IT Support Specialist

Holland & Knight LLP supports a workplace built around health, well-being, and the resources people need to do their best work, both professionally and personally. This on-site IT Support Specialist role in Washington, DC helps ensure attorneys and staff have reliable technology support for day-to-day work, events, and changing office needs.

Location: Washington, DC (onsite)
Compensation: USD 35 - 53 per hour
Reporting to: IT Support Manager

What you’ll do

• Provide on-site technical support for PCs, phones, IT peripherals, and IT infrastructure in the Washington, DC office
• Support incidents end to end, including escalations from IT Technicians or the Service Desk
• Maintain accurate, thorough documentation in the IT incident ticketing system
• Deliver technical support during events, conferences, and meetings, on site and off site as needed
• Assist with office administration activities, projects, and priorities as assigned
• Collaborate with internal IT groups during projects and ongoing activities
• Respond to power, HVAC, network, and other outages, planned and unplanned
• Take on special projects and duties as assigned

Core skills and experience

• 3+ years in a corporate environment
• 3+ years in technical support
• Experience supporting Microsoft Windows 10 and the Microsoft Office Suite, especially Outlook and Word
• Hands-on troubleshooting experience with Cisco VoIP phone and voicemail systems
• Experience troubleshooting and supporting web conferencing, especially Zoom and Microsoft Teams
• Experience supporting and troubleshooting Apple and Android mobile devices and OSes
• Experience configuring and supporting printers and multifunction devices
• Experience using ServiceNow to log IT incidents
• Network troubleshooting knowledge
• General experience with server/network rooms including patching network equipment, racking servers, and 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
• Analytical and problem-solving skills
• Ability to work well in a team environment with minimal supervision
• Strong written and oral communication skills
• Ability to contribute to project documentation
• Ability to contribute and positively impact an internal specialty support team or a major project
• Capable of traveling for business and working across different H&K sites independently
• Capable of lifting and moving equipment up to 50 lbs
• Ability to work onsite at H&K offices

Education: Bachelor’s degree
Preferred credentials: IT certifications (for example, ITIL Foundations, A+) or demonstrated equivalent experience

Benefits

• Comprehensive medical plans (PPO and HDHPs), plus dental and vision, 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) and profit sharing
• Backup dependent care
• Senior care planning support
• Resources for individuals with development disabilities and their caregivers
• Paid holidays and other paid time off, including paid leave for new parents

Tools and technologies

• Microsoft Windows 10, Microsoft Office Suite, Outlook, Word
• Cisco VoIP phone and voicemail system
• Zoom, Microsoft Teams
• Apple mobile devices, Android
• ServiceNow and IT incident ticketing system
• Printers, multifunction devices
• Audio-visual equipment