User Support Specialist

Costa Mesa, CA 92626-7221

Employment Type: Direct Hire Position Type: Tech Support Job Number: 24622 Rate DOE: $75,000 to $95,000

Job Description

Law firm seeks a User Support Specialist with 3 years (5 preferred) of experience in the IT field including 1 year in a support role. The Specialist provides focused support for 1870+ end-users with technical and application software issues at a Tier 2 level, desk-side and virtually via remote control and phone; acts as primary interface with end users when investigating and resolving issues; provides exceptional customer service through consulting, installation, support, training, and troubleshooting for end-user community; provides one-on-one training and identifies training opportunities; tracks calls in Ivanti Service Desk ticketing software and ensures ticket response and resolution meet current department service level targets; and reviews open tickets daily and provides status updates if ticket cannot be closed. Specialist is responsible for ticket ownership, including end-user updates and documenting steps from consultation with Tier 3 resources; performs testing of software applications, upgrades, and security patches, utilizing test matrices to ensure usability of core PC applications suite as well as application performance and system performance stopwatch testing; participates on project teams, including small to large sized projects, effectively meet project milestones, deadlines, and target dates; and works closely with Project Managers to understand defined and scheduled tasks.

Hours are 9:00 a.m. to 5:30 p.m.

Position is onsite

Job Requirements

A bachelors degree (or equivalent experience) is required. Candidate must have strong application support and desktop support skills with hands-on hardware troubleshooting experience (desktop, laptop, printer and wireless devices).  Preferred candidate will have experience in an end user support position; professional services background highly desirable (preferably within a large law firm).  Candidate will have strong interpersonal skills to respond to inquiries from all levels of professional and support staff. 

Additional Information

Kent Daniels and Associates is a legal staffing service specializing in the placement of temporary, temp-to-hire and full-time regular employees in law firms and corporate legal departments in Los Angeles, San Francisco, San Diego, and nationwide. We staff all positions in law firms and all three shifts - day, swing and graveyard. Kent Daniels was established in 1986, giving us 37 years of experience finding candidates legal jobs in law firms nationwide. Applicants will be considered in a manner consistent with federal, state, and local requirements as applicable. Salary ranges are provided in good faith at the time of posting and represent the compensation KDA/our clients are willing to pay for the advertised position. Exact compensation will be determined by a wide range of factors including but not limited to experience level, education/training, relevant skills and location.
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