Job Description

Job Description

Job Description

This job is posted on behalf of R.L. Barclay & Associates by Top Echelon.

Our client, a reputable and growing law firm with offices in Dallas, Texas, is seeking an experienced IT User Support Specialist to join their firm.

Under general supervision, in an in-bound call center environment, User Support Specialists provide technical software problem resolution to end users through troubleshooting and step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, fixing application error messages, assisting with application support and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Duties:

• Accurately process and record call transactions using a computer and designated tracking software.
• Interact with end users to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather user’s information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software issues.
• Research required information using available resources.
• Follow up and make scheduled call backs to users where necessary.
• Stay current with system information, changes and updates.
• Perform after-hours on-call service on a rotating schedule with others in the team.

Qualifications:

• Previous law firm IT support experience required.
• Knowledge of Microsoft Office and general legal applications.
• Proper phone etiquette.
• Ability to speak and write clearly and accurately.
• Outstanding customer service.
• Willingness to cooperate with others and work within a team.
• Ability to be on-call, including weekends and holidays as needed.
• Some hardware setup and troubleshooting skills preferred.

About R.L. Barclay & Associates

Founded in 2012, R.L. Barclay & Associates has earned a strong reputation in the recruiting industry by consistently placing top-tier talent across a broad range of disciplines. Our areas of expertise include Legal, Mortgage, Banking, Sales, Marketing, Accounting, Information Technology, Human Resources, Administrative, Oil & Gas, and Engineering.

R.L. Barclay & Associates has successfully placed hundreds of experienced professionals in law firms and corporations throughout Texas, as well as in multiple states nationwide. To learn more about our company and the current openings in our network, please visit

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