IT Support Specialist
: Job Details :

At Jimerson Birr, our team has accepted the lasting responsibility of protecting our clients' rights, businesses, properties, investments and finances. In both established and emerging businesses, our professionals are integral, trusted advisers and advocates, giving our clients insights into legal and business considerations that guide prudent decision making. We work with some of the world's most respected and well-established businesses, as well as start-up visionaries, and individuals looking to overcome challenges.

Our award-winning law firm is at its best when it helps clients set measurable goals and develops multi-level strategies to achieve them. Our lawyers are trained to take ownership of our clients' challenges by getting close to the problem and close to the people who can benefit from the solutions we provide. We're business-oriented lawyers equally comfortable as community leaders, private transaction counselors or courtroom advocates. We pride ourselves on our people and their collective achievements. Besides our long list of legal industry honors, the firm has a track record spanning over a decade winning local, state and national awards for being a “Best Company to Work For,” “Fastest Growing Company,” and “Best Law Firms in America.”

Our atmosphere and award-winning firm culture is collegial and professional, and our shared commitment to professional development is superior to our contemporaries. To learn more about our firm culture, please visit our website.

ABOUT THE POSITION

Position Summary

The Service Desk Specialist serves as the first point of contact for IT support and plays a critical role in ensuring the smooth operation of technology within the organization. In addition to resolving technical issues and managing the IT ticketing system, the role supports IT projects, oversees device lifecycle management, and handles license and hardware procurement.

The ideal candidate has strong troubleshooting skills, experience with enterprise technologies such as Meraki, Salesforce, and Microsoft Intune, and is eager to contribute to IT projects that enhance the organization's infrastructure and operations.

Key Responsibilities

IT Service Desk Support

• Serve as the first point of contact for IT-related support requests, ensuring timely responses and resolutions.
• Troubleshoot and resolve hardware, software, and network issues for end-users.
• Escalate unresolved issues to appropriate team members, MSPs, or vendors as needed.
• Maintain and update the IT ticketing system, prioritizing tasks based on urgency and impact.
• Provide user training and onboarding for IT systems and tools.

Device Lifecycle and Asset Management

• Manage IT inventory, including tracking, deploying, and retiring devices.
• Oversee the full device lifecycle, from procurement to decommissioning, ensuring all hardware meets organizational standards.
• Facilitate license and hardware purchasing, tracking renewals, and ensuring compliance with licensing agreements.

Salesforce Triage and Support

• Act as the primary point of contact for Salesforce-related support requests, diagnosing and escalating issues as needed.
• Perform basic Salesforce administration, including managing users, roles, permissions, and data imports/exports.
• Collaborate with the Salesforce Administrator or MSP to resolve advanced issues and implement system enhancements.
• Assist users with troubleshooting Salesforce workflows, reports, and dashboards.

Basic System Administration and Infrastructure Support

• Perform routine system administration tasks such as password resets, account provisioning, and software updates.
• Assist in monitoring system performance and addressing basic security issues, escalating complex problems as required.
• Manage and support technologies such as Meraki networks, Microsoft Intune, and other enterprise tools.
• Document IT processes, system configurations, and standard operating procedures.

IT Project Participation

• Serve as a resource on IT projects, contributing technical expertise and supporting project deliverables.
• Assist in implementing new systems, tools, or processes that enhance IT services and infrastructure.
• Collaborate with cross-functional teams to support technology adoption and training initiatives.

Technologies

• Networking: Cisco Meraki (switches, firewalls, access points).
• Endpoint Management: Microsoft Intune (device enrollment, policy enforcement).
• CRM/Platform: Salesforce (administration and triage).
• Office Tools: Microsoft 365 Suite, including Teams and SharePoint.

Relevant Skills and Certifications

Required Skills

• Strong troubleshooting and problem-solving abilities.
• Knowledge of IT ticketing systems (e.g., Jira, ServiceNow).
• Familiarity with device lifecycle management and IT inventory tracking.
• Experience with enterprise software and hardware purchasing.
• Customer-focused communication and interpersonal skills.

Preferred Certifications

• CompTIA A+, Network+, or equivalent certifications.
• Cisco Meraki CMNA certification (or equivalent knowledge).
• Microsoft certifications, such as MS-900 (Microsoft 365 Fundamentals) or MD-102 (Endpoint Administrator).
• Salesforce Administrator certification.
• ITIL Foundation certification (or familiarity with IT service management frameworks).

Preferred Qualifications

• Experience supporting cloud-based environments and SaaS platforms.
• Understanding of cybersecurity principles and best practices.
• Ability to multitask and prioritize in a fast-paced environment.

Working Conditions

• Regular working hours with occasional after-hours support for critical issues.
• Primarily desk-based with opportunities for collaboration and training.

ABOUT THE FIRM

At Jimerson Birr, our team has accepted the lasting responsibility of protecting our clients' rights, businesses, properties, investments and finances. In both established and emerging businesses, our professionals are integral, trusted advisers and advocates, giving our clients insights into legal and business considerations that guide prudent decision making. We work with some of the world's most respected and well-established businesses, as well as start-up visionaries, and individuals looking to overcome challenges.

Our award-winning law firm is at its best when it helps clients set measurable goals and develops multi-level strategies to achieve them. Our lawyers are trained to take ownership of our clients' challenges by getting close to the problem and close to the people who can benefit from the solutions we provide. We're business-oriented lawyers equally comfortable as community leaders, private transaction counselors or courtroom advocates. We pride ourselves on our people and their collective achievements. Besides our long list of legal industry honors, the firm has a track record spanning over a decade winning local, state and national awards for being a “Best Company to Work For,” “Fastest Growing Company,” and “Best law firms in America.” For all current career openings, firm history, frequently asked questions, and professional development tracks please check out our careers page by clicking this link Careers: View Current Opportunities.

We've found that the key to doing great work is to love what you do and respect who you do it with. To continue reading about our firm, visit our website Jimerson Birr.

Our atmosphere and award-winning firm culture is collegial and professional, and our shared commitment to professional development is superior to our contemporaries. Learn more about our firm culture here: JB Firm Culture: JB FOR ME.

WHY APPLY?

You'll get a Challenging Opportunity with a Company that Cares About Its Most Valuable Asset: YOU! At Jimerson Birr, we pride ourselves on our people and their collective achievements. Besides our list of legal industry honors, in 2021 and for the seventh consecutive year, the firm was named one of Florida's “Best Companies to Work For” by Florida Trend Magazine. In recent years, the firm was also distinguished as one of the “Best Places to Work” by the Jacksonville Business Journal and five times as one of the “50 Fastest Growing Companies.” Opportunities abound for those who can meet and exceed the expectations set for our team. Jimerson Birr is comprised of high-performing and professionally fulfilled people. We believe that a positive attitude, personal accountability, and a commitment to quality work will put a talented person on a fast track for success. Our atmosphere and award-winning firm culture are collegial and professional, and our shared commitment to professional development is superior to our contemporaries.

Our core values are simple: Commitment to service; Commitment to quality; Commitment to results.

Jimerson Birr is an equal opportunity employer. All qualified applicants receive consideration for employment and all employees are treated during employment without regard to race, color, sexual orientation, religion, sex, age, national origin, genetic information, disability, veteran status, gender identity and marital status.