User Support Specialist II
Vinson and ElkinsDallas, TX, United Statesjob_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionProvide support for legal-specific applications, including : Document Management : NetDocuments Timekeeping & Billing : Intapp Time, Aderant Legal Research : Westlaw, LexisNexis, Bloomberg Law Litigation Support : Relativity, CaseMap Productivity Tools : Microsoft Office with legal add-ins, Litera Suite, Adobe Acrobat, Nuance PDF Support AI-powered legal tools such as Harvey AI and Microsoft Copilot AI, including user enablement and workflow integration Set up, maintain, and troubleshoot A / V systems including Zoom Rooms, Teams Rooms, Crestron, and Polycom. Provide support for video conferencing, presentations, and hybrid meetings using platforms like Zoom, Microsoft Teams, and Cisco Webex. Ensure proper storage, maintenance, and testing of A / V equipment. Participate in IT projects such as office moves, hardware refreshes, and system rollouts. Contribute to IT documentation, knowledge base articles, and process improvement initiatives. Ensure compliance with IT policies and data protection standards, including DLP practices. Performs other duties and responsibilities as assigned. Office-based with hybrid support responsibilities. Occasional overtime and extended hours required. Must be able to lift and install equipment up to 50 lbs. Subject to time pressures and coordination with multiple teams. High school diploma required; bachelor's degree in IT or related field preferred. 3-5 years of IT support experience, with at least 2 years in a legal or professional services environment. Certifications (Preferred) : CompTIA Network ., Microsoft 365 Certified : Modern Desktop Administrator Associate, ITIL Foundation Proficient in Windows 10 / 11, Microsoft 365, Active Directory, and remote access tools. Experience with virtualization (Citrix, VMware), MDM tools (Intune, MobileIron), and basic networking. Familiarity with legal document templates, macros, and metadata management. Intermediate knowledge of A / V systems and conferencing technologies. Strong troubleshooting skills across hardware, software, and legal applications. Excellent communication and interpersonal skills, especially under pressure. Strong analytical and problem-solving abilities. Ability to manage multiple tasks and prioritize effectively. Collaborative mindset with a willingness to mentor and support team members. Professional demeanor and ability to interact with stakeholders at all levels.
Position Overview
The User Support Specialist II is a mid-level technical role responsible for delivering advanced onsite and remote support for desktop systems, legal applications, A / V technologies, and mobile devices in a hybrid work environment. Acting as a Tier 2 escalation point, this role supports IT projects, and ensures the smooth operation of technology services across the firm. The ideal candidate brings strong troubleshooting skills, legal tech experience, and a proactive, service-oriented mindset.
Primary Duties and Responsibilities
Technical and Entry - Level System Administrative Support
- Provide Tier 2 support for complex technical issues escalated from the Help Desk.
- Deliver deskside and remote support for desktops, laptops, printers, mobile devices, and peripherals.
- Assist with software deployments, patching, system upgrades, and hardware lifecycle management.
- Support onboarding / offboarding processes and maintain accurate IT asset inventory.
- Troubleshoot and resolve issues related to Windows OS, Microsoft 365, VPN, Citrix, and endpoint management tools (e.g., SCCM, Intune).
- Maintain documentation of incidents, resolutions, and procedures using ITSM tools.
- Assist with entry-level system administration tasks such as user account management, software installation , and routine maintenance under supervision.
Legal Application Support
A / V & Collaboration Support
Project & Team Support
Secondary Duties and Responsibilities
Working Conditions
Education :
Experience :
Special Knowledge :
Technical Skills :
Attributes :
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User Support Specialist • Dallas, TX, United States
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