What are the responsibilities and job description for the Site Support Specialist position at The Intersect Group?
Job Title: Site Support Specialist
Location: IN OFFICE 5 days a week- Cleveland OH
Direct Hire- Full time
Overview:
Our Cleveland, OH office has the opportunity for an experienced Site Support Specialist to join the Firm’s expanding technology department. The Site Support Specialist’s primary responsibilities include providing 1st and 2nd level technology support for attorneys and staff on a variety of hardware and software. As part of a Regional support team, provide technology support for other offices in the region including travel to these locations as needed. The candidate will participate in firm and department technology initiatives as needed.
Responsibilities:
- Windows OS and application software installation, repair and support.
- Imaging, deployment and support of desktops, laptops and peripherals including user profile provisioning.
- Hardware installation, repair and support including printers, conference room A/V equipment, wireless access points and server room equipment.
- Keeps accurate inventory of supported offices’ equipment.
- Troubleshooting network connectivity from desktop and laptop computers.
- Mobile device setup and support.
- Telephone administration, setup and support. Including moves/adds/changes.
- Provide excellent customer service and practice total contact ownership from acknowledgement to closure. Document problem description and resolution using ITSM system. Participate in ticket creation, escalation and follow-up.
- Keep current on the firm’s needs with regular communication with Office Administrator; be proactive in identifying technology solutions and preventing potential problems; act as the local office liaison and end-user advocate as it relates to technology.
- Work with other technology department teams including Service Desk, Endpoint Administration, Applications team and Infrastructure team.
- Consistently act in support of overall firm and department initiatives, goals and objectives.
Qualifications:
- Minimum of four years’ experience in a technical support position.
- Working knowledge of Dell and Lenovo laptops and desktops, Microsoft Windows OS, Microsoft Office Suite, Document Management System, Mobile devices and enterprise network.
- Independent analysis and strong problem solving skills.
- Strong customer service and communication skills (face-to-face, phone and email)
- Law firm experience a major plus
- Microsoft Office and Azure certifications preferred
- Help Desk Institute, ITIL Foundation and CompTIA A certification preferred
- Document Management System support experience a plus
- SCCM experience a plus
- Mobile Device Management experience preferred
Salary : $52,000 - $63,000
