IT User Support Specialist

Information Technology Austin, TX


Greenberg Traurig, a global law firm, currently has an excellent full-time employment opportunity for an IT User Support Specialist to join the Technology Department of our Austin, TX office. We offer competitive compensation and an excellent benefits package.

Position Summary:

The function of the IT User Support Specialist is to provide technology related support in an office environment, including the administration and/or support of technology systems essential to the day to day business operations.

The IT User Support Specialist works as part of a team directed jointly by an IT User Support Supervisor, IT User Support Manager or other technology department leader and the Business Director.

Duties & Responsibilities:

  • Computer Hardware and Software support
  • Maintains computer hardware asset inventory
  • System setups, breakdowns and office moves
  • Conference Room Services: Video conferencing, AV setups and take-downs
  • PDA support with a focus on enterprise email delivery
  • Telephone and voicemail systems support
  • Tracks user support requests and system failures
  • Escalates complex issues to advanced support service teams, follow-up and communications to end user
  • Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems
  • Performs preventative and routine maintenance
  • Procurement of miscellaneous technology supplies
  • Coordinates with IT vendors
  • Coordinates with other departments
  • Works with core IT teams on implementation and support of technology rollouts and projects
  • Recognizes and makes recommendations to training where opportunities exist to address common support issues

Skills & Competencies:

  • Attention to detail and the ability to multi-task in a fast-paced, high pressure, deadline-oriented environment in order to achieve business goals and objectives
  • Superb customer service skills including the ability to understand both internal and external client needs and expectations provide excellent service and meet or exceed client expectations
  • Ability to establish and maintain productive working relationships with all levels of staff, including attorneys, peers and other departments
  • Strong communication skills, including the use of active listening and the ability to convey information clearly in both written and verbal communication
  • Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment
  • Must be able to bend, stoop and lift up to 40 lbs., as necessary for equipment installations, workstation set ups, etc.

Qualifications & Prior Experience:

  • Bachelor's Degree or equivalent experience in Information Technology or related field preferred
  • 3-5 years of previous experience providing technology support in a professional office environment
  • Significant knowledge of the Windows 7 and 10 operating systems, settings, limitations, tweaks and maintenance procedures
  • Extensive experience with the Microsoft Office 2010 and 2016 Suites with a focus on Outlook, Word, Excel, and PowerPoint
  • Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions
  • Experience troubleshooting and supporting iOS, Android and Blackberry mobile devices and other PDA’s with a focus on enterprise email delivery
  • Experience working with networked and local printers, scanners, advanced copiers and other hardware peripherals
  • Experience with common law firm tools such as email archiving and document management systems. Experience with Enterprise Vault and Filesite desired
  • Basic understanding of networking devices, cabling and associated troubleshooting
  • Experience with remote access such as Citrix, VPN and Remote Desktop
  • Prior use of a trouble ticket tracking system

Greenberg Traurig is an Equal Opportunity Employer and committed to diversity and inclusion in the workplace.