Job Description

A Leading Global Law Firm, based in Los Angeles, is searching for an IS Support Specialist who will be responsible for providing technical support to customers and operational and administrative support for IS functions in their assigned location/office(s). You will actively participate in maintaining and improving the timeliness and quality of IS support provided to all customer constituencies within said location/office(s)

Role reports to the IS Supervisor.

Responsibilities include:

• Executing the effective and timely delivery of IS services, both hardware and software.
• Interacting effectively with all customer constituencies, in person when possible.
• Deploying and maintaining the operational availability of all related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and, when directed by IS Operations, servers and network infrastructure.
• Performing effectively as a second-level technical resource to resolve customer issues.
• Listening attentively to the problems or issues described by customers and logging all pertinent information into the call tracking program, ServiceNow.
• Contributing detailed solutions to the ServiceNow Knowledge Base.
• Always keeping equipment inventory up to date in the Asset Management System.
• Providing technical support and assistance outside of normal business hours as required.
• Demonstrating strong organizational skills and efficiently prioritizing work, with the ability to multi-task as needed.
• Maintaining and adhering to firm-wide and departmental policies, standards, operational guidelines, and administrative procedures relating to the IS function.
  

Qualifications:

• Strong verbal, written, interpersonal and team skills.
• Strong customer service skills.
• Superior experience with computer hardware, printers, smartphones and audio-visual communications equipment.
• Strong ability to build and maintain trusted relationships and effectively collaborate at all levels and across all disciplines.
• Ability to remain calm and reasoned under pressure.
• Ability to be flexible to meet varied and changing business requirements.
• Physically able to move equipment.
• Ability to work overtime as necessary.

Experience:

• Bachelor’s degree in a related field preferred
• Experience providing IS support in a Legal or Professional Services environment.
• Minimum 5+ years of relevant experience.
• Experience providing support in a Windows 11, MacOS and iOS environments.
• Experience providing support on Microsoft Office products, Exchange and SCCM