IT Support Specialist - Fort Lauderdale, FL

Baker Donelson Bearman Caldwell And Berkowitz - Fort Lauderdale, FL

Full-time

Fort Lauderdale, FL

Professional, Scientific, and Technical Services

About the position

Baker, Donelson, Bearman, Caldwell & Berkowitz, PC is seeking an IT Support Specialist to join its Fort Lauderdale, FL office. This position is crucial for providing tier 2 and tier 3 support to ensure that all computing resources are utilized efficiently and effectively. The ideal candidate will be customer-service oriented, proactive in anticipating and resolving issues, and capable of maximizing the use of technology within the firm. The IT Support Specialist will be responsible for troubleshooting and resolving issues related to applications and hardware, providing desk-side training, and supporting meetings and video conferences. This role requires a strong sense of urgency and the ability to communicate effectively with users and management regarding the status of issues and resolutions. In addition to providing support locally, the IT Support Specialist will also be expected to assist with support for the Orlando, FL office as needed. The position involves documenting, tracking, and monitoring all issues to ensure timely resolutions, as well as proactively engaging with users to provide assistance during outages or other critical situations. The candidate will act as a Subject Matter Expert (SME) on specific software applications and will participate in the pilot of application updates. This role is essential for maintaining the operational efficiency of the firm’s IT resources and ensuring that all staff members have the support they need to perform their duties effectively.

Responsibilities

• Act as second level support.
• Provide support for all applications and hardware.
• Troubleshoot, analyze, research, and resolve issues for users locally and firm-wide.
• Provide 'just in time' desk-side training to attorneys and staff.
• Actively participate in and assist in the pilot of any application updates.
• Provide support for meetings and video conferences.
• Recognize sense of urgency and respond appropriately.
• Communicate and provide appropriate progress and status as necessary to user and management.
• Document, track, and monitor all issues to ensure a timely resolution.
• Proactively tour all floors to be visible to users and assist during outage situations.
• Provide onsite support for the Orlando, FL office as needed.
• Act as a Subject Matter Expert (SME) on one or more software applications.
• Other responsibilities as required.

Requirements

• Minimum of two years of user support or related experience, preferably in a law firm.
• Experience supporting Microsoft Office, Windows, and other legal-specific core applications.
• Excellent verbal communication and interpersonal skills to interact professionally with clients, lawyers, and staff.
• Strong analytical and problem-solving skills.
• Technical certifications such as A+ and MCP are a plus.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work both in a team-based environment and independently.
• Ability to provide exceptional customer service at all times.
• Flexibility to work extended hours.
• Ability to lift PC equipment and desktop printers if necessary.

Nice-to-haves

• Experience with NetDocuments or similar Document Management System.
• Familiarity with DocsCorp Suite - compareDocs, pdfDocs, cleanDocs.
• Knowledge of Litera Innova, SharePoint, BigHand, Intapp Time, iTimekeep, or similar applications.
• Experience with LexisNexis InterAction and Adobe Acrobat 11 or DC.
• Proficiency with Microsoft Teams.