IT Support Specialist II at Witheritelawgroup

Witherite Law Group (WLG) is a personal injury law firm specializing in motor vehicle accidents. Our vision is to improve the life of each person we serve. Whether it is for our employees, our clients, or our community, WLG puts people first, provides unmatched expertise, and displays integrity in every situation. Our attorneys and staff are committed to helping injured clients get the care and service they deserve. We take care of the complex legal work so that our clients can focus on recovery and getting their lives back. We are determined to help our clients get the settlement they deserve, and we will be by our client’s side every step of the way. This firm is a Top 100 Places to Work recipient and a National Top Workplace honoree. We are proud of these achievements and honored to be among this prestigious list of companies. Our culture is special. But you can’t just take our word for it...apply today and join the WLG family. Position Summary: The IT Support Specialist II is responsible for providing second-level technical support to end-users, resolving more complex issues that are escalated from the first level of support. This role involves handling advanced troubleshooting, performing system diagnostics, and collaborating with higher-level support teams to ensure timely issue resolution. The IT Support Specialist II also plays a critical role in maintaining the performance and functionality of IT services and infrastructure while enhancing the overall user experience. Key Responsibilities: • Provide second-level support for escalated hardware, software, and network issues. • Perform in-depth troubleshooting and diagnostics to resolve complex technical issues. • Work closely with L1 support teams to ensure smooth escalation of unresolved issues. • Assist with the configuration, maintenance, and optimization of IT systems and infrastructure. • Collaborate with the IT Support Analyst (L3) and other technical teams to escalate critical issues and develop long-term solutions. • Monitor system performance, identifying recurring issues, and recommending improvements or updates. • Assist with patch management, system updates, and routine maintenance activities. • Provide user support for advanced software applications, networking configurations, and system integrations. • Document troubleshooting processes and resolutions to build the knowledge base for L1 support and future reference. • Train and mentor L1 support staff to improve their technical skills and problem-solving abilities. Success Criteria: • High resolution rate of escalated support issues within service level agreements (SLAs). • Effective collaboration with both L1 and L3 support teams to ensure seamless service delivery. • Accurate and detailed documentation of troubleshooting steps and solutions for future reference. • Positive feedback from users regarding the quality and timeliness of support services. Scope of Work: • Handle escalated support requests from L1 support (IT Support Associate) and provide advanced troubleshooting. • Engage with L3 support (IT Support Analyst) and other specialized teams for complex, critical issues. • Contribute to system optimization and routine IT maintenance, ensuring performance and reliability. • Participate in technical training and continuous development to stay current with new technologies and best practices. Reporting/Collaboration: • Reports to: Director of IT Services or relevant IT Manager • Collaborates with: IT Support Associate (L1), IT Support Analyst (L3), infrastructure teams, and other IT specialists. Required Qualifications: • Proven experience in an IT support role, ideally at an L2 or equivalent level. • Strong troubleshooting skills for hardware, software, and network systems. • Proficiency in IT service management (ITSM) tools and ticketing systems. • Familiarity with operating systems (Windows, macOS, Linux) and network protocols (TCP/IP, DNS, DHCP). • Experience with Active Directory, user account management, and group policies. • Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users. • Ability to work in a collaborative, fast-paced environment while managing multiple priorities. Preferred Qualifications: • Certifications such as CompTIA Network+, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation. • Experience with remote desktop support and virtualization technologies (e.g., VMware, Hyper-V). • Experience in scripting or automation (e.g., PowerShell). • Familiarity with security protocols, patch management, and endpoint protection systems. Physical Requirements: • Office environment with normal business hours necessary to satisfactorily perform job functions. • Stationary Position – Must be able to remain in a stationary position up to 50% of the time. • Move or Traverse – This position needs to occasionally move about inside the office to access file cabinets, meeting rooms, office machinery, etc. May occasionally ascends/descends the stairs to get to other floors, cafeteria and parking area. • Dexterity – constantly operates a computer and other office machinery such as a copy machine/printer. • Move, Transport, Position, Put, Install, Remove - Occasionally moves supplies weighing up to 10 pounds for various presentation and event needs. • Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. • Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess - The ability to observe details at close range (within a few feet of the observer). Benefits and Perks: • Medical, dental, vision • Company paid Life and AD&D Insurance • Company Paid STD (with no waiting period) and LTD Insurance • Option to purchase additional Life and AD&D Insurance • Voluntary Critical Illness, Accident, and Hospital Indemnity Coverage • 401(k) with company contributions • Paid Time Off • 10 Company Holidays • Tuition Reimbursement Please note that this job description is intended to outline the primary duties of the role and is not intended to be an exhaustive list. The job description is subject to change with or without prior notice, and that a reasonable accommodation may be requested to perform the essential functions of the job. WLG and its affiliated companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. WLG and its affiliated companies participate in E-Verify. For additional information please review the E-Verify Participation Poster and Right to Work Poster from the Department of Homeland Security.