Litigation Support

User Support (Litigation Support) Specialist-L.A.
The User Support Specialist is responsible for assuring that the firms collaborative, communication and user-facing technologies are highly supported, maintained and in line with todays technological landscape. This person will focus on optimizing IT performance, availability and reliability, by providing technology support through user interactions. The User Support Specialist assists with the implementation of new technologies to improve end-user experience, both locally and remotely.

Duties and Responsibilities:
Install, update and replace workstation/laptop hardware and software as directed by the Office Technology Manager.
Provide Level 2 support to the user community for workstation/laptop/mobile device related problems by:
Responding to incident tickets escalated by the Service Desk.
Properly diagnosing and troubleshooting hardware/software problems on firm-managed workstations, laptops, mobile devices and remote work platforms as appropriate.
Utilizing suitable diagnostic and maintenance software tools as deemed necessary to serve as a corrective measure.
Replacing defective/damaged hardware components, including coordinating with Lenovo Enterprise Support for the timely order of replacement parts.
Correcting erroneous software settings so they are in line with firmwide standards.
Updating and closing incident tickets in accordance with current IT policies.
Set up, maintain and troubleshoot mobile devices (both firm-provided and personal), including supporting mobile device connectivity through the firms current Mobile Device Management (MDM) platform.
Ensure that all firm collaboration systems, including Cisco Unified Communications (Call Manager and Unity Connection), Akkadian Labs and WebEx are supported, operational and managed in accordance with the needs of the firm.
Diagnose and assist with issues relating to the firms VPN laptop fleet, including troubleshooting Internet/network connectivity as needed for the firms mobile VPN client.
Support issues with the firms iManage Document Management System (DMS), including document check-out/check-in issues, document edits, workspace/folder permissions and document recovery.
Assist with troubleshooting escalations relating to the firms VoIP system, including in-office Cisco IP Phones and Mobile and Remote Access (MRA) devices.
Build, configure and prepare PC desktops/laptops using system-build technology like Microsoft SCCM.
Set up and manage Duo two-factor authentication (2FA) on mobile devices, including firm VPN laptops.
Administer, maintain and troubleshoot L.A. office printer and multi-function devices.
Assist with the setup of conference rooms for scheduled in-house/virtual meetings and presentations, including connecting web conferencing platforms like Webex.
Create and maintain documentation as it relates to system configuration, operational processes, troubleshooting steps and when necessary, make suggestions for improving inefficiencies.
Accurately maintain all L.A. office hardware and software inventory database(s).
Regular participation in Information Technology staff meetings. Work closely with other members of the Office Technology Team to assist where needed, including Service Desk escalations.
Assist in other IT functions, tasks and projects as needed.

Skill and Work Experience Required:
This position requires prior Desktop/User Support experience or two years of related work experience. The User Support Specialist must be able to handle Level 1 and Level 2 user support functions/duties and must possess a strong knowledge of PC workstation/laptop architecture, component installation and replacement procedures. Microsoft Windows 10 installation, best practice configuration and use of diagnostic tools and application software installation procedures on a Windows platform are also required.
A knowledge of networking protocols, including TCP/IP and related technologies as well as a working knowledge of PC build/imaging procedures is expected. The User Support Specialist is also responsible for adhering to the administrative procedures specified by the Office Technology Manager and is expected to keep abreast of new developments in the Information Technology landscape. The responsibilities of this position require a strong team player with a positive attitude and helpful, supportive manner, who can juggle several tasks simultaneously and work effectively under pressure. The User Support Specialist must be organized, detail-oriented and demonstrate good judgment in responding to people and differing situations. The position also requires dedication, commitment and the flexibility to work extra hours as needed. Ability to work independently with minimal supervision.
2 + years experience