IT User Support Specialist

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The role of the IT User Support Specialist is to provide desk side support to the business. This involves taking ownership of incidents & requests that have been assigned or escalated to the desk side team. They are responsible for troubleshooting these through to resolution in a timely and consistent manner, meeting customer satisfaction and continuous service delivery demands, thus cultivating a first-class consistent experience for the business.

The IT User Support Specialist provides support primarily to the New York office, but may also be called upon to assist the user base of other offices in the region and across the U.S. when local offices may be closed or there are no onsite support personnel available. The bulk of support is provided remotely using remote desktop tools but there is often a requirement to also undertake desk visits.

The Information Technology Department is responsible for the implementation, provision, and support of all information and technology services within the firm. The IT Department is a business services function that supports and contributes to the objectives of the legal practice. Members of this department are expected to fit into the firm's culture and be committed to providing a high quality of service to our customers.

JOB DESCRIPTION

INCIDENT MANAGEMENT

• Use the incident management tool to record and accurately create and update all incidents/requests in line with defined quality requirements;
• Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution;
• Categorize and escalate incidents and service requests in line with the firm's incident management process;
• Set the user's expectations in relation to incident resolution or service request fulfillment. These should be in line with the agreed SLTs; and
• Provide timely and constructive feedback in de-escalations of incidents/requests that have been incorrectly assigned.

MAIN RESPONSIBILITIES

• Responsible for providing a highly mobile and high quality support service to the office by resolving incidents/requests in a timely fashion, remotely or in person;
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible;
• Install, configure, upgrade, and support hardware such as, but not limited to, laptops, desktop PCs, printers, telephones, and mobile devices;
• Install, upgrade, and troubleshoot all applications that fall under the HL application suite;
• Assist in testing new software & hardware, providing constructive feedback as required;
• Maintain accurate inventory levels and associated records;
• Follow appropriate processes and procedures in relation to assets' life-cycle;
• Perform desk or departmental moves at a time that doesn't impact the end user's ability to work;
• Provide support at events and meetings in line with the business requirements;
• Ensure that desktop security configurations and practices are implemented and maintained in line with the firm's policies and procedures;
• Assist in knowledge sharing by contributing towards the creation/amendment of support documentation into Knowledge Base;
• Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met;
• To constantly and pro-actively look for ways to improve the systems, service, processes, performance. and communication of the IT support services team;
• Assist the Training Department, or contracted third parties, with the delivery of scheduled training classes. Follow-up on training provided to new hires;
• Support scheduled maintenance windows and assist with system emergencies (i.e., power outages) that require system shutdown, rebooting, post maintenance testing, etc.;
• Assist clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices, etc.;
• Assist with the setup and support of audio and video conferences;
• Ensure end users are able to use remote access;
• Act as an ambassador for the IT Department in all customer interactions;
• All members of the firm are encouraged to participate in our Global Citizenship program; and
• Other duties as assigned;

QUALIFICATIONS

CUSTOMER SERVICE

• Confidently builds rapport and instills confidence with all stakeholders and customers.
• Understands who their customers are and can identify solutions that meet the requirements of the customer.

PROBLEM SOLVING

• Possesses strong trouble shooting skills.
• Takes a proactive approach to problem solving by identifying patterns and trends.
• Makes suggestions and recommendations to resolve issues and improve services.
• Can analyze service issues and understands independencies.
• Ensures full understanding of departmental processes and procedures taking steps to close gaps in knowledge.

COMMUNICATION

• Seeks and provides constructive feedback.
• Can communicate technical concepts confidently and accurately.

TEAM WORK

• Owns the delivery of tasks.
• Actively looks to encourage others to deliver to the best of their ability.
• Flexible in their approach to the work they undertake and happy to fulfill all tasks to achieve a successful outcome.
• Comfortable in providing instruction and guidance to individuals and other teams.

INTERPERSONAL & ORGANIZATIONAL SKILLS

• Builds relationships and establishes rapport with ease.
• Comfortable interacting with all levels.
• Thorough and methodical in their approach leaving no stone unturned.
• Sets appropriate and realistic deadlines and works hard to achieve them
• Makes sound and rational priority decisions concerning own workload.

EDUCATION, CERTIFICATIONS AND/OR EXPERIENCE

• Two (2)+ years' experience providing user support in a corporate environment preferred.
• College degree is preferred. Experience can be substituted for a degree.
• ITIL Foundation accreditation preferred.
• Strong knowledge of Microsoft Office 365 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices (Android, BlackBerry and iOS) preferred.
• Familiarity with Windows administration and networking desired.

PHYSICAL DEMANDS

• From time to time, this position may require moving computer equipment and printers around the office.
• Ability to lift up to 40 pounds.

HOURS

Core hours are Monday through Friday, within 10:00 a.m. to 6:00 p.m., with one hour for lunch. Must be flexible when support is needed during extended core hours. Position may require international or U.S.-based travel on occasion.

The annualized salary range for this position is $78,500 to $88,250 depending on the candidate's overall experience and other job-related factors permitted by law. Full time employees may be eligible for a discretionary bonus. In addition, full time employees as well as some part time employees, will be eligible for the firm's fringe benefits as they currently exists. Please find out more about our benefit programs here: https://www.hoganlovells.com/en/global-careers/careers-in-the-united-states/career-categories/professional-services/roles/benefits

This job description sets forth the authorities and responsibilities of this position and may be changed from time to time as shall be determined.

Hogan Lovells is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information or protected Veteran status.