IT Support Specialist at Witherite Law Group

Philadelphia, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Sep, 26

Salary

0.0

Posted On

18 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

L2 Technical Support, Hardware Troubleshooting, Software Troubleshooting, Network Diagnostics, ITSM Tools, Active Directory, Windows, macOS, Linux, TCP/IP, DNS, DHCP, Patch Management, System Optimization, User Account Management, Group Policies

Industry

Law Practice

Description

Position Summary: The IT Support Specialist is responsible for providing second-level technical support to end-users, resolving more complex issues that are escalated from the first level of support. This role involves handling advanced troubleshooting, performing system diagnostics, and collaborating with higher-level support teams to ensure timely issue resolution. The IT Support Specialist also plays a critical role in maintaining the performance and functionality of IT services and infrastructure while enhancing the overall user experience. Key Responsibilities: * Provide second-level support for escalated hardware, software, and network issues. * Perform in-depth troubleshooting and diagnostics to resolve complex technical issues. * Work closely with L1 support teams to ensure smooth escalation of unresolved issues. * Assist with the configuration, maintenance, and optimization of IT systems and infrastructure. * Collaborate with the IT Support Analyst (L3) and other technical teams to escalate critical issues and develop long-term solutions. * Monitor system performance, identifying recurring issues, and recommending improvements or updates. * Assist with patch management, system updates, and routine maintenance activities. * Provide user support for advanced software applications, networking configurations, and system integrations. * Document troubleshooting processes and resolutions to build the knowledge base for L1 support and future reference. * Train and mentor L1 support staff to improve their technical skills and problem-solving abilities. SUCCESS CRITERIA: * High resolution rate of escalated support issues within service level agreements (SLAs). * Effective collaboration with both L1 and L3 support teams to ensure seamless service delivery. * Accurate and detailed documentation of troubleshooting steps and solutions for future reference. * Positive feedback from users regarding the quality and timeliness of support services. SCOPE OF WORK: * Handle escalated support requests from L1 support (IT Support Associate) and provide advanced troubleshooting. * Engage with L3 support (IT Support Analyst) and other specialized teams for complex, critical issues. * Contribute to system optimization and routine IT maintenance, ensuring performance and reliability. * Participate in technical training and continuous development to stay current with new technologies and best practices. REPORTING/COLLABORATION: * Reports to: Director of IT Services or relevant IT Manager * Collaborates with: IT Support Associate (L1), IT Support Analyst (L3), infrastructure teams, and other IT specialists. REQUIRED QUALIFICATIONS: * Proven experience in an IT support role, ideally at an L2 or equivalent level. * Strong troubleshooting skills for hardware, software, and network systems. * Proficiency in IT service management (ITSM) tools and ticketing systems. * Familiarity with operating systems (Windows, macOS, Linux) and network protocols (TCP/IP, DNS, DHCP). * Experience with Active Directory, user account management, and group policies. * Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users. * Ability to work in a collaborative, fast-paced environment while managing multiple priorities. PREFERRED QUALIFICATIONS: * Certifications such as CompTIA Network+, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation. * Experience with remote desktop support and virtualization technologies (e.g., VMware, Hyper-V). * Experience in scripting or automation (e.g., PowerShell). * Familiarity with security protocols, patch management, and endpoint protection systems. Physical Requirements: * Office environment with normal business hours necessary to satisfactorily perform job functions. * Stationary Position – Must be able to remain in a stationary position up to 50% of the time. * Move or Traverse – This position needs to occasionally move about inside the office to access file cabinets, meeting rooms, office machinery, etc. May occasionally ascends/descends the stairs to get to other floors, cafeteria and parking area. * Dexterity – constantly operates a computer and other office machinery such as a copy machine/printer. * Move, Transport, Position, Put, Install, Remove - Occasionally moves supplies weighing up to 10 pounds for various presentation and event needs. * Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. * Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess - The ability to observe details at close range (within a few feet of the observer). Benefits and Perks: * Medical, dental, vision * Company paid Life and AD&D Insurance * Company Paid STD (with no waiting period) * Option to purchase additional LTD, Life, and AD&D Insurance * Voluntary Critical Illness, Accident, and Hospital Indemnity Coverage * 401(k) with company contributions * Paid Time Off * 10 Company Holidays * Tuition Reimbursement

Responsibilities

Provide second-level technical support for escalated hardware, software, and network issues to ensure timely resolution. Maintain IT infrastructure performance and mentor L1 support staff to improve overall technical capabilities.