End User Support Specialist

Foley Hoag, a highly regarded and dynamic international law firm, seeks an End-User Support Specialist to provide on-site IT support to the attorneys and staff in the Boston office of the firm. The End-User Support Specialist will demonstrate outstanding customer service mentality, be responsive and proactive in providing deskside support, advocate for user needs, and work collaboratively with the IT Department in the Boston office to resolve problems. The ideal candidate for this position will bring experience working autonomously in fast-paced environments, familiarity with networks, applications, hardware, and strong critical-thinking skills needed to identify issues quickly and escalate as necessary.

This role requires 100% on-site presence in our Boston office with the potential for hybrid work opportunities depending on the required business needs as determined by your supervisor. This position is overtime eligible and, occasionally, responsibilities may fall outside of traditional working hours.

Responsibilities:

• Provision PCs through Intune
• Move PC equipment; swap internal components such as memory, hard drives, as needed
• Troubleshoot hardware/software issues and work with other IT teams to resolve problems
• Troubleshoot printing issues
• Troubleshoot local network issues ranging from bad network cable to workstation connectivity, network switch malfunctions, and server failures
• Support with asset management and inventory maintenance
• Move/maintain/lift server equipment out of/into racks for replacement and upgrades
• Liaison with users and the IT Operations group in the Boston office when needed
• Train users in the firm’s core software applications, as required
• Coordinate all technology requirements for attorneys engaged in international travel
• Provide document scanning training and support
• Track and document support issues in ticketing system
• Complete system updates and reboots as needed; flexibility to work outside standard business hours may be required
• Configure loaner laptop and mobile devices for employees
• Ensure technology policies and security procedures are understood and followed by Boston users
• Support in coordination of key IT initiatives impacting the Boston office
• Other duties as assigned

Qualifications:

• At least five years' experience in IT support role; prior experience in legal or financial services environment is highly desired
• Outstanding customer service mentality and strong critical thinking and problem-solving skills; demonstrated track record of taking initiative to find creative solutions to IT issues
• Superb written and verbal communication skills; ability to build strong relationships with users across the Boston office
• Proficient in the use of Microsoft Office applications
• Knowledge supporting all Windows operating systems, iManage, ChangePro, Metadact, Innova, Adobe, Nuance and Mimecast
• Experience with Citrix XenDesktop and VPN environments
• Knowledge of laptop and desktop provisioning
• Familiarity with telephone programming and troubleshooting
• An appreciation for Foley Hoag’s core values of excellence, service ethic, collegiality, and inclusivity
• Ability to lift and carry up to 15 lbs, with some stretching and bending required.

Compensation range is $87,200 to $95,900 commensurate with related experience and qualification. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, specialty, and training. The above salary range (or hiring range) represents the firm's reasonable estimate of the range of possible compensation at the time of posting.