Computer Support Specialist

Computer Support Specialist

The Computer Support Specialist (CSS) provides end-user support with troubleshooting assistance and problem resolution via telephone, remote desktop connection, and/or visits to the office of firm personnel for all firm-deployed applications.  These applications include but are not limited to Windows 10, Microsoft Office Suite, Adobe, etc. This position supports all employees with their desktop hardware and software, and related peripheral equipment. The CSS also supports the Network Administrator with basic network administration activities and general departmental projects as assigned.

Essential Duties and Responsibilities:

  • Assists in the functionality of firm applications including, but not limited to MS Office, Document Management, Remote Access, Printers and company cell phones.
  • Provides hardware/software technical support to all firm employees by answering user questions, troubleshooting technical issues and researching solutions for desktop computers, laptop/notebook computers, printers, and other peripheral hardware, and software applications.
  • Provides assistance in testing new applications and/or upgrades to existing applications.
  • Recommends system changes and upgrades to keep product portfolio free from defects and current with support releases when necessary.
  • Recommends topics to cover during training based on call content and advise when additional user training is necessary.
  • Acquires, maintains, and contributes to the knowledge base for responsible software.
  • Responsible for timely resolution of all incident tickets for all application, operating system, and hardware related issues, including printers and copiers.
  • Provides set-up, assistance with moving and/or configuring equipment for employee use, performing and ensuring proper installation of cables, operating systems or appropriate software.
  • Installs and performs minor repairs to hardware, software, or peripheral equipment, following provided design and installation specifications.
  • Reviews system activity and security logs, and responds to issues identified.
  • Reads technical manuals and confers with users or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Confers with users to establish the effectiveness of computer resources and advises IT Management on identified changes in requirements.
  • Maintains an inventory of desktop computer hardware, software and peripheral equipment, and spare parts inventory for emergency repairs to critical user and network systems.
  • Reads trade magazines and technical manuals, and attends conferences/seminars to keep abreast of current trends and technology.
  • Manages and documents all user reported issues using the firm-managed trouble-ticketing system, including documentation of all work performed and related communication with all employees.

 Knowledge, Skills, and Abilities Required:

  • Associates or 4-year bachelor’s degree in a related field preferred
  • Minimum two years of IT/Computer technical support experience a must
  • Must be proficient in MS Office to include: Outlook, Word, Excel, and PowerPoint
  • Must have proven communication, interpersonal, and organizational skills
  • Must be an effective listener with the ability to take initiative, work independently, and work with others

Click Here to Apply

Shape919.250.2000 noun_20940@smithdebnamlaw