Apply on Employer Site

Barnes & Thornburg LLP · 1 day ago

Technical Support Specialist

South Bend, IN

Full-time

Onsite

Entry Level

2+ years exp

Barnes & Thornburg LLP is a law firm seeking a Technical Support Specialist to ensure the secure and efficient operation of the office’s systems and technology. The role involves receiving, documenting, and resolving end-user technical requests while providing support for various IT and audio/visual equipment.

Legal

H1B Sponsor Likely

Responsibilities

Receives end-user technical requests in a prompt and courteous manner via telephone, e-mail, in-person, or other methods

Documents all pertinent end-user information, including name, department, and contact information, nature of problem or issue, and problem details, in accordance with established procedures

Prioritizes and schedules, resolves, or escalates end-user technical requests in a courteous, timely, appropriate, and effective manner in accordance with established IT service-level agreements

Troubleshoots and resolves assigned end-user technical problems and issues over the phone, using remote-control utilities, or in-person at the desktop level

Tests fixes/solutions and provides follow-up communication with the end-user to ensure technical problems or issues have been adequately resolved

Familiarity with features of SharePoint, such as adding users or AD Security Groups to SharePoint groups and understanding the differences between a SharePoint List and SharePoint Library

Familiarity with Active Directory and ADFS, such as unlocking accounts and adding users to Security Groups

Uses software updates, drivers, utilities, knowledge bases, frequently-asked questions (FAQ’s), and internet research tools to aid in problem resolution and documentation, in accordance with established change management procedures

Performs hands-on fixes at the desktop level, including installing, upgrading, configuring, testing, monitoring, and troubleshooting end-user hardware and software

Provides end user training on a regular basis and as needed

Setup and configure IT and AV equipment as required for both internal and client facing events

Performs regular preventive and corrective maintenance on audio/visual and end-user equipment including desktop PC’s, laptops, printers, phones, and mobile devices

Performs basic system and network administration tasks such as patch management, system and software upgrades, and scheduled maintenance, with support from a remote team

Assist and work across the IT organization and different IT teams such as systems, apps, project management, help desk, training, etc…

Accurately documents desktop equipment or component failure, repair, installation, and removal

Assesses and communicates security risks associated with current and future technology implementations and solutions, including applicable processes

Required to be on an on-call rotation on a schedule basis throughout the year

Ensures that information security measures and equipment adhere to all applicable laws and regulations

Conducts technical research, as directed, regarding industry trends and emerging technologies to support new business processes or initiatives and makes proactive recommendations to IT management and to the office technology partners

Available to travel to different locations when needed and be available for support 24x7x365 when needed

Follow firm standards and protocols and assist with any other duties as assigned

Qualification

PC operating systemsMicrosoft WindowsITIL certificationCompTIA A+ certificationTroubleshootingProblem managementChange managementAnalytical skillsService orientationInterpersonal communicationTeam collaboration

Required

Associate's degree in a technology or business-related field or 2 years of relevant work experience

Strong understanding and technical knowledge of PC operating systems, general and specialized legal applications, PC hardware and peripherals, and mobile devices, including: Microsoft Windows, e-mail, file and print services, data retention and recovery, remote access, network and PC security, laser and inkjet printers, iOS and Android devices, and Audio/Visual equipment

Demonstrated general troubleshooting ability including hardware and software

Strong understanding of problem management, change management, and IT best practices

Strong understanding of the firm's goals and objectives

Demonstrated ability to apply technology solutions to solve business problems

Demonstrated ability to work in a team-oriented, collaborative environment

Highly self-motivated, self-directed, and attentive to detail

Ability to effectively prioritize and execute tasks in a high-pressure environment

Excellent written, oral, and interpersonal communication skills

Ability to present technical ideas in business-friendly and user-friendly language

Strong analytical, evaluative, and problem-solving abilities

Exceptional service orientation

Basic knowledge of applicable laws and regulations as they relate to technology issues and data privacy laws and practices

Preferred

Prior law firm experience involving direct user support for a minimum of one year strongly desired

Certification as an ITIL or CompTIA A+ Technician is desired

Company

Barnes & Thornburg LLP

In an evolving business landscape, we stand ready at a moment’s notice, adapting with agility and precision to achieve your highest goals.

Founded in 1982

Indianapolis, Indiana, USA

1001-5000 employees

http://www.btlaw.com/

H1B Sponsorship

Barnes & Thornburg LLP has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2022 (1)

2021 (3)