Sr. Tech Support (law firm experience) - Kinect

The Sr. Tech Support Engineer offers expert-level technical support and training across a wide range of applications and technologies used within the firm. This position involves delivering superior, white-glove technical assistance and guidance to firm lawyers and staff, with a strong focus on understanding their needs and workflows to boost efficiency and client service. Exceptional technical and customer service skills are crucial.

Key Responsibilities:

• Deliver personalized, white-glove support and coaching to lawyers and staff on firm applications, mobile devices, and IT security best practices.
• Develop an in-depth understanding of business processes and firm applications to provide instruction, support, and advice to departments, practice groups, and teams for efficiency enhancement.
• Collaborate with teammates and other coworkers to identify and resolve issues and drive improvements.
• Keep professional skills current through relevant training and continuing education courses, applying and sharing these skills for departmental and firm-wide benefit.
• Uphold high-quality standards within the team by supporting good practices and identifying areas for growth and improvement.
• Evaluate opportunities for application and process improvement, preparing documentation to share with team members, leadership, and other affected parties.
• Stay ahead of technological trends and share insights with the law and technology community, adopting technology solutions relevant to legal practice.

Job Duties:

• Manage and triage incoming Service Desk tickets, providing regular follow-ups, maintaining detailed ticket work notes, and resolving tickets promptly.
• Maintain knowledge of supported hardware and software and understand how various departments, practice groups, and teams use them to support business processes.
• Provide Level II and Level III technical support, including installation/configuration, troubleshooting, and problem resolution for PCs, printers, applications, smartphones, mobile devices, telephones, remote access, and document transfers through all Service Desk support channels.
• Document all support interactions and resolutions in the incident tracking database.
• Manage multiple tasks from initiation to closure in an organized manner, including setting expectations, communicating progress and issues, identifying and escalating risks, and prioritizing tasks.
• Provide backup support for the IT Support Analyst team in the Service Desk call center.
• Seek opportunities to help attorneys and staff leverage existing technologies in their workflow, documenting successes for the benefit of others.
• Maintain awareness of and adherence to security measures, policies, methods, and procedures to safeguard enterprise systems, files, and firm data, promoting a culture that integrates information security into IT architecture and business processes.
• Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested.
• Coordinate hardware repairs with outside vendors, monitor inventory levels, verify bills/invoices, and generate and maintain hardware and software inventories for the office.
• Provide support for all audio/visual needs within the local office, partnering with the Lead AV Specialist and colleagues in all offices to ensure meetings are set up on time and executed smoothly.
• Travel, provide after-hours support, and work non-business hours as necessary.
• Assist with other special projects, tasks, and/or support as assigned.