IT Support Specialist
Unclassified - Miami Beach, FL
posted 3 months ago
About the position
The IT Support Specialist at GF Immigration Law - Abogada Julia (GFI) plays a crucial role in providing technical assistance and support to end-users within the organization. This position is essential for ensuring the smooth operation of IT systems and infrastructure, which is vital for a law firm that focuses on humanitarian immigration issues. The specialist will be responsible for diagnosing hardware and software issues, resolving technical problems, and collaborating with various departments to address IT-related challenges. The role requires a strong customer-oriented approach, effective communication skills, and the ability to work in a fast-paced environment. In this position, the IT Support Specialist will provide technical support and help desk assistance to end-users via phone, email, and in person. They will utilize ticketing systems to document, track, and manage support requests, ensuring timely resolutions. The specialist will also perform system updates, adhere to IT security protocols, and maintain proper data backup procedures. Additionally, they will manage a database of computer hardware and software assets, troubleshoot and resolve hardware and software issues, and assist with software installation and configuration across various operating systems. The role also involves supporting multiple offices and users, managing user account requests, and performing password resets through Active Directory. The IT Support Specialist will be responsible for configuring equipment and diagnosing issues with printers and other peripherals. Effective communication with clients and team members is essential to ensure high-quality customer service and support.
Responsibilities
- Provide technical support and help desk assistance to end-users via phone, email, and in person.
- Provide remote assistance and use ticketing systems to document, track, and manage support requests to ensure a timely resolution.
- Perform system updates and ensure IT security basics are adhered to and ensure proper data backup procedures are followed.
- Maintain a database of computer hardware and software assets.
- Troubleshoot and resolve hardware and software issues and assist with software installation and configuration on various operating systems.
- Support multiple offices, users, and events.
- Manage and review user account requests, and perform password resets through Active Directory.
- Configure equipment, and diagnose and resolve issues with printers and other peripherals.
- Communicate effectively with clients and other team members to ensure high-quality customer service.
Requirements
- A minimum of 2 years of Technical Support or Help Desk experience.
- Basic understanding of Network Protocols (TCP/IP, DNS, DHCP, etc.), network connectivity and networking concepts.
- Bilingual in English and Spanish.
- Basic understanding of operating systems (Windows, Mac, Linux).
- Experience with Google Workspace Administration.
- Working knowledge of hardware and software troubleshooting and installation.
- Strong Customer Service mentality and strong multitasking ability.
- Experienced with ticketing systems and technical documentation.
- Strong customer service skills with experience providing support over the phone using remote support tools and in person.
- Must be able to perform in a fast-paced, high-volume environment while possessing superior team skills.
- Must be customer-centric and be able to communicate with both technical and non-technical customers.
Benefits
- 401(k) matching
- Dental insurance
- Disability insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
