate, and manage staff.
• A Bachelor’s degree with 3-5 years of experience in the IT field, including at least one year in a support capacity is required, or an equivalent combination of education and experience; preferably, 5+ years of end user support experience. Experience in professional services is highly valued.