IT Support Senior Specialist

About the role

The IT Support Senior Specialist will be responsible for providing technical support to attorneys and staff. This is an on-site position that supports all PCs, phones, AV equipment, IT peripherals and IT Infrastructure in the office. The position reports to an IT Support Manager.

Key Responsibilities Include

• Support all PCs, phones, IT peripherals and IT infrastructure in the office
• Document work in IT incident ticketing system thoroughly
• Provide support to incidents that are escalated from IT Technicians and Specialists and the Service Desk
• Coach and support IT Technicians and Specialists
• Provide technical support during events, conferences and meetings, on site and off site as needed
• Support office administration activities, projects and priorities as assigned
• Participate with internal IT groups during projects and activities
• Respond to power, HVAC, network and other outages, planned and unplanned in the office
• Identify, evaluate and promptly escalate Problems and Major Incidents
• Special projects and additional duties as assigned

Qualifications

• Total of 5+ years' within a Corporate environment and technical support experience
• Demonstrated experience supporting and troubleshooting Microsoft Windows 10, Microsoft Office Suite, especially Outlook and Word - especially escalated requests
• Experience supporting and troubleshooting Cisco VoIP phone and voicemail system
• Experience supporting and troubleshooting web conferencing - especially Zoom and Microsoft Teams
• Experience using and supporting Apple and Android mobile devices and OSes
• Experience with one or more legal industry applications, especially iManage, IntApp Time, or others used by Holland & Knight
• Experience configuring and supporting printers and multifunction devices
• Experience using ServiceNow to log IT Incidents
• Network troubleshooting knowledge
• General experience with server/network rooms (patching network equipment, racking servers, evaluating power and cooling issues.)
• Experience supporting and troubleshooting audio-visual equipment
• Strong customer service orientation, with a can-do attitude and follow-through skills
• Strong and proven analytical and problem solving skills
• Ability to work well with others in a team environment with minimum or no supervision
• Excellent overall written and oral communication skills
• Ability to comfortably and independently write technical instructions and project documentation
• Ability to communicate comfortably and effectively with all firm personnel, including IT Support personnel or a group of attorneys and/or staff
• Desire and ability to learn new software and hardware
• Possess Subject-Matter-Expertise in functions, applications, or areas of need for the User Services team
• Capable of leading an internal specialty support team and/or the IT Support role on a major project
• Experience with IT vendor management
• Capable of traveling for business and working in different Holland & Knight sites independently
• Capable of lifting and moving equipment weighing as much as 50 lbs.
• Ability to work onsite at Holland & Knight offices

Minimum Education

• Requires a Bachelor's Degree
• IT Certifications (ITIL Foundations, A+, etc.) or demonstrated equivalent experience

Benefits

Our goal is to promote a work environment in which individuals have access to the resources they need to be their best both professionally and personally, which includes resources that encourage individuals to focus on their health and well-being.

Below are the benefits we offer

comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners; life and AD&D insurance; short and long term disability insurance; tax-advantaged accounts for health care expenses, including FSAs and HSAs; FSAs for dependent care; health advocacy services; behavioral health and counseling resources for all family members; 401(k); profit sharing; backup dependent care; senior care planning support; resources for individuals with development disabilities and their caregivers; and paid holidays and other paid time off, including paid leave for new parents.

Applicants who are interested in applying for a position and require an accommodation during the process should contact.

Personal Information collected from applicants will be used for the purpose of processing the application throughout any recruitment or employment process, as well as inclusion in a personnel file. Categories of data collected may include name, address, phone numbers, email, Social Security Number, and signature. Holland & Knight may collect further information if you consent to a background check. This includes criminal background, employment, and certifications. Please visit Legal Information Portal for Holland & Knight LLP's privacy policies.