IT Support Specialist

Mitchell, Williams, Selig, Gates & Woodyard, P.L.L.C. - Little Rock, AR

Full-time - Entry Level

Little Rock, AR

Professional, Scientific, and Technical Services

About the position

The IT Support Specialist at Mitchell Williams Selig Gates & Woodyard is responsible for providing exceptional service and support to end-users. This role requires the ability to identify, triage, resolve, and escalate incidents and requests to other members of the IT department. The specialist will primarily focus on diagnosing and resolving Tier 1 technical issues related to Windows operating systems, applications, networks, servers, and peripherals. Acting as the primary liaison between IT and end-users, the specialist will handle Help Desk requests and ensure that users receive timely assistance. In addition to direct support, the IT Support Specialist will develop and maintain IT documentation, which is crucial for ensuring that processes are well-documented and accessible. The role may also involve assisting in various IT projects, contributing to the overall efficiency and effectiveness of the IT department. The specialist will be expected to provide first-line support to end-users for hardware and software issues through various channels, including Help Desk, phone, remote access, or in-person interactions. The position also entails performing system access maintenance, which includes setting up user accounts, managing permissions, and conducting password resets. The specialist will set up web conferencing and videoconferencing meetings using applications such as Cisco WebEx and provide support for LAN/WAN/VOIP systems. Additionally, the role involves maintaining and creating reports of hardware and software inventories using IT management systems like SpiceWorks or Microsoft System Center Configuration Manager. Collaboration with IT team members is essential to optimize firm information systems, and the specialist will be responsible for designing and executing independent projects as assigned. Participation in the IT Help Desk on-call rotation is required, which may involve working outside of normal hours, including nights and weekends. Maintaining a professional appearance and image while conducting business with members and vendors is also a key aspect of this role.

Responsibilities

• Provides first line of support to end-users for hardware/software issues via Help Desk, phone, remote access or in person to resolve issues
• Performs system access maintenance including setting up user accounts, permissions, and password resets
• Sets up web conferencing and videoconferencing meetings using applications such as Cisco WebEx
• Provides support for LAN/WAN/VOIP systems
• Maintains and creates reports of hardware and software inventories using IT management systems such as SpiceWorks or Microsoft System Center Configuration Manager
• Collaborates with IT Team members to optimize firm information systems
• Designs and carries out independent projects as assigned
• Participates in IT Help Desk on-call rotation, including working outside of normal working hours to support department needs, on nights and weekends
• Maintains a professional appearance and image while conducting business with members and vendors
• Performs other functions and duties as assigned

Requirements

• High school graduate or general education degree (GED)
• One year IT Support experience in service or helpdesk related position
• Excellent Customer Service skills
• Proven organizational skills and project management success managing multiple projects at a time
• Must be a highly motivated self-starter with strong communication skills and extensive troubleshooting experience
• Ability to prioritize and multi-task while maintaining a high level of energy and customer service attitude

Nice-to-haves

• Associate, bachelors, or working towards one in a technical or business concentration preferred