The primary role of the IT Customer Computing Support Specialist is ensuring the highest level of service is provided to all our customer constituencies by providing appropriate support, education and administration of all SmithAmundsen customer computing and conference / collaboration technologies and functioning as a level II / III level resource for all internal customers as well as external clients as appropriate.
An aptitude for working with a variety of applications, systems and hardware, to perform appropriate level support and troubleshooting, diagnosis and resolution of level II / III escalated incidents and manage the incident lifecycle of escalations to other specialty areas or service partners is required for this role, as is the ability to present information to groups, be it an educational setting, or informative.
The following are the key responsibilities of the Customer Computing Support Specialist:
Deskside Support and/or Education for all customer computing technology
Function as an extension of the Support Desk, providing backup and 2nd and 3rd Level Support
Timely Setup of conference room technology for scheduled meetings, include audio, web based and video conferences
Perform Moves / Adds / Changes, to include new personnel setups across all systems within the SmithAmundsenIT responsibility (AD, email, Interaction, etc)
Maintain accurate asset inventory of all equipment under the responsibility of SmithAmundsenIT, including the processing and imaging of new and returned computers
Identify, review emerging trends and act upon or report solutions or alternatives
Receive, identify and log all level II / III Incidents according to established guidelines
Incident and Problem Management responsibilities, including the effective root cause troubleshooting and identification of any incidents or problems assigned
Ensure the operational availability of all customer computing technology, to include computers, mobile devices, printers, Desktop Phones, A/V and Telecommunication Devices
Promote the effective and efficient use of firm provided technology services through all customer interactions
Working cross functionally to maintain an accurate, up-to-date IT Knowledge base
Perform as backup to Support Desk as required
Bachelor’s degree or equivalent course or work experience
Legal or Professional Services Experience strongly preferred
ITIL Certification preferred but not required
A minimum of 5 years within a customer service role, preferably IT Service
Intermediate to advanced knowledge of the following technologies:
Windows 7 / 10
About SmithAmundsen LLC
SmithAmundsen is a 170 lawyer firm headquartered in Chicago. Legal matters are business problems to be solved and we have developed a comprehensive understanding of the enterprises our clients operate. We pride ourselves on using this knowledge to resolve matters creatively, expediently, and pragmatically.
SmithAmundsen is an Equal Opportunity Employer. We support and encourage workforce diversity. We do not discriminate on the basis of race, color, gender, religion, age, national origin, sexual orientation, or disability in any of our recruitment, hiring, or placement processes.