Job: Technology Support Specialist Houston 55-65K

We have a Technology Support Specialist position open for for one of the world’s leading global law firms.

There is an urgent need for a Technology Support Specialist in Houston, TX. The need is for a Technology Support Specialist (which is analogous to Desktop/Deskside Support), and is a full time position. The need has become urgent as the firm has no local coverage in its Houston office.

There will likely 2 rounds of F2F interviews for this position. The first round would be a 1 on 1 with the hiring manager, the second round would also involve the Regional IT Director & local HR. Candidates would need to be local working out of the Houston office 5 days per week, M-F.

Candidates who have worked in a firm environment would be ideal, but not required. But in addition to the technical background, this person would need to have the “corporate IQ” to directly support attorneys, so someone with Attorney or C-level support is key. Someone may have all the technical skills but not be a fit if they aren’t a fit in terms of environment. It would also be beneficial if they had document management system support if they were not otherwise in a law firm (like iManage or FileSite, etc).

Salary for this is depending on experience, but is likely in the 55-65k range.

Our client, one of the world’s leading global law firms with almost 4,000 lawyers and staff in 30 offices is seeking a Technology Support Specialist reporting to the Local IT Manager. This position will reside in a Houston, TX office and will be responsible for using basic troubleshooting techniques in order to provide accurate, timely and creative resolutions to hardware-related issues and some software-related issues. The Technology Support Specialist I serves as a liaison between hardware engineers within IT (including the Help Desk) and the end user community.

Job Responsibilities:

End-user Support (Basic)
• Responds to end-user hardware requests and performs restorative actions to resolve problems.
• Properly logs all requests, issues and their resolutions.
• Properly escalates critical issues to other local-team members or to Firm IT for level-3 support.
• Researches and locates available tools and processes to identify and avert troublesome trends as they develop.
• Responds to situations where standard procedures failed with hardware installations or upgrades.
• Actively participates (with testing and documentation) in software pre-pilots, pilots and roll-outs.
• Provides status reports to and communicates with the manager.

Administrative and Operations Responsibilities
• Unpacks, sets up, tests and installs all new equipment received by the local office.
• Tracks the type of equipment, the location of equipment and to whom the equipment is allocated.
• Performs all initial diagnoses of reported hardware errors to determine nature, possible cause and recommended course of action.
• Where possible, performs maintenance or recovery procedures to correct reported hardware errors.
• Contacts third-party maintenance personnel, when necessary, to service diagnosed hardware errors that cannot be resolved in-house. • Performs standard preventive maintenance on specified equipment.

Other:

•Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

EDUCATION AND EXPERIENCE:

This job requires:

• an Associate’s degree (A.A.) in related field, and,
• Minimum one year experience in hardware and basic software support at a professional services organization, or, equivalent combination of experience and education.

OTHER QUALIFICATIONS AND REQUIREMENTS:

To perform the job successfully, the Technology Support Specialist I must demonstrate the following knowledge skills and abilities:

• Strong customer service orientation
• Technical Skills (see below)
• Strong interpersonal skills
• Self-starter
• Ability to work individually and as part of a team
• Planning and organizational skills
• Problem solving skills
• Ability to adapt to change and balance competing demands
• Ability to read and interpret general business documents, instructions and manuals, write routine business correspondence, and speak effectively with employees, clients, and vendors
• Ability to carry out written, oral or diagrammed instructions, involving several variables, in routine situations
• Ability to read and interpret general business documents, instructions and manuals, write routine business correspondence, and speak effectively with employees, clients, and vendors
• Advanced arithmetic skills (compute rate, ratio, percent; able to draw and interpret graphs and charts)
• Ability to solve practical problems, dealing with a variety of variables where little standardization exists

COMPUTER SKILLS To perform this job successfully, the Technology Support Specialist I must have a working knowledge of office productivity software and the Microsoft operating system.

CERTIFICATES, LICENSES, REGISTRATIONS:

• None required

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to sit and may occasionally be required to move about. The employee is also regularly required to use a computer, involving substantial movements of the wrists, hands and fingers. The employee is also required to regularly communicate with others.
• The employee may also occasionally be expected to lift and/or move up to 30 pounds with assistance.
• Specific vision abilities required by this job include: close vision and ability to adjust focus.

WORK ENVIRONMENT:

• The noise level in the work environment is usually moderate.
• This job may require occasional evening and weekend work on an overtime basis.
• This job may require occasional travel.