Job Title: Application and Support Specialist
Location: Indianapolis, Indiana
Position Type: Full-Time, Exempt
Reports To: Help Desk Supervisor

SUMMARY: The Application and Support Specialist will support the Firm’s software applications and provide technical solutions to the end user. The Application and Support Specialist will be the first point of contact for end user support, issue resolution, software testing and contributing to application maintenance and improvement as needed or required. The ideal team member will also support the Chief Information Officer by adhering to established policies and procedures and act as a champion for the Information Technology Department.

DUTIES AND RESPONSIBILITIES:

• Provide end user support for hardware and software applications.
• Ability to troubleshoot and analyze issues that arise as a result of software or hardware malfunctions.
• Employ critical thinking to determine the root cause of technical issues.
• Ability to gauge when IT collaboration is needed to resolve end user issues.
• Understand the role within the Firm and provide timely and efficient support to ensure the client service team is able to be productive and serve clients timely.
• Elevate issues to an appropriate level when appropriate.
• Participate in testing of new applications, features and updates to ensure quality prior to Firm wide deployment.
• Monitor performance of applications and hardware to identify areas of improvement or possible replacements.
• Provide feedback to the IT Leadership team regarding applications and end user experience.
• Recommend and support best practices for the information technology team to ensure the group is working at the highest operational efficiencies in coordination with the CIO.
• Build effective working relationships with internal team members to maximize support and accomplish established goals.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Functional expertise in application and hardware support, preferably in a law firm setting.
• Excellent Microsoft Windows (Outlook, Word, Excel, and Access) skills required.
• Experience with enterprise technology solutions for a growing professional services setting.
• Demonstrated ability to manage projects and workflow to ensure accuracy and quality.
• Establish and maintain effective working relationships with staff, attorneys and senior leadership and clients (if applicable).
• Strong attention to details.
• Exceptional organizational skills and ability to multitask and manage time effectively.
• Position also requires the ability to work under pressure to meet strict deadlines, effectively prioritize multiple tasks.
• Comfortable working in a demanding environment where priorities change frequently.
• Excellent independent, decision-making capabilities and a solution-oriented attitude.
• Excellent verbal and written communication abilities.
• Exceptional customer service and people skills.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree or certification is preferred in computer science or an associated discipline.
• 3+ years' experience in application and user support role, software support, and understanding of law as it applies to information management and support, retention and privacy is preferred.
• Professional certification in computer technology is desirable.

PHYSICAL REQUIREMENTS:

• This position requires sitting for the majority of the workday. However, there may be periodic lifting required up to 5 – 20lbs when working with computer installations.
• Position is resident in our Indianapolis office, however, there is occasion to utilize work from home flexibility from time to time.

IMMEDIATE SUPERVISOR:

• Help Desk Supervisor

The statements contained in this job description are not necessarily all-inclusive; additional duties may be assigned, and requirements may vary from time to time.