System Support Specialist

Austin, TX 78701 | Direct Hire

Post Date: 02/12/2018 Job ID: 48556 Industry: Systems Administrator

System Support Specialist

Position Summary:  Responsible for supporting end-user technology for fast-paced professional environment.  Responsible for the setup, management, and maintenance of approved equipment, peripherals and software applications to support end user environment.  Responsible to maintain asset life-cycle management through accurate, complete and up-to-date inventory records detailing all technology equipment owned by the firm.  Responsible for managing, maintaining, documenting and implementing assigned software applications.   Responsible for issue resolution, trend identification, customer and departmental technology advocacy, and  maintenance of firm assets.

Essential Duties and Responsibilities:  Specific duties of this position include, but are not limited to:
  • Providing world class customer focused technology support
  • Fact-finding and information gathering
  • Troubleshooting and problem solving
  • Testing, learning, and deploying new and upgraded software packages
  • Monitoring and troubleshooting problems associated with desktop changes and software applications
  • Determining customer desktop software needs
  • Assisting in the development of project plans and implementations
  • Providing technical coaching and mentoring to Service Desk, and assist colleagues in the resolution of support issues
  • Leading or participating in special projects and serving on manager appointed task force teams
  • Contributing articles to the departmental Knowledge Base and other user education publications (e.g., FAQ Bulletins, Bulletin Board Tips, instruction sheets, etc.)
  • Attending training sessions
  • Leading or assisting in training workshops for end users or Service Desk colleagues
  • Acquiring and maintaining competent knowledge of  supported applications, relevant products, current support policies, and methods of support delivery
  • Creating clear and concise technical documentation
  • Maintaining inventory control of critical operating supplies,  and initiating equipment maintenance and calibration internally or through approved vendors. 
  • Providing high quality of ticketing to ensure all logs and tracking tools are used properly at all times.
  • Conducting or assisting in the investigation of end user issues/complaints and assists with the delivery of an appropriate remedy and response.
  • Assisting with caller inquiries regarding desktop applications, configurations and how-to questions, dispatching tickets accordingly.
  • Maintaining standards of performance, implementing and gaining compliance with operating policies, procedures, and best practices, and ensuring the Customer’ s expectations for quality, service and timeliness are met or exceeded.
  • Providing technical or procedural guidance to team members.
  • Conducting skills assessments, recommending skills development programs, implementing individual training and cross training for end user and IT colleagues.
  • Monitoring support activities for customer base and informing all appropriate parties of any perceived trends, positive or negative, in calls being received and/or solutions being employed or desired by the end user community.
  • Inviting customer feedback regarding IT performance from the user community
  • Effectively communicating to keep management informed by submitting reports alerting management about special or urgent projects, sensitive issues or changes, and by recommending specific action plans to address, correct or improve operating conditions.
  • Developing or participating in team or departmental projects or programs that enhance the quality of services provided by the Service Desk.
  • Assisting in the development of application-related project plans and implementations
  • Consistently modeling the highest levels of Customer service, advocacy, and professionalism
  • Researching and providing concise, accurate technical solutions to end users on a timely basis
  • Participating in the after-hours support program
  • Installing, supporting and troubleshooting assistance to all Firm personnel regarding hardware, software, print, or approved mobile devices
  • Coordinating shipping and receipt of hardware for outside maintenance.
  • Maintaining detailed documentation and coordinate the shipping and receiving of computer hardware.
  • Maintaining accurate, complete and up-to-date inventory records detailing all firm Computers and computer related hardware.
  • Providing presentation support on / offsite
  • All other duties as assigned


Knowledge, skills and abilities required:
  • Experience in Desktop Support in corporate environment
  • Technical certifications preferred.
  • A+
  • MOS
  • MCP
  • Exceptional interpersonal skills.
  • Ability to make quick and clear decisions
  • Ability to meet deadlines while paying attention to details
  • Strong technical written and verbal communication skills
  • Team spirited attitude
  • Strong customer service skills
  • Project Management experience
  • Bachelor’ s degree preferred
  • Must carry a Firm provided mobile communications device.
  • Participate in an on-call rotation and be available 24X7 during designated rotation
  • Will occasionally be required to work more than 37.5 hours a week
  • Some travel to other Firm locations and/or remote training facilities will be necessary
  • Interpersonal skills necessary to communicate and follow instructions effectively from a diverse group of Customers, attorneys and staff to provide information with courtesy and tact
  • Interpersonal skills necessary to communicate in person, by email and telephone to provide information with courtesy and tact
  • Other duties assigned by the employer
  • Physical requirements are:
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