Application Support Specialist

Please note that Jackson Walker is not currently accepting search firm submissions in connection with this opening.

Application Support Specialist

FLSA Status : Non-Exempt

Department : IT

Reports To : Manager of End User Experience

Jackson Walker, the largest law firm in Texas, has an exciting full-time employment opportunity for an Application Support Specialist in our Dallas office. The Application Support Specialist serves as the first point of contact for customer technology requests via telephone or email; responds to customer requests and solves technology issues, while taking detailed notes in our incident management system of steps for resolution; and manages the flow of other requests.

ESSENTIAL DUTIES & RESPONSIBILITIES :

Specific duties of this position include, but are not limited to :

• Provide 1st and 2nd level support for firm-approved applications and technology equipment.
• Deliver high-level customer service in a fast-paced environment with the ability to stay positive under pressure.
• Produce documented details of all service calls in the ticketing system.
• Participate in and understand the life cycle of application deployments, including application installation, testing, deployment, support, and upgrades.
• Maintain an in-depth understanding of the needs and issues of customers, departments, and practice groups.
• Maintain an in-depth knowledge of assigned application sets, focusing on those assigned to become the Subject Matter Expert (SME) for both the end user and from the troubleshooting side.
• Create and maintain Knowledge Base articles for end user support issues.
• Monitor support issues related to the assigned applications.
• On assigned SME applications, participate with the project team on upgrades and keeping communications open so that the TRC, the IT Department, and user community are informed.
• Troubleshoot application problems, acting as liaison between the customer and the application owner, and at times with the vendor that may be engaged to resolve issues.
• Other duties as assigned by the employer.

QUALIFICATIONS :

Education :

Years of Experience :

Working Conditions :

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.

If you require a reasonable accommodation to complete the application or interview process, please contact us at BusinessProfessionalRecruiting@jw.com