IT Support Specialist

Witherite Law Group (WLG) is a personal injury law firm specializing in motor vehicle accidents. Our vision is to improve the life of each person we serve. Whether it is for our employees, our clients, or our community, WLG puts people first, provides unmatched expertise, and displays integrity in every situation.

Our attorneys and staff are committed to helping injured clients get the care and service they deserve. We take care of the complex legal work so that our clients can focus on recovery and getting their lives back. We are determined to help our clients get the settlement they deserve, and we will be by our client's side every step of the way.

This firm is a Top 100 Places to Work recipient and a National Top Workplace honoree. We are proud of these achievements and honored to be among this prestigious list of companies. Our culture is special. But you can't just take our word for it...apply today and join the WLG family.

Position Summary : The IT Support Specialist (L2) is responsible for providing second-level technical support to end-users, resolving more complex issues that are escalated from the first level of support. This role involves handling advanced troubleshooting, performing system diagnostics, and collaborating with higher-level support teams to ensure timely issue resolution. The IT Support Specialist (L2) also plays a critical role in maintaining the performance and functionality of IT services and infrastructure while enhancing the overall user experience.

Key Responsibilities :

• Provide second-level support for escalated hardware, software, and network issues.
• Perform in-depth troubleshooting and diagnostics to resolve complex technical issues.
• Work closely with L1 support teams to ensure smooth escalation of unresolved issues.
• Assist with the configuration, maintenance, and optimization of IT systems and infrastructure.
• Collaborate with the IT Support Analyst (L3) and other technical teams to escalate critical issues and develop long-term solutions.
• Monitor system performance, identifying recurring issues, and recommending improvements or updates.
• Assist with patch management, system updates, and routine maintenance activities.
• Provide user support for advanced software applications, networking configurations, and system integrations.
• Document troubleshooting processes and resolutions to build the knowledge base for L1 support and future reference.
• Train and mentor L1 support staff to improve their technical skills and problem-solving abilities.

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Please note that this job description is intended to outline the primary duties of the role and is not intended to be an exhaustive list. The job description is subject to change with or without prior notice, and that a reasonable accommodation may be requested to perform the essential functions of the job.

WLG and its affiliated companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

WLG and its affiliated companies participate in E-Verify. For additional information please review the E-Verify Participation Poster and Right to Work Poster from the Department of Homeland Security.