Technical Support Specialist

At Haynes and Boone, our people are the driving force behind our success. Because we value the role every individual plays in how we deliver exceptional legal services, we hire people who will contribute to our professional reputation, enhance client relationships and share in our success.

The Technical Support Specialist is a key member of our User Experience (UX) team as our front-line support team is critical to improve the end user experience and drive IT support excellence. This non-exempt position is responsible for providing desk-side hardware and software support, video conference support and basic network support to attorneys and staff. This individual will also support a variety of wireless and handheld devices.

Essential Duties

• Hardware and software setup and support including handheld devices.

• Video Conference support. This includes conference room technical setup, maintenance, room preparation, call initiation and lawyer/user assistance before and during video conferences as required.

• Analyze/resolve problems with desktop/laptop hardware, OS, & applications software.

• Tier 2 troubleshooting on the desktop/laptop hardware and software, operating system, and firm’s software applications: MS Office, NetDocuments, Google Chrome, Internet Explorer, Elite, PDF, InterAction, Zoom and any other firm applications.

• Basic software troubleshooting on the applications used at the firm including but not limited to:  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.

• Understand user application needs and growth of our Firm’s application offerings.

• Communicates appropriately regarding resolution and ensures that the appropriate documentation is completed after each incident.

• Tier 1 subject matter expert (SME) on our firm applications.

Other 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 after-hours support as needed.

• Perform other related duties as needed or assigned.

Reporting Relationship

The Technical Support Specialist reports to the Technical Support Manager.

Subordinate Staff:  N/A

Qualifications

Knowledge/Experience

The Technical Support Specialist should have working knowledge of Microsoft Office Suite of applications. Should have extensive knowledge of Windows OS; computer hardware and software. Experience with HP LaserJet Printers and Ricoh photocopiers and printers preferred.  This position requires someone with experience supporting handheld devices with a specific emphasis on iPhone/iPad and Android devices. 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.

Skills

The Technical Support Specialist must possess outstanding customer service abilities. Excellent written and verbal communication skills are a must. Ability to communicate with all levels of staff, attorneys, management, vendors and client representatives required. This individual must have strong initiative, drive and ability to work in a team environment with minimal supervision.

Education

The Technical Support Specialist must possess a high school diploma. A+ certification and some college are preferred.

Physical Demands

Must be able to move around the office up to 70% of the time; When doing occasional office build outs or system upgrades, might be required to move around up to 100% of the time; This position constantly operates, and frequently inspects and positions, computers and other office productivity machines (e.g., fax machine, copier, printer, etc.); Positions self to maintain/troubleshoot computers underneath office desks, up to 25% of the time; Frequently moves computer equipment weighing up to 20 lbs.; Occasionally moves computer/server equipment weighing up to 50 lbs.; This position requires constant communication and exchange of information with the Firm attorneys and staff.

This position requires work after normal business hours and on weekends for video conference support, equipment moves, and IT projects as required.

Working Conditions

Office Environment. Some offsite projects. Overtime, weekends and occasional travel required.  This position will participate in the after-hours and weekend on-call rotation.