Senior Technical Support Specialist

Job Description

Senior Technical Support Specialist

Location: Miami, FL (4 days onsite 1 day remote)

Job Type: Full-Time

Summary:

We are seeking a highly skilled Senior Technical Support Specialist responsible for delivering Level II hardware and software support while guiding and coordinating a team of Technical Support Specialists. The ideal candidate will have proven expertise in troubleshooting, end-user support, and escalation procedures in a fast-paced, enterprise-level environment.

Key Responsibilities:

• Resolve hardware and software issues, including network connectivity problems.
• Support device upgrades, hardware/software conversions, and new deployments.
• Maintain accurate records using the IT Service Management System.
• Prioritize and manage open service requests and incidents.
• Provide escalation support and procedural guidance to team members.
• Maintain and troubleshoot hardware (PCs, laptops, printers, monitors, scanners, and smartphones).
• Perform imaging, configuration, and warranty support for hardware and peripherals.
• Install and support business-related and third-party applications.
• Manage telephony hardware at user desktops, including physical devices.
• Ensure technical readiness for visiting staff and external guests.
• Track asset inventory and coordinate hardware moves, exchanges, and replacements.
• Perform preventive maintenance, diagnostics, and software updates.
• Assist with hardware and software support related to firm-approved personal equipment used for business purposes.
• Other duties as assigned.

Qualifications:

Required:

• BA/BS degree or equivalent professional experience
• Minimum of 3 years’ experience in corporate end-user support
• Experience with Windows-based systems and Microsoft Office
• Hands-on experience supporting mobile devices (iPhone, Android, MiFi)
• Familiarity with Citrix and enterprise/legal-specific software
• Demonstrated ability to deliver high-quality customer service in a performance-driven culture

Preferred:

• Prior experience in a law firm environment
• Microsoft Office certifications

Skills and Abilities:

• Exceptional organizational and multitasking skills
• Detail-oriented with strong analytical and problem-solving abilities
• Professional judgment and discretion
• Excellent interpersonal and communication skills
• Ability to maintain confidentiality and work well under pressure