Job Description – Systems Support Specialist Systems Support Specialist OVERVIEW The scheduled hours are 930 a.m. – 600 p.m., Monday – Friday with additional hours as needed. We are working with a medium sized law firm with offices across the US. They currently have a need for Systems Support Specialist in their L.A. office. The Systems Support Specialist is responsible for providing hardware and software support to the end users. This includes both via the telephone and desk side support. This position serves as primary contact with users and must demonstrate a team spirited attitude, strong troubleshooting skills and excellent communication. This position reports directly to the LA Office Technical Support Supervisor. PRIMARY RESPONSIBILITIES Recommends or performs actions to correct problems based on knowledge of systems. Researches, provides and documents confident, accurate solutions to user problems on a timely basis. Recommends or performs actions to correct problems based on knowledge of systems. Evaluates and prioritizes Helpline tickets. Effectively escalates and documents all support calls for which resolution is not possible. Maintains the call tracking system through the input of resolutions to issues andor tracking issues that are escalated to a higher level. Enters data and addsdeletes information accurately and timely. Clearly communicates escalation to all involved parties. Monitors the successful resolution of the ticket, providing appropriate progress reporting and status as necessary. Monitors support activity and inform team and manager of any perceived trends, positive or negative, in calls being received andor solutions being employed. Acquires and maintains a high level of knowledge regarding relevant products, current support policies and methods of support delivery. Invites feedback from end user community. Also assists in the investigation of end user complaints and with the delivery of an appropriate remedy and response. Proactively, on a regular basis, tours all floors and visits end users. Fills in as requested and scheduled on the phone support team. Provides support, training and setup on all computer systems. Provides support and training for all AudioVisual meetings per standard department procedures. Participates in special projects as requested. During emergency situations (i.e., server outages) tours all floors to keep users informed, answer questions and provides general downtime assistance as required. Assists colleagues in the resolution of support issues. Coordinates training programs with support departments. Communicates with Data Center staff to update, troubleshoot, maintain and repair all network infrastructure hardware. Leads or participates in special projects as requested. WORKING CONDITIONS Ability to work outside scheduled work time as required Availability by phone and e-mail (247) is required Work may be performed at a client site or in corporate headquarters in a professional work environment Hazards include working with office machines (computer, servers, printers and scanning equipment), cleaning supplies and toner QUALIFICATIONS Associates Degree, 4 year college Computer Science Degree or equivalent experience A minimum of two years of corporate or law firm Helpdesk experience Microsoft Certified Professional Certification preferred Advanced knowledge and ability to troubleshoot word processing applications including macros required Proficiency with Microsoft WordExcelOutlookPowerPoint required Advanced knowledge of remote access applications required Call tracking application experience required MOUS certifications preferred Proven computer hardware troubleshooting ability required Understanding of networks and their relation to end-users required Virus detection and removal ability required Legal application knowledge such as OpenText DM, iCreate and Interaction CRM preferred Effective written and verbal communication skills with unskilled and highly skilled PC users Excellent time management skills, including the ability to meet deadlines while paying attention to details Ability to make quick and clear decisions in accordance with Firm policies Proven ability to work within an environment that is fast paced, requiring changing priorities Proven customer service skills are required in order to create, maintain and enhance user relationships Must be able to communicate and interact effectively with people from multi-functional and diverse backgrounds