Holland & Knight LLP

IT Service Desk Senior Support Specialist (Hybrid)

Holland & Knight LLP

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Job Level

Senior

Tech Stack

AndroidCyber Security

About the role

  • We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success.\n
  • This position is based in the Firm's global operations center in Tampa, FL.\n
  • The IT Service Desk Senior Support Specialist will provide courteous, professional customer service and technical assistance and assist the user community and other IT personnel to troubleshoot, maintain, and resolve computer hardware and software issues.\n
  • This role requires participation in an on-call weekend team and working hours from 12:00 – 9:00 pm EST, Monday - Friday.\n
  • Perform all User Changes functions on a daily basis, including onboarding/offboarding and Active Directory account management.\n
  • Process requests for remote and mailbox access by following defined firm protocols, which include securing and appropriately documenting approvals for access.\n
  • Provide telephone and email support for all corporate users of computer software, hardware, peripherals and networks.\n
  • Provide guidance to IT Service Desk Support Specialists who need assistance with troubleshooting of incidents.\n
  • Grant access, change, and reset passwords.\n
  • Learn all internal business applications and provide general PC/network support (tier I & tier II support) and general application support to a distributed user base.\n
  • Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.\n
  • Identify, troubleshoot, resolve, and escalate issues related to computer hardware, software, and related equipment installation and configuration.\n
  • Log all calls and activities accurately in a ticket tracking system.\n
  • Update and/or establish appropriate documentation for all work functions and responsibilities.\n
  • Handle special projects and additional duties as assigned.\n
  • Writes and/or contributes to KB articles.\n
  • Must attend HDI or related training within 1 year (Desktop Advanced Support Technician or A+ Certification).\n
  • Special projects and additional duties as assigned.

Requirements

  • 4+ years’ experience performing tier I & tier II help desk support working as part of a corporate help desk/IT team\n
  • Basic Technical Certification (A+, networking, MCP, etc.)\n
  • Strong customer service, can-do attitude, with good follow-through skills\n
  • Excellent written and verbal communication skills\n
  • Possess proven analytical and problem solving skills\n
  • Work well with others in a team environment requiring minimal supervision\n
  • Ability to successfully manage multiple priorities\n
  • Keen interest and ability to learn new software and hardware\n
  • Knowledge of mobile devices, including iPhone and Android devices\n
  • Advanced knowledge of desktop computer hardware and software, including Microsoft Office; experience with a variety of platforms and systems including, Microsoft Windows and Apple (MAC)\n
  • Knowledge of mobile devices, including iPhone and Android devices