IT Operations Support Specialist

Benesch is a growing mid-sized corporate law firm based in downtown Cleveland, OH with other office locations in Columbus (OH), Wilmington (DE), Chicago (IL), San Francisco (CA), Hackensack (NY) Shanghai (CHINA). We are a firm committed to providing the highest level of customer service to our clients, and a positive work environment to our employees. Benesch offers many benefits to its employees including competitive pay, medical, dental and life insurance, paid time off, retirement plans, paid holidays, flexible work schedules, and flexible spending accounts for health care and dependent care. Benesch has been ranked on the Plain Dealer's Northeast Ohio Top Workplaces list from 2016 through 2020; as well as earned a coveted recognition on the NorthCoast 99 Top Workplaces in Northeast Ohio for the 18th year in 2020. The Firm has also been named to the AmLaw 200 list, placing us among the top 200 law firms in the country and is a result of our continued strategic growth.

We are looking for an IT Operations Support Specialist in our growing Cleveland location.

Position Summary:

The IT Operations Support Specialist is an integral part of the IT Operations team. This person is responsible for taking direct inquiries from our personnel, establish a proper mitigation path and delivering a positive client experience while engaging team members for input, direction and strategy. Requests can range from the support of core business applications to common targets like Email, Remote Access and smartphone/tablet use. The IT Operations Support Specialist works as part of a team that are change agents and deliver solutions in a strategic, team-oriented setting to enhance firm leverage of technology and the user experience. This person is a self-starter with ability to quickly digest the complexity of an issue, put it in context and engage the appropriate resources to resolve with the highest level of customer service and value.

Essential Functions:

1. Communicates with all internal and external clients via phone, email, chat and direct in-person engagement.


2. Willingness to engage on any technology request, gather relevant factors to facilitate a meaningful outcome (or agreeable next step).


3. Serves as a liaison to training/learning. Help to translate needs, targets and timing.


4. Consistently reprioritizes tasks and delivery targets while maintaining proper awareness with team/lead.


5. Utilizes solid troubleshooting and client-based outcome methods to own the support experience.


6. Identifies and communicates roadblocks, challenges and opportunities to our team in regards to increasing the leverage of technology. Be a technology advocate.


7. Assists in team support of a multi-office environment with a diverse population of users within the Windows 10 and O365 environments, Video/Web Conferencing use, unified communications tools and BYOD devices.


8. Occasionally directs communication with specific software or hardware vendor support.

Additional Responsibilities:

1. Engage in continuous learning to evolve personal technology skillset in order to enhance the client experience.


2. Share critical knowledge and challenge colleagues in improving overall firm technology experience.


3. Have the ability to re-create user scenarios to analyze outcomes/improvements on supported user desktops applications, gather user input and feedback for best path.


4. Occasional travel to other offices to perform defined operational duties.


5. Have the ability to digest, follow and advise users on established firm security and privacy standards/protocols. Advancing own security skillset and mindset is integral.


6. Performs other duties and projects as assigned.

Qualifications:

The IT Operations Support Specialist must possess a high school diploma. A Bachelor's degree in computer science or 2-4 years of equivalent work experience is preferred. Work experience and/or certifications that represent a solid core technology foundation. Desktop support knowledge, which includes Active Directory, mobile and RDP/VPN support, Office 2010/16/365, Jabber, Web/Video Conferencing, Windows 10 on a variety of hardware, is required. Legal applications knowledge or background is a plus. Strong and effective communication and interpersonal skills are required. Must possess an excellent customer service attitude and the ability to work well with clients, the IT team and other groups. Ability to balance client outcomes amongst competing demands is a must. Occasional evening and weekend work may be required, with minimal advance notice. Occasional travel for education and other office visits may be required.