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Application Support Specialist

Department: IT

Reports To: Manager of End User Experience

Location: Dallas

FLSA: Non-Exempt

Jackson Walker, the largest law firm in Texas, has an exciting full-time employment opportunity for an Application Support Specialist in our Dallas office. The Application Support Specialist serves as a primary point of contact for end-user technology support, responding to requests, troubleshooting issues, and ensuring timely resolution of incidents. This role supports firm-approved applications and technology, documents solutions, and collaborates with internal teams and vendors to maintain optimal system performance and user experience.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide first- and second-level support for firm-approved applications and technology equipment.
• Respond to user inquiries via phone, email, or ticketing system with a high level of customer service.
• Document all service requests, troubleshooting steps, and resolutions in the incident management system.
• Manage the flow of incoming support requests and ensure timely follow-up.
• Troubleshoot application issues and serve as a liaison between users, internal teams, and external vendors.
• Maintain in-depth knowledge of assigned applications and serve as a subject matter expert where applicable.
• Monitor recurring issues and identify trends to improve system performance and user experience.
• Participate in the application lifecycle, including installation, testing, deployment, support, and upgrades.
• Develop and maintain knowledge base articles and documentation for end user support.
• Collaborate with project teams on application updates and enhancements, ensuring effective communication across stakeholders.
• Build strong relationships with end users, departments, and practice groups to understand and support business needs.
• Communicate technical information clearly and effectively to non-technical users.
• Perform additional duties and special projects as assigned.

QUALIFICATIONS:

• Bachelor’s degree in MIS, computer science, business administration, or equivalent experience preferred.
• Minimum of 3 years’ experience in an IT helpdesk or application support role, preferably in a professional services environment.
• Advanced proficiency in Microsoft Office and Microsoft 365 applications.
• Strong problem-solving and critical thinking skills with the ability to diagnose and resolve technical issues.
• Ability to communicate complex technical concepts clearly to diverse audiences.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Ability to work independently and follow through on assignments beyond service requests.
• Strong interpersonal skills with a focus on customer service and collaboration.

Working Conditions:

This position operates in a professional office environment with standard equipment. The role may require occasional travel, lifting of equipment up to 30 pounds, and availability for overtime as needed to support business operations.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, pregnancy, genetic information, or any other characteristic protected by applicable federal, state, or local law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.

If you require a reasonable accommodation to complete the application or interview process, please contact us at BusinessProfessionalRecruiting@jw.com