Job Title: IT Support Specialist
Location: Jacksonville, FL (in-office)
Employment Type: Full-time (40 hours/week)
Department: Information Technology
Supervisor: Director of IT

ABOUT US:

Smith Hulsey & Busey is a full-service law firm skilled in various legal disciplines, including healthcare, corporate law, bankruptcy, mergers and acquisitions, complex commercial litigation, sports litigation, trusts and estates, and real estate and land use. We serve a diverse client base ranging from start-ups to global Fortune 500 companies, encompassing all types of ownership structures such as family-owned, not-for-profit, privately held, and publicly traded entities.
The IT Support Specialist at Smith Hulsey & Busey will play a pivotal role in the smooth functioning of our operations. You will ensure that our systems and infrastructure are running efficiently, providing first-level support to both our staff and clients. You will assist in resolving hardware and software issues, and participate in IT projects that boost our Firm’s technological capabilities.

QUALIFICATIONS:

• Associate degree or equivalent technical certification in Information Technology or related field.
• Minimum of 1-2 years of experience in a helpdesk or technical support role.
• Strong knowledge of PC hardware, operating systems (Windows and/or macOS), and software applications.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with troubleshooting common IT issues, such as email problems, printer connectivity issues, and software errors.
• Proficiency in using help desk ticketing systems to record and track support incidents.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to non-technical end-users.
• Strong problem-solving skills.
• Ability to work independently or collaboratively in a fast-paced environment.
• Customer-centric mindset with a commitment to delivering high-quality service.
  Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
  Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Help desk: 1 year (Required)

Ability to Commute:

• Jacksonville, FL 32202 (Required)

Ability to Relocate:

• Jacksonville, FL 32202: Relocate before starting work (Required)

Work Location: In perso

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, and in-person.
• Provide timely and effective resolution to IT-related issues, including hardware and software problems, network connectivity issues, and account access.
• Diagnose and troubleshoot technical issues using appropriate tools and resources.
• Guide end-users through step-by-step solutions to resolve their tech-related problems.
• Escalate complex or unresolved issues to the appropriate IT personnel or vendors for further investigation.
• Record, track, and update all support incidents and service requests in the help desk ticketing system, ensuring proper documentation and follow-up.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, peripherals, and network devices.
• Install, upgrade, and troubleshoot software applications, including operating systems and productivity suites.
• Provide training and guidance to end-users on basic IT procedures and best practices.
• Lead and participate in IT projects as assigned, such as software upgrades, computer setups, and equipment returns.
• Set up audio/visual equipment and other presentation needs in conference rooms, and occasionally off-site.
• Participate in application testing, system documentation, and maintaining accurate equipment inventory.
• Maintain and improve technical skills and abilities through continuing professional education and certifications.