Technical Support Specialist

Haynes and Boone, LLP is seeking a front-line Technical Support Specialist to deliver desk-side technology assistance across Orange County, CA. This onsite role supports attorneys and staff with hardware and software troubleshooting, video conferencing readiness, and core network-related help, along with help for wireless and handheld devices.

Working closely with the Technical Support Manager and serving as a key point of contact for IT Engineers, you will troubleshoot incidents, keep helpdesk records up to date, and provide timely communication to users before and during live support needs.

What you’ll do

• Provide desk-side hardware and software support, including support for handheld devices.
• Deliver video conference support, including conference room technical setup, maintenance, room preparation, call initiation, and lawyer/user assistance before and during video conferences as required.
• Analyze and resolve issues involving desktop and laptop hardware, Windows OS, and application software.
• Perform Tier 2 troubleshooting for desktop and laptop hardware and software, including the firm’s applications: MS Office, NetDocuments, Google Chrome, Internet Explorer, Elite, PDF, InterAction, Zoom, and other firm applications.
• Support basic troubleshooting for firm applications, including Microsoft Office Suite, internet browsers, accounting, PDF, contact management, and the firm’s document management system.
• Support printer, scanner, video conferencing, and projector operations.
• Assist IT Engineers with troubleshooting onsite issues.
• Understand user application needs and support the growth of the firm’s application offerings.
• Communicate resolution status appropriately and ensure required documentation is completed after each incident.
• Act as a Tier 1 subject matter expert (SME) on firm applications.
• Help with hardware inventory, including laptop checkout duties, and assist with maintaining IT inventory.
• Support laptop users with remote “road warrior” skills, including remote desktop and VPN access.
• Create and update tickets in the HelpDesk ticketing database.
• Serve as a point of contact for IT Engineers and maintain positive, professional relationships with staff and approved vendors.
• Provide on-call and after-hours support as needed and perform other related duties as assigned.

Requirements

• Working knowledge of Microsoft Office Suite applications.
• Extensive knowledge of Windows OS plus computer hardware and software.
• Experience supporting handheld devices, with specific emphasis on iPhone/iPad and Android.
• Three (3) or more years of experience in an IT HelpDesk or support environment (required).
• Three (3) or more years of Level 2 desk-side support experience is desired.
• Preferred: experience with HP LaserJet Printers and Ricoh photocopiers and printers.
• Outstanding customer service abilities.
• Excellent written and verbal communication skills.
• Ability to communicate with all levels of staff, attorneys, management, vendors, and client representatives.
• Strong initiative and ability to work in a team environment with minimal supervision.
• High school diploma.
• Preferred: A+ certification and some college.

Tools and technologies you may use

• Microsoft Office Suite, NetDocuments, Google Chrome, Internet Explorer
• Elite, PDF, InterAction
• Zoom, internet browsers, accounting, contact management
• Document Management System
• Remote desktop, VPN, HelpDesk ticketing database
• iPhone, iPad, Android
• Windows OS

Schedule, travel, and environment

• Office environment with some offsite projects.
• Overtime, weekends, and occasional travel required.
• Participation in the after-hours and weekend on-call rotation.
• Work after normal business hours and on weekends for video conference support, equipment moves, and IT projects as required.

Physical demands

• Move around the office up to 70% of the time.
• For occasional office build outs or system upgrades, may move around up to 100% of the time.
• Constantly operates and frequently inspects and positions computers and office productivity machines (e.g., fax machine, copier, printer).
• Positions self to troubleshoot computers underneath office desks, up to 25% of the time.
• Frequently moves computer equipment up to 20 lbs and occasionally moves computer/server equipment up to 50 lbs.
• Requires constant communication and information exchange with firm attorneys and staff.

Compensation and reporting

• Salary range: USD 75,000 - 81,000 per year.
• Reporting relationship: reports to the Technical Support Manager.