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Information Technology Specialist

Information Technology Specialist

The Phoenix GroupHouston, TX, United States
10 days ago
Job type
  • Full-time
Job description

Responsibilities :

  • Provide first-line technical support firm-wide via phone, email, and in-person at the Boston office for all hardware, software, application, and network issues.
  • Troubleshoot and resolve complex IT issues, including computers, peripherals, and audio / visual equipment.
  • Communicate technical issues clearly to both technical and non-technical audiences.
  • Maintain inventory of Boston-based equipment, spare devices, and items requiring repair.
  • Support and troubleshoot audio / video conferences with internal and external participants, resolving connectivity and quality issues.
  • Quickly learn new systems, upgrades, and firm-specific applications; assist in documenting and resolving user issues.
  • Handle all support calls through the Unified Call Center, track requests in the call system, and provide regular updates to users.
  • Conduct root cause analysis for recurring issues and document solutions for future reference.
  • Gather technical details before escalating issues to higher-level support teams.
  • Take on additional responsibilities as needed to meet departmental or organizational needs.

Qualifications :

  • Bachelor’s degree or equivalent IT experience (2–4 years); legal or law firm experience preferred.
  • Exceptional customer service skills, with a focus on supporting legal professionals and staff.
  • Strong communication and interpersonal abilities, both written and verbal, with a professional phone presence.
  • Highly organized with the ability to multitask effectively.
  • Expertise in Microsoft 365 (Word, Excel, PowerPoint, Access, Outlook), Windows 10, Citrix, VPN, and iManage / NetDocuments.
  • Experience with video conferencing and collaboration tools like Webex, Microsoft Teams, and Zoom.
  • Solid understanding of PC hardware, printers, and Windows 10 diagnostic tools.
  • Flexible to work overtime, participate in on-call rotations, and contribute to IT projects.
  • Microsoft certifications are a plus.
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