Support Specialist id-23002
Foley Hoag, a highly regarded and dynamic international law firm, seeks a Support Specialist to provide on-site IT support to the attorneys and staff in the Boston office of the firm. The Support Specialist will demonstrate outstanding customer service mentality, be responsive and proactive in providing deskside support, advocate for user needs, and work collaboratively with the IT Department in the Boston office to resolve problems. The ideal candidate for this position will bring experience working autonomously in fast-paced environments, familiarity with networks, applications, hardware, and strong critical-thinking skills needed to identify issues quickly and escalate as necessary.
This role requires 100% on-site presence in our Boston office with the potential for hybrid work opportunities depending on the required business needs as determined by your supervisor. This position is overtime eligible and, occasionally, responsibilities may fall outside of traditional working hours.
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Responsibilities:
- Provision PCs through Intune
- Move PC equipment; swap internal components such as memory, hard drives, as needed
- Troubleshoot hardware/software issues and work with other IT teams to resolve problems
- Troubleshoot printing issues
- Troubleshoot local network issues ranging from bad network cable to workstation connectivity, network switch malfunctions, and server failures
- Support with asset management and inventory maintenance
- Move/maintain/lift server equipment out of/into racks for replacement and upgrades
- Liaison with users and the IT Operations group in the Boston office when needed
- Train users in the firm's core software applications, as required
- Coordinate all technology requirements for attorneys engaged in international travel
- Provide document scanning training and support
- Track and document support issues in ticketing system
- Complete system updates and reboots as needed; flexibility to work outside standard business hours may be required
- Configure loaner laptop and mobile devices for employees
- Ensure technology policies and security procedures are understood and followed by Boston users
- Support in coordination of key IT initiatives impacting the Boston office
- Other duties as assigned
Qualifications:
- At least three years' experience in IT support role; prior experience in legal or financial services environment is highly desired
- Outstanding customer service mentality and strong critical thinking and problem-solving skills; demonstrated track record of taking initiative to find creative solutions to IT issues
- Superb written and verbal communication skills; ability to build strong relationships with users across the Boston office
- Proficient in the use of Microsoft Office applications
- Knowledge supporting all Windows operating systems, iManage, ChangePro, Metadact, Innova, Adobe, Nuance and Mimecast
- Experience with Citrix XenDesktop and VPN environments
- Knowledge of laptop and desktop provisioning
- Familiarity with telephone programming and troubleshooting
- An appreciation for Foley Hoag's core values of excellence, service ethic, collegiality, and inclusivity
- Ability to lift and carry up to 15 lbs, with some stretching and bending required.
About Foley Hoag
Founded in 1943, Foley Hoag has established a lengthy record of success in the innovation industries of life sciences, health care, technology, energy/renewables and cannabis. Regardless of the intricacy of the matters, we provide clients with creative, strategic legal advice tailored to their specific goals.
Our people define us. From our offices in Boston, Washington DC, New York, Denver, and Paris, more than 350 lawyers and 260 professionals in business services exhibit authentic collegiality, genuine respect for each other, and the drive to deliver exceptional client service. Foley Hoag has received numerous honors and rankings including 21 national rankings and 41 regional rankings in Best Lawyers' 2024 edition of the "Best Law Firms"
Since our founding, Foley Hoag has been a leader and catalyst for change in the legal industry and beyond. We value the diversity of perspectives and experiences that enrich our work and our world and seek to hire the best lawyers and business services professionals, regardless of religions, race, gender, or any other factor. We strive every day to ensure everyone at Foley Hoag feels valued through career development, affinity groups, mentorship programs, culture and community-building events and more. We offer a competitive compensation and benefits package, and a connected, challenging, professional, and fun place for you to thrive in the next chapter of your career. Visit our website to learn more about culture and opportunities at Foley Hoag LLP.
The compensation range is $70,000 to $86,000 commensurate with related experience and qualifications. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, specialty, and training. The above salary range (or hiring range) represents the firm's reasonable estimate of the range of possible compensation at the time of posting.
