Technical Support Specialist presso Gravis Law, PLLC

Description

The Technical Support Analyst at Gravis Law is responsible for supporting internal employees with their technical needs. A successful candidate can patiently explain technical material to less technically proficient users and takes ownership of the end-user experience, acting as an advocate for the users they support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer and respond to calls, chats, and email messages of users needing technical support through our Tech Help line, recording all requests for service in our automated tracking system.
• Diagnose and resolve technical issues on a wide variety of computer hardware, software, tablets and mobile devices.
• Provide instruction on the use of technology, primarily to Gravis Law employees, but also to external users of our technology resources.
• Create accounts for incoming staff in a variety of systems and assist with the onboarding of both local and remote staff.
• Responsible for managing inventory and device assignments, both locally and nationally.
• Participate in our replacement program for computer equipment, including installing new computers, resolving installation issues, and documenting instructions.
• Arrange service with software or hardware vendors to repair or replace defective products.
• Collaborates with in-house developers to explain errors and/or recommend modifications in tools.
• Develop documentation including tip sheets, standard operating procedures, and knowledge base articles.
• Performs all other duties as assigned.

Zoho Ticketing & Support:

• Monitor and respond to incoming tickets in Zoho Desk (or similar system).
• Triage, categorize, and resolve Tier 1 and Tier 2 issues (password resets, access requests, SaaS issues, printer/network problems, etc.).
• Escalate higher-complexity issues (bugs, outages, integrations) to the Technology Operations Manager or engineering team as needed.
• Document ticket resolutions and contribute to an internal knowledge base to reduce future support load.
• Track and follow up on open tickets to ensure timely resolution within SLAs.

Requirements

MINIMUM REQUIREMENTS*:

• High school diploma, GED or equivalent education required.
• Help Desk and troubleshooting experience, ideally on internally facing service desk.
• Excellent customer service orientation and experience.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to patiently explain technical material to less technically proficient users.
• Knowledge of Microsoft Windows, Office, and SharePoint products.

*Any equivalent combination of experience and training which provides the required knowledge, skills and abilities may be substituted.

DESIRED QUALIFICATIONS:

• Proficient with an array of technologies including relationships between hardware, software, and operating system components.
• Related certifications (A+, HDI Support Center Analyst Certification, etc.) desirable.
• Experience with remote support tools.
• Exceptional work experience with law firms strongly preferred.
• Demonstrated organizational and prioritization skills and an ability to successfully juggle multiple mandates at the same time.

 FULL TIME EMPLOYEE BENEFITS AT GRAVIS LAW:

Gravis Law offers a professional work environment, a competitive salary including bonuses, along with generous benefits which generally include:

Wage: $28.00 - $35.00 per hour

Benefits:

• Insurance: Medical, dental, vision and life insurance
• Retirement: 401(k) plan with company matching
• Paid flexible time off: 80 hours annually for Vacation/Sick days
• Paid Federal Holidays
• Paid Volunteer Time Off: Up to 16 hours annually

Other Compensation: Opportunity to cross train and grow within the organization

Equal Pay.

WORK ENVIRONMENT/CONDITIONS/PHYSICAL DEMANDS:

Duties will be performed in a standard office environment. Employees must have the ability to maintain regular, punctual attendance consistent with Gravis policy. While performing the duties of this job, the employee will occasionally be required to work weekends, holidays, be on call, and some employees could be required to travel overnight on occasion.

PM21