Junior Support Specialist

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Job Summary:

Foley Hoag LLP is committed to excellence in service and is seeking a skilled Support Specialist with superior problem-solving skills. The Specialist will provide Help Desk and 1st level technical support for legal and business services team members, troubleshoot enterprise technology issues, and perform basic system administration.

Responsibilities:

• Promptly provide Help Desk & 1st level technical support and problem resolution for computer systems, software, hardware, printers, copiers during business hours and non-business hours (remote) to internal personnel as well as external clients/vendors

• Provide white glove support services for law firm applications such as Microsoft Office applications, Document Management systems (iManage), PDF creation and editing, redlining and metadata scrubbing

• Install, modify, and repair computer hardware and software

• Relocate computer workspaces per business needs

• Provide operational support and maintain the operational efficiency of the local data center/IDF closets

• Support the Firm’s mobile devices (smart phones and tablets) managed with current MDM System

• Troubleshoot VPN log in issues

• Perform basic account management within Active Directory for new hires/departures and assign user access rights to various network groups and directories

• Support in the testing and deployment of new applications and systems

• Manage employee onboarding and offboarding tasks in all the systems and software

• Assist with maintaining an accurate inventory of technology assets and related components

• Provide end-user training to employees on IT Policies/Procedures, applications, and systems

• Remain current with all network applications, software/template/macro changes, and enhancements

• Manage the equipment inventory for the Service Desk and maintain comprehensive documentation of assets and systems

• Occasionally assist local Deskside and AV IT teams with setup/fixing IT equipment at desks, conference rooms, print/copy areas, etc.

• Participate in on-call coverage on a rotating basis

• Adhere to Foley Hoag’s established SLAs and ticketing hygiene standards

• Continuously improve and expand our internal knowledge base

• Ability to maintain a flexible work schedule (cover extended shift hours when necessary)

• Other duties as assigned

Qualifications:

Required:

• At least 2 years of relevant technical support experience

• Strong client service orientation with a focus on providing white-glove support

• Ability to troubleshoot, research and resolve software and hardware issues effectively

• Excellent communication skills, both verbal and written

• Strong organizational skills and attention to detail

• The ability to work independently but within a team environment

• Ability to work well under pressure to meet tight deadlines while maintaining strong relationships with management and peers

• Knowledge of Operating Systems & Productivity Software: Windows 10 & 11, Microsoft Office 2016 & 2019/Office 365, Exchange

• Knowledge of Enterprise Tools: ServiceNow ticketing system, Adobe Acrobat & Kofax PowerPDF

• Knowledge of Security & Networking: Basic Active Directory administration, multifactor authentication, Citrix XenDesktop, VPN connection, TCP/IP, DNS, DHCP, Group Policies

• Knowledge of Collaboration & Remote Access Tools: Microsoft Teams, Zoom, MDM systems

• Ability to maintain a flexible work schedule (cover extended shift hours when necessary)

Preferred:

• Experience within a law firm or professional services environment

• Knowledge of Endpoint Management (Intune preferred)

• Knowledge of document management systems (iManage preferred)

• Knowledge of ChangePro, Metadact, Litera, Innova, Nuance, Mimecast

• Experience with computer imaging, desktop and laptop build-outs

Company:

Foley Hoag LLP is an acknowledged regional, national and international dispute-resolution powerhouse, and our lawyers are equally adept at Founded in 1943, the company is headquartered in Boston, Massachusetts, USA, with a team of 501-1000 employees. The company is currently Late Stage. Foley Hoag LLP has a track record of offering H1B sponsorships.