IT Support Specialist

Parker Poe, PNC Plaza, Raleigh, North Carolina, United States of America Req #267
Friday, May 20, 2022
Become part of the Parker Poe team that – for more than a century – has represented many of the Southeast’s largest companies and local governments. We are a tight-knit firm that values the person beyond the lawyer or professional. Because of this, in addition to structured integration efforts, you will find that mentorship, professional development, and internal referrals happen organically. If you want to join a collaborative team providing sophisticated legal services – without losing sight of our calling to give back to our communities – this is the place to be.
We are not utilizing agencies to fill this position. 

Department: Information Technology
FLSA: Nonexempt
Direct Reports: No
Supervised By: IT Support Manager
 
Summary
IT Support Specialist’s primary role is providing technical software, hardware, telephone, printer and audio-video conferencing problem resolution to firm employees or guests of the firm by performing problem diagnosis and providing timely solutions to the end-users in a call center environment; clearly communicating technical solutions in a professional manner; setup and install hardware and software as needed; provide deskside assistance to users as needed; documenting all support activities; and performing related work as required. 

As part of the IT Department’s requirements for 24/7 support services, the IT Support Specialist participates in a rotating on-call schedule that involves after hours and weekend support and availability requiring remote access and telephone coverage. 

The successful candidate must have the ability to work independently and as a member of a close team servicing a wide variety of customers, both internal and external to the firm. 

Primary Duties and Responsibilities
• Respond to IT Help Desk requests via telephone, email, via remote access, and in-person.
• Tracks all end-user support activities through the IT Department’s incident tracking system.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and software, e-mail, Internet, and local-area network access problems.
• Delivers, tags, and configures end-user PC desktop hardware, software, and peripherals as needed and assigned.
• Participate in a rotating on-call schedule that involves after hours and weekend support and availability requiring remote access and telephone coverage. 
• Develop and maintain an advanced level of proficiency with software and hardware in use.
• Work independently to research and resolve complex technical issues.
• Works as part of the IT Support Team, providing premiere customer service and support to all end-users, internal and external. 
• Occasionally visit remote offices to provide onsite assistance and inventory tasks as needed.

Requirements
At least two years’ experience working in a IT support role, preferably in a law firm environment.  Must have advanced knowledge of the Windows operating systems, Microsoft Office, desktop/laptop hardware, mobile devices.  Prefer knowledge of working with videoconferencing equipment, document management systems, printers, mobile device management, Citrix and other software applications in a legal environment.  Must be able to lift and carry 25 pounds. 
Parker Poe is an Equal Opportunity Employer and makes recruitment, employment, promotional and all other personnel decisions without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
Location on Google Maps
  • Parker Poe, PNC Plaza, Raleigh, North Carolina, United States of America