What are the responsibilities and job description for the IT Support Technician position at Connell Foley LLP?
We are seeking a Technical Support Specialist to provide Level 1 and Level 2 support from our Roseland, New Jersey office. The Technical Support team provides phone, email, and remote assistance to the firm’s professionals and staff.
Through teamwork, innovation, and effective communication, the Technical Support Specialist will represent the Technology Department while delivering the highest level of client service.
Key Responsibilities
Technical Support and Incident Management
- Provide high-quality technical support for the firm’s hardware, software, and mobile devices.
- Diagnose and resolve technical incidents and problems using advanced troubleshooting and research techniques.
- Record, track, document, and escalate support issues through the firm’s incident management system.
- Prioritize requests, meet deadlines, and set clear and appropriate service expectations.
- Collaborate with the Technology team to ensure timely resolutions and a consistently high level of client support.
Audiovisual and Conference Room Support
- Monitor upcoming audiovisual and videoconferencing requests to help ensure seamless service delivery.
- Set up and deliver hardware and audiovisual equipment for meetings and events.
- Maintain integrated conference rooms and ensure that all equipment remains in proper working order.
- Stay informed about emerging and competitive audiovisual and videoconferencing technologies.
Client Service and Continuous Improvement
- Identify opportunities to improve the client experience through effective use of the firm’s technology.
- Communicate clearly and professionally by phone and email.
- Provide calm, responsive assistance to users experiencing urgent or stressful technical issues.
- Proactively learn new technologies and adapt to changes within a professional services environment.
Additional Expectations
- Be available after hours when needed to support client service delivery or scheduled system maintenance.
- Travel to the firm’s remote offices as required.
- Work independently, exercise sound judgment, and make effective decisions in a high-pressure environment.
Qualifications
- One to two years of general IT support experience, preferably in a law firm or professional services environment.
- Working knowledge of Microsoft Windows 11, Microsoft 365, DUO Mobile, and Microsoft Authenticator.
- Troubleshoot and repair hardware and peripherals, including computers, printers, scanners, and mobile phones.
- Strong commitment to client service.
- Effective written and verbal communication skills.
- Ability to work professionally with personnel at all levels of the organization.
- Strong troubleshooting, organization, and prioritization skills.
- Self-motivated, adaptable, and capable of managing multiple responsibilities in a fast-paced environment.
Connell Foley LLP offers competitive salaries and excellent benefits, including profit sharing, 401(k), and medical and dental coverage. Exact compensation based on experience.
Connell Foley is an Equal Opportunity Employer.
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $60,000 - $80,000