IT Support Specialist - Full time (Temp to permanent)

Adler Pollock & Sheehan (AP&S) is seeking an IT Support Specialist to join our Information Technology department based in our Providence office. AP&S is a New England law firm representing local, national, and international clients in a wide range of complex legal matters. Since 1960, we have been committed to providing clients with the highest levels of legal services through a wide variety of practice areas in our three office locations: Providence and Newport, RI, and Boston, MA.
Position Summary
IT Support Specialist’s main role is the helpdesk function. Monitor the Freshservice helpdesk system, and support end-users with ‘White Glove’ service, both in-person and remote. This person should be eager to learn and grow your skills.
Duties and Responsibilities

• Responsible for providing excellent customer service by triaging and prioritizing support requests according to established guidelines.
• Takes initial support phone calls and troubleshoots problems over the phone to achieve first-call resolution.
• Collects and records information from calls, e-mails, instant messages and voicemails as required in the IT Service Desk support application.
• Performs basic hardware and software troubleshooting, diagnostics, and remote repair of hardware and software issues, if possible.
• Utilizes all Service Desk resources and tools in conjunction with other support members of the IT Department to achieve issue resolution.
• Provides customer follow up as needed.
• Troubleshoots issues with for IP and mobile phones.
• Tracks all hardware and software inventory issued to in-house and external employees.
• Performs software installations, software updates and resolve licensing issues.
• Provides first-level application troubleshooting for end-users. Support-level understanding of the Microsoft Office Suite (experience with Office 2016/2019 and/or Office 365 preferred).
• Rotates for on call after-hours support.
• Provides guidance to remote employees working in other states. Included in this responsibility is online and phone support / troubleshooting activities.
• Travel to our Boston and/or Newport offices weekly
• Deploy new systems (laptops, virtual desktops) as needed in a timely manner including the installation and configuration of new systems and repair of existing systems. Works with contractors and vendors when external help is required.
• Educate staff on hardware, software and network use.
• Participate in special projects as appropriate.
• Maintain good working relationships with users, department managers, vendors and other IT professionals to continuously improve the ability of the Service Desk to meet its mission.
• Set up Active Directory security for new users and make security changes as dictated.
• Plan, schedule and execute equipment installations, imaging, upgrades, and replacement projects.
• Perform other duties as assigned.

Required Skills and Abilities

• Must be highly self-sufficient and capable of handling day to day tasks with minimal supervision, plus possess excellent teamwork and collaboration skills.
• Excellent communication and interpersonal skills, and ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goals.
• Strong analytical and problem-solving skills. Exceptional organizational skills and attention to detail.
• Ability to maintain strict confidentiality regarding client and firm information.

Education and Experience Requirements

• B.S. degree in Computer Science or related field required or equivalent work experience.
• 2 years of relevant work experience in legal or professional services environments.

Physical Demands and Conditions Requirements

• General office environment, sitting and viewing computer monitors for extended periods
• Standing in Data Center Environment (loud and heavily air conditioned) for extended periods of time
• Ability to lift 50# during installation and maintenance of Enterprise level IT equipment

Hours and Locations of Work

• Providence, RI based position at Citizen’s Plaza
• Routinely, Monday through Friday, 8:30am-5pm, with availability for later or early daily hours and weekends for traveling or maintenance tasks.
• Position will share on-call responsibilities.
• Travel to our Boston and/or Newport offices as needed.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Ability to Commute:

• Providence, RI 02903 (Preferred)

Work Location: In person