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Johnson Pope Bokor Ruppel & Burns

<div>Johnson Pope Bokor Ruppel &amp; Burns, LLP is seeking an experienced full-time IT Support Specialist. We are seeking a pro-active, technology-focused, customer service-oriented professional to support our law firm.

Position Overview

The IT Support Specialist provides day-to-day technology support to attorneys and staff, ensuring firm systems operate efficiently and issues are resolved promptly. This role requires a proactive, customer service&ndash;oriented professional who takes ownership of support requests, maintains a calm and professional approach when assisting users, and effectively manages troubleshooting and escalation when necessary. As a reliable in-office resource, the specialist helps keep the firm&rsquo;s technology running smoothly while supporting the daily operational needs of the legal team.

Essential Duties and Responsibilities:
<ul>
<li>Serve as the primary point of contact for all IT support requests (in-person and remote)</li>
<li>Own and manage Tier 1 support tickets from intake through resolution</li>
<li>Troubleshoot and resolve a broad range of Tier 2 issues, including:
<ul><li>Hardware and workstation setup/support</li>
<li>Microsoft 365, Outlook, and Office applications</li>
<li>User account management and permissions</li>
<li>Basic network and connectivity issues</li>
</ul></li><li>Provide white-glove support to attorneys and staff in a fast-paced environment</li>
<li>Triage and escalate more complex issues appropriately to senior IT resources</li>
<li>Assist with onboarding/offboarding of employees, including device setup and access provisioning</li>
<li>Maintain accurate documentation of issues, resolutions, and internal processes</li>
<li>Identify recurring issues and recommend process or system improvements</li>
<li>Support conference room technology and day-to-day office IT needs</li>
</ul>
Essential Knowledge, Skills, and Abilities:
<ul>
<li>5+ years of hands-on IT support experience in a professional environment (law firm or similar preferred)</li>
<li>Strong troubleshooting skills across hardware, software, and user issues</li>
<li>Experience supporting Microsoft 365, Windows environments, and common business applications</li>
<li>Excellent communication skills and a service-oriented mindset</li>
<li>Ability to manage multiple priorities and respond quickly to user needs</li>
<li>Strong organizational skills and attention to detail</li>
<li>Proven reliability and consistency in prior roles.</li>
</ul>
Educational/Job Experience Requirements:
<ul>
<li>Associate&rsquo;s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent combination of education and relevant work experience.</li>
<li>Minimum of four (4) years of experience providing desktop and application support within a Microsoft Windows enterprise environment.</li>
<li>Prior experience supporting users in a law firm or other professional services environment strongly preferred.</li>
<li>Familiarity with legal technology, including document management systems and common legal software applications.</li>
<li>Working knowledge of basic networking concepts and infrastructure.</li>
<li>Experience utilizing a structured helpdesk or ticketing system to manage and track support requests.</li>
</ul>
Office Location: Tampa, FL

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the Firm.

Equal Opportunity Employment:

 Johnson Pope Bokor Ruppel &amp; Burns, LLP is an equal opportunity employer. We are committed to creating a diverse and inclusive work environment and do not discriminate on the basis of an applicant&rsquo;s or employee&rsquo;s race, color, religion, national origin, sex, gender identity/expression, sexual orientation, age, disability, veteran status, marital status, citizenship, ancestry, pregnancy, familial status, actual or perceived status as a victim of domestic violence, dating violence, or stalking, or any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws, including applicable laws in Florida. We also provide reasonable accommodations for qualified individuals with disabilities in compliance with the Americans with Disabilities Act (ADA).</div>

IT SUPPORT SPECIALIST

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Johnson Pope Bokor Ruppel & Burns

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IT SUPPORT SPECIALIST