Frost Brown Todd

Technical Support Specialist

Frost Brown Todd

full-time

Posted on:

Location Type: Office

Location: Lexington • Kentucky • United States

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About the role

  • Work closely with members of the Applications and Support teams to effectively resolve technical issues.
  • Provide second-tier help desk support via phone, desk side and remote assistance.
  • Set up hardware, printers, telephones and peripherals to ensure seamless operation.
  • Track the distribution of laptops, printers, and mobile devices from the firm's loaner pools, following proper procedures to protect the firm's investment in these assets.
  • Assist with daily audio-visual setups and the checkout of laptops and other equipment as requested.
  • Provide expert telephone support to internal clients, troubleshooting a variety of software, hardware and network issues until resolution or escalation.
  • Log internal client calls, maintain records and capture final solutions in the firm's online ticketing system.
  • Route calls to the appropriate group for resolution in accordance with established escalation procedures and provide status updates to internal clients throughout the life of an incident.
  • Assist with familiarizing employees with the firm’s computer systems, software, and phone system.
  • Deliver high quality support in a timely manner to meet the needs of internal and external clients.

Requirements

  • Associate degree or equivalent from two-year college or technical school, or equivalent combination of education and experience.
  • Minimum of two years of relevant technical and desktop support experience required.
  • Experience supporting technology in a law firm environment is preferred.
  • Candidate should have knowledge of Windows 10, Microsoft Office 365, and be familiar with or attend training on other required applications.
  • Ability to lift up to 50 pounds individually, and the ability to crawl under a desk in order to service computers.
  • Ability to work on call-support on a designated weekends throughout the year.
  • Must have high degree of professionalism when interacting with internal and external clients.
Benefits
  • health care coverage (medical, dental, and vision)
  • life insurance
  • short- and long-term disability
  • paid parental leave
  • employee wellbeing and EAP programs
  • paid time off
  • 401(k) retirement plan with employer matching and profit-sharing
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportdesktop supporttroubleshootinghardware setupsoftware supportnetwork issuesaudio-visual setupsticketing systemWindows 10Microsoft Office 365
Soft Skills
communicationprofessionalismproblem-solvingcustomer serviceteam collaborationtime managementattention to detailadaptabilityinterpersonal skillsconflict resolution
Certifications
Associate degreetechnical school certification