Technology Support Specialist
Location: Washington, DC
Office: 5 days a week on-site
Hourly Pay Rate: $30.00hr. - $35.00hr. W2
Duration: 6+Month contract, could convert perm
Under the direction of the Technology Support Manager, the Technology Support Specialist provides technical support to end users by diagnosing, resolving, or escalating issues related to hardware, software, and firm-supported technologies. This role is responsible for responding to incidents and service requests submitted through phone, email, and the incident management system while ensuring timely resolution and clear communication with users.
The Technology Support Specialist plays a key role in maintaining a high level of service for management and staff by delivering responsive support, configuring technology equipment, and assisting with audio-visual and conferencing technologies used across the firm.
Key Responsibilities:
- Respond to and resolve end-user technical issues related to hardware, software, and supported applications.
- Log and track incidents and service requests within the firm’s incident management system, documenting actions taken and resolutions provided.
- Escalate complex issues when necessary and collaborate with appropriate technical teams to ensure timely resolution.
- Provide second-level support for Help Desk escalations.
- Configure, deploy, and maintain desktop hardware and peripherals including workstations, laptops, printers, scanners, and mobile devices.
- Support Cisco-based telecommunications systems, including configuring extensions and voicemail through Cisco Unified Communications Manager and Cisco Unity Connection.
- Manage and maintain the firm’s technology asset inventory within the asset management system.
- Support and maintain conference room technology, including launching and managing audio-visual and video conference meetings.
- Coordinate and manage video conferencing requests and ensure accurate scheduling and setup.
- Provide support for collaboration platforms including Zoom, WebEx, and Microsoft Teams.
- Maintain working knowledge of firm-supported software, hardware, and emerging technologies.
- Document support activity, communicate progress clearly, and provide follow-up to end users as needed.
Qualifications:
- Bachelor’s degree required; relevant professional certifications are a plus.
- 3+ years of technical support experience in a professional services environment; Management Consulting, Law Firm, Accounting Firm, etc.
- Strong experience supporting Windows operating systems and Microsoft Office environments.
- Experience supporting Citrix, VPN technologies, and legal applications such as iManage/FileSite or similar document management systems preferred.
- Solid knowledge of desktop hardware, peripherals, mobile devices (iOS and Android), printers, and audio-visual systems.
- Experience supporting video conferencing platforms including Zoom, WebEx, and Microsoft Teams.
- Familiarity with networking concepts including TCP/IP, DHCP, Ethernet, and wireless connectivity.
- Experience supporting external drives, local backup solutions, personal firewalls, and wireless networking devices.
- Ability to work independently while supporting attorneys, executives, and staff in a fast-paced professional environment.
- Strong customer service orientation and ability to communicate technical issues clearly and professionally.
- Excellent interpersonal skills with the ability to remain calm and professional under pressure.
- Flexibility to support occasional after-hours needs and respond via a firm-provided mobile device.
- Demonstrated ability to quickly learn and adapt to new technologies.
