Technical Support Specialist I

Bay Area Legal Services seeks to fill a full-time Technical Support Specialist I position.

Under the direction of the Director of IT, assists in the development, implementation, and use of technology across the company, encompassing all aspects of information systems and telecommunications. Responsibilities include determining user requirements, deploying and maintaining IT systems, upgrading and supporting PCs, desktop operating systems, telephones, and software applications. Ensures the integrity and security of technology systems supporting end users and client information while addressing challenges related to integrating new technologies. Collaborates closely with the Director of IT to evaluate current systems, align technology strategies with business objectives, and serve as a key technical resource by providing advice, training, and technical support for various projects.  The Tech Support Spec. I will support all staff who are facilitating or directly providing legal services to low income clients.

Office Location:

Ybor City
1302 N 19th Street
Suite 400
Tampa, FL 33605

Applicants seeking employment with us should understand and share our commitment to the Bay Area Legal mission and vision, and be willing to abide by the core values of Bay Area Legal Services.

Illustrative Duties:

• Legal Server Administration and Support – Acts as an administrator for the company’s Case Management System (Legal Server). Ensures the highest levels of service and integrity in supporting and administering the CMS. Works under the guidance of the Technical Support Specialist II and ensures user requests for CMS meet the requirements of the company and comply to requestors needs. Responds to system and user issues, provides Legal Server training to staff and provides statistical reports as needed.
• Training-Operational Policies & Procedures - Offers end-user services such as help desk support and technical assistance. Contributes to the support and enforcement of IT policies and procedures and prepares training materials, including webinars and PowerPoint presentations, to enhance staff understanding of technology.
• Systems Security and Compliance – Under the Direction of the Director of IT, ensures systems comply with company security policies and protocols by performing system audits and conducting regular checks on data security within the CMS. Oversee compliance with non-profit regulations and provide input for internal and external auditors and examiners as needed.  
• Reporting- Responsible for providing required daily, monthly, and quarterly reports or ad hoc reports. Review, prioritize, and process problem reports; document the progress of projects.
• Systems Support and Maintenance- Diagnose, analyze, and resolve moderate hardware issues on computer systems. Assists with maintenance and technical support for a variety of PCs and peripherals. Provide escalated troubleshooting support for hardware and software issues, including system communication failures and conflicts and handle the installation and maintenance of desktop hardware, such as computers, monitors, and printers. Travel will be required on occasion to outlying offices as needed.
• Position requires travel between multiple offices periodically as required.

  
Minimum Requirements:

• BS or BA in Information systems, Information Technology, Computer Science or related technology degree and two years of prior experience in a Windows administrative role, OR an AA in information systems with three years prior experience in a Windows administrative role.
• Proficient with MS office suite.
• Basic knowledge of networking principles, file sharing and file security.
• Excellent knowledge of computer systems, office equipment and mobile devices.
• Experience with Office 365 and e-mail support.
• Experienced in network printing and scanning.
• An adaptive, quick learner.
• A strong moral compass and customer service oriented.
• Excellent time management skills, good written, verbal and proof-reading skills.
• Detail oriented and the ability to exercise sound judgement and complete majority of tasks independently.
• Ability to work in and contribute effectively to a team environment.
• Experience with OneDrive, SharePoint or other file sharing service.
• Experience with ConnectWise, or other remote access software.
• Experience with Zoom, Skype or other videoconferencing platform.
• Prior experience managing IP based phone systems.
• Project Management Skills
• Effective Communication skills
• Customer Service skills
• Complaint/Objection handling skills
• Stress management skills
• Conflict management skills

Desirable Qualifications:

• Experience working in a medium to large enterprise with a focus on CRM and case management systems.
• Experience working in non-profit organization or Law firm
• A directly related higher degree from an accredited institution may be substituted for up to 1 yr of experience.

Compensation & Benefits:

• Starting hourly rate $24.25/hr. (increases based on relevant experience)
• Comprehensive benefits package: 4% match for the 403b retirement plan with immediate vesting; Medical, Dental, Vision, Life, Disability coverage; and more
• Generous time-off and work-life balance: 13 paid holidays, 3 weeks’ vacation for the 1st year of employment, and 37.5-hour workweek
• Reimbursement for travel expenses (mileage, etc.)
• See all benefits here: https://bals.org/careers#benefits

This position requires successful completion of a level II background screening based on the required duties and responsibilities.

How to Apply: 

• Send resume and cover letter to recruiting@bals.org.
• Include where you applied for this position (ex: bals.org, LinkedIn, Indeed, etc.).

Bay Area legal Services is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran.