Job Details

User Support Specialist (LAW FIRM)

Cleveland, OH, United States
  • Employment Type: Direct Hire

Our client, one of the preeminent law firms in the world, is looking for a User Support Specialist in their Cleveland office. The right candidate for the User Support Specialist role will demonstrate the highest caliber of customer service possible and have experience supporting high-stake, high-demand, high-intensity users. Candidates with law firm, banking, brokerage, or financial experience are highly desired. This role requires the ability to maintain and set up physical and virtual conference rooms regularly, handle incoming user needs in rapid succession, and participate in firmwide project roll-outs of technology initiatives. Being a power user of mobile and tablet technology is a must. The ability to rapidly prioritize tasks and then properly set expectations with users and administration is paramount to success in this role. Send resumes to [email protected] 


  • Provides focused support for all end-user technical and application software problems at a Tier 2 level both desk-side and virtually via remote control and phone support; acts as primary interface with end users when investigating and resolving problems
  • Provides exceptional customer service through consulting, installation, support, training, and troubleshooting for the end-user community as well as practicing the following customer support skills: face-to-face, telephone, internet and email skills, reliability, timeliness and effectiveness
  • Provides one-on-one training—since most offices do not have a designated trainer, ad hoc training will be the responsibility of the local User Support Specialist; in addition, User Support Specialists should identify training opportunities when troubleshooting end user problems both desk side and virtually, for example, taking the opportunity to teach, tutor and instruct attorneys and staff on Firm technology (e.g. software applications, hardware/devices, access methods, etc.)
  • Problem Solving Expertise - Clearly isolates and defines problems, taking steps to resolve them before they become larger and more critical; asks others for their opinions, suggestions, and ideas; maintains a proper sense of balance of the perspectives and agendas of others
  • Planning/Organizational Skills - Uses time effectively, works at a high level of energy, monitors important details and plans weekly and daily actions; thinks systematically by considering the overall system and how to improve it
  • Technical Expertise - Must have strong application support and desktop support skills with hands-on hardware troubleshooting experience (desktop, laptop, printer, wireless devices) and ability to support users both in person and remotely
  • Tracks all calls in Footprints Help Desk ticketing software providing the level of detail necessary to ensure the information entered is accurate and will be useful in knowledge sharing; ensures ticket response and resolution meet current department service level targets; reviews open tickets on a daily basis and provides status updates if ticket cannot be closed; oversees ticket ownership including end user updates and communication as well as documenting steps from consultation with Tier 3 resources in order to solve issues
  • Performs testing of software applications, upgrades, and security patches as deemed necessary, utilizing the Firm’s test matrices to ensure the usability of the Firm’s core PC applications suite as well as application performance and system performance stop watch testing
  • Participates on project teams including small to large size projects; effectively meets project milestones, deadlines, and target dates; works closely with project managers to understand defined and scheduled tasks
  • Communicates clearly both orally and in writing; establishes and maintains continuous, positive, cooperative communication with end users and keeps them informed as to status; informs team members about new knowledge, methods, technologies, and other developments


  • Bachelor’s degree and experience in the IT field along with a support role is required, or equivalent combination of education and experience; significant experience in end user support preferred, and professional services experience is highly desirable
  • Extensive experience with MS Office 2016 or greater, Windows 10, NetDocuments Document Management System and other legal specific core applications; extensive experience in hardware support of desktops, laptops, tablets, printers and other peripherals as well as wireless devices such as iPhones and iPads
  • Experience with audio/visual set ups for meetings, GoToMeeting® set ups, Skype for Business meeting setups, Video Conference setups
  • Strong knowledge of application testing, maintenance and application compatibility in a professional services environment (preferably a large law firm)
  • Ability to speak effectively and respond to common inquiries or complaints from all levels of professional and support staff; demonstrate the interpersonal communication skills necessary in order to maintain effective relationships with attorneys, clients and staff in person, by e-mail and telephone
  • Ability to work overtime when needed—work occasionally requires more than 40 hours per week to perform the essential duties of the position

Interested in this job? Get in touch.

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