Overview
On Site
$65000
Full Time
Job Details
User Support Specialist
Cincinnati, OH (5 Days Onsite)
$65,000 – $75,000
The User Support Specialist is responsible for delivering high-quality technical support to over 1,960 users across the firm’s 18 offices. Support must be timely, accurate, friendly, and efficient to ensure users can effectively leverage technology in their daily work. The primary focus of User Support is the end user—ensuring their needs are met and their experience with technology is seamless. This role requires strong customer service, communication, problem-solving, and organizational skills. It also demands technical proficiency in core applications, devices, and systems, along with a broad understanding of the diverse technologies typically found in a large professional services environment.
Responsibilities:
Required Skills:
To perform the essential functions of this role, the User Support Specialist must possess specific technical skills. These include demonstrated proficiency in Windows 11, Microsoft Office 365 Suite—particularly Word, Outlook and Excel—as well as the ability to accurately type and enter data. Familiarity with Microsoft Access, SharePoint, PowerBI or other database applications is also required. The ideal candidate will have a proven aptitude for learning new software applications and adapting quickly to evolving technologies.
Preferred Skills and Experiences:
Cincinnati, OH (5 Days Onsite)
$65,000 – $75,000
The User Support Specialist is responsible for delivering high-quality technical support to over 1,960 users across the firm’s 18 offices. Support must be timely, accurate, friendly, and efficient to ensure users can effectively leverage technology in their daily work. The primary focus of User Support is the end user—ensuring their needs are met and their experience with technology is seamless. This role requires strong customer service, communication, problem-solving, and organizational skills. It also demands technical proficiency in core applications, devices, and systems, along with a broad understanding of the diverse technologies typically found in a large professional services environment.
Responsibilities:
- Provide Tier 2 technical support for end-user hardware, software, and application issues across the firm’s offices, both in-person and remotely via phone and remote access tools. Serve as the primary point of contact for users during issue investigation and resolution.
- Exhibit technical expertise in desktop and application support, including hands-on troubleshooting of hardware (desktops, laptops, printers, mobile/wireless devices). Provide support both onsite and remotely.
- Accurately log all support interactions in the Footprints Help Desk ticketing system. Ensure entries are detailed and useful for knowledge sharing. Meet departmental service level targets for response and resolution times. Review open tickets daily, provide updates, and maintain ownership through resolution, including documentation of Tier 3 consultations.
- Perform testing of software applications, updates, and security patches using firm-approved test matrices. Validate usability, performance, and compatibility of core PC applications and systems.
- Participate in project teams for initiatives of varying size and scope. Meet project milestones, deadlines and collaborate with project managers to complete assigned tasks.
- Apply strong problem-solving skills to proactively identify, define, and resolve issues before they escalate. Collaborate with others to gather input and maintain a balanced perspective when addressing challenges.
- Deliver exceptional customer service through consultation, installation, troubleshooting, training, and support. Maintain professionalism and effectiveness across all communication channels including face-to-face, phone, email, and remote sessions.
- Conduct one-on-one training sessions as needed. In offices without dedicated trainers, the User Support Specialist is responsible for ad hoc training. Identify and act on training opportunities during support interactions to educate users on firm technologies, including software applications, hardware, and access methods.
- Demonstrate effective planning and organizational skills by managing time efficiently, maintaining attention to detail, and aligning daily and weekly tasks with broader team goals. Think systematically to improve processes and workflows.
- Communicate clearly and professionally in both verbal and written formats. Maintain positive, ongoing communication with end users and keep them informed of issue status. Share relevant updates, insights, and new technologies with team members.
Required Skills:
To perform the essential functions of this role, the User Support Specialist must possess specific technical skills. These include demonstrated proficiency in Windows 11, Microsoft Office 365 Suite—particularly Word, Outlook and Excel—as well as the ability to accurately type and enter data. Familiarity with Microsoft Access, SharePoint, PowerBI or other database applications is also required. The ideal candidate will have a proven aptitude for learning new software applications and adapting quickly to evolving technologies.
Preferred Skills and Experiences:
- Proficiency in collaboration tools like Microsoft Teams.
- Proficiency in Generative AI tools like CoPilot.
- Extensive experience with NetDocuments Document Management System, as well as other legal-specific core applications.
- Proficient in hardware support for laptops, tablets, desktops, printers, and peripherals, including wireless devices such as iOS and Android smartphones.
- Experienced in setting up and supporting audio/visual equipment for meetings, including Microsoft Teams, Zoom, and video conferencing platforms.
- Strong knowledge of application testing, maintenance, and compatibility within a professional services environment – preferably in a large law firm
- Equivalent combination of education and experience may substitute for education requirements. Supervisory experience includes the skills necessary to organize, coordinate and supervise staff.
- Bachelor’s degree with a minimum of 3-5 years of experience in the IT field, along with a minimum of one year in a support role is required, or equivalent combination of education and experience; 5+ years of experience in end user support preferred. Professional services experience is highly desirable.
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