IT Support Specialist

Akin Gump Strauss Hauer & Feld LLP is a leading international law firm with more than 900 lawyers in offices throughout the United States, Europe, Asia and the Middle East. We are currently seeking an IT Support Specialist in the Information Technology department, reporting to the Regional IT Support Manager.

The role will reside in the Dallas office and will be responsible for the day-to-day support of computer operations of the office. The IT Support Specialist is expected to perform all responsibilities with a commitment to providing superior service to the firm’s attorneys, advisors and staff, and maintaining an atmosphere of teamwork and continuous improvement.

Key responsibilities of this position include:Provide direct technical support (Level 1 and Level 2) for computer system users in the office. Support and troubleshoot both computer and telecommunications-related issues: software, hardware, network devices, printers, and smartphones. Handle tickets escalated from the Help Desk in a timely manner. Provide follow-up to users after initial visit. Retain ownership of own assigned tickets and update ticket logs daily.Lead projects as assigned by the Houston IT Support Manager. IT projects include but are not limited to software upgrades, computer set-ups, phone upgrades and end-of-lease equipment returns.Set-up audio/visual and other presentation needs in conference rooms. Assist with training system users as required on all aspects of computer Technology.Participate in application testing, and systems documentation.Participate in the weekly rotation of the after-hours department cell phone and provide after-hours support. Maintain accurate equipment inventory by following policies and with direction from the Houston IT Support Manager.Maintain and improve technical skills and abilities through continuing professional education and certifications.Light travel may be involved to other firm’s locations.

Core Applications and Hardware:Microsoft 365 Desktop and Laptop computersMS Outlook Smartphone devices (Apple, Android)Litera ChangePro Printers – Xerox, Hewlett Packard Document Management System

Qualifications (Experience, Knowledge, Skills & Abilities): High School Diploma or equivalentAt least a two-year college degree or technical school diploma is preferred; however substantial experience can substitute for educationA minimum of two years’ experience in IT operations, preferably in a law firm environment Strong technical knowledge in relevant areas (M365, laptop computers, Outlook, smartphone devices (Apple, Android), Litera Change-Pro, printers – Xerox, Hewlett Packard, Document Management SystemDemonstrated ability to train computer system users in one-on-one settingsWillingness and ability to assume new tasks and responsibilitiesStrong service orientation, and an ability to establish and maintain effective working relationships with users, peers, office and firm management, and outside business partnersExcellent oral and written communication skillsAbility to read, comprehend and follow instructionsAbility to communicate with attorneys and staff in an effective, non-technical mannerStrong technical knowledge in relevant areasDemonstrated ability to train computer system users in one-on-one settings Ability to manage multiple priorities and adjust to changing priorities in a professional mannerWillingness and ability to assume new tasks and responsibilitiesProven ability to maintain and update technical knowledge and skillsStrong service orientation, and an ability to establish and maintain effective working relationships with users, peers, office and firm management, and outside business partnersAbility to work well under pressure, facilitate solutions, and meet deadlines and milestones for projects assignedCommitment to professional growth and development