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Career

IT Support Specialist

5/11/21

IT Support Specialist

 

FMG is a national specialty litigation firm with twenty offices in ten states and we are currently seeking an IT Support Specialist for our San Francisco, San Rafael and Roseville locations. The IT Support Specialist provides ad-hoc and planned training and support to end users across our national Firm. The primary focus is on the end user and ensuring that their needs are met so they can effectively use technology to perform their jobs. This position requires excellent customer service skills, communication skills, problem solving skills, training skills, and an expert level mastery of Microsoft Office. The IT Support Specialist works closely with other IT Team members in one or more offices, Subject Matter Experts (SME’s) across functional roles, the Firm’s Training Coordinator, the HR Department and the Administrative Managers. This role may at times be called on to present training to leadership or large audiences virtually or in person.

 

Essential Job Functions

  • Support for all end user technical and applications software problem resolution
  • Provide iManage support, training and identify opportunities to better utilize the software, provide back end support and eliminate reliance on outside consultants
  • Monitor ticketing system to ensure resolution of all incidents and/or appropriate escalation to firm technology resources in a timely manner
  • Interact with the IT team, HR and Administrative management- leverages relationships for excellent outcomes and end user support initiatives
  • Communicates effectively with attorneys, staff, clients and vendors
  • Provide support & training for VOIP & Softphones, Unified Collaboration Systems, and video conferencing system
  • Azure Active Directory, Office 365 Administration including Teams and Exchange Online
  • Support deployment of new technologies, identification of technical needs, and effectively communicating those needs to the managing partners of the firm
  • Accurate documentation of IT service requests to ensure ticket response and resolution as well IT Processes and Policies
  • Ensure support for National Specialty Litigation firm on both East and West Coast
  • Maintain positive vendor relationship management when necessary and escalate issues to IT Manager as needed
  • Facilitate the setup and relocation of offices under tight timelines (technologies include desktop and user setup, printing, application support and many others)
  • Additional duties as assigned

 

Education, Experience and Skills:

  • High School Diploma required. Bachelors’ Degree preferred (IT or IS)
  • Three to five years’ experience as an IT support specialist in a professional services environment
  • iManage Training Certification Strongly Preferred, advanced level knowledge of iManage is highly desirable
  • Expert level Microsoft Office Suite, specifically Excel, Word & Outlook. OneDrive, Teams & SharePoint are a requirement for this role
  • Experience in training and development highly desired
  • Law Firm experience a plus, working knowledge of the legal process preferred
  • Demonstrates a high level of patience, able to meet users where they are and teach them how to self-serve to reduce their reliance on IT support going forward
  • Self-motivated with the ability to work under little or no direction once basic job competencies are mastered
  • Flexibility to work outside of business hours and overtime as required
  • Must be able to bend, stoop, crawl, and lift up to 40lbs. 

 

Travel

  • This position will require travel to each assigned support location. This position could see travel up to 40% of the time. Must be able to provide own reliable transportation. Business mileage costs will be reimbursed at the IRS rates. 

 

The Firm values hardworking, collaborative and self-starting individuals. We offer the following in exchange for your hard work and dedication:

  • Competitive compensation
  • Comprehensive benefits package, including medical, dental, and vision
  • HSA and FSA for employees and dependents
  • 401K Safe Harbor plan and an employer profit sharing program
  • Company provided life insurance and long-term disability coverage
  • Year-end bonuses and referral fee incentives
  • Generous PTO policy
  • Regular, firmwide socials and events
  • Positive firm culture
  • Work-life balance
  • Employee Assistance Program

 

Freeman Mathis & Gary, LLP (FMG) is committed to providing equal employment opportunity to all applicants and employees by maintaining a workplace free of discrimination on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or other protected group status as provided by law. FMG complies with all applicable federal, state, and local laws.

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