Position Summary 

The IT Online Services and Support Specialist’s primary responsibilities are to provide Level 1 support to resolve technical support requests, support the progression of projects, and provide technical support and advice. In addition, they are responsible for monitoring and triage of shared mailboxes for communication, website content, and online communities technical assistance, as well as data quality tasks to ensuring good data in the association management system. 

Specific Responsibilities 

Help Desk Support 

• Owner of enterprise Help Desk process  
• Provide first-line IT support for internal staff and external users. 
• Deliver professional, empathetic, and patient technical support 
• Communicate complex technical solutions in clear, understandable language 
• Maintain a positive and solution-oriented approach during user interactions 
• Practice active listening to fully understand user technical challenges 
• Consistently demonstrate professionalism and respect in all support interactions 
• Follow up on support tickets to ensure complete user satisfaction 
• Manage user expectations through transparent and timely communication 
• Adapt communication style to diverse technical skill levels 
• Collect and incorporate user feedback to improve support processes 
• Create best practice quick answers in support platform based upon tested solutions/workarounds.  
• Conduct root cause analysis for recurring technical problems. 
• Harness and curate trigger words for listeners on tickets in support platform.  
• Escalate and transcribe into Level 3 ticketing platform.  

IT Support 

• Monitor and respond to support, member help (onlineservices), and noreply inboxes 
• Monitor and run rules in bcc inbox to move to appropriate folders. 
• Aid staff in technical onboarding/offboarding procedures.  
• Assist with system administration of ILTA’s backend systems.  
• Develop and maintain technical documentation for IT processes and system configurations. 
• Track and analyze key performance indicators (KPIs) for technical support and IT Operations. 

Website Administration and Community Management 

• Set up new communities  
• Test and deploy new functionality for communities   
• Act on email delivery issues tied to community  
• Perform large scale audio/video/PDF uploads and management to resource libraries on website  
• Provide community stats to staff and volunteers, miscellaneous reporting requests  
• Create and manage automation rules in Communities platform (types: email; ribbon; demographics; security groups; and community membership)  
• Manage digital ribbons that appear on member profiles   
• Assist with managing, maintenance, and editing the Association’s website. 
• Post ILTA job descriptions to the Career Center 

Association Management System Support 

• Promote data quality by ensuring new user accounts are valid with clean member data, making employment relations, and merging duplicate accounts if created by user  
• Monitor new accounts created and route prospective members and prospective sponsors to Membership staff and Business Development staff respectively 
• Assist with system upgrade back-office testing (User Acceptance Testing)  
• Manage email bounces, "mailbox no longer valid", "user unknown" issues  
• Run/create ad hoc reports  

Requirements 

Experience: 

• No prior work experience required; internships or volunteer IT roles are advantageous.  
• Experience in customer service or support roles is a plus. 

Technical Skills: 

• Basic understanding of computer hardware, software, and networking concepts. 
• Familiarity with operating systems, including Windows, macOS, or Linux. 
• Knowledge of Microsoft Office Suite and other common productivity tools. 
• Ability to troubleshoot and resolve technical issues related to hardware, software, and networks. 
• Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk, or Jira) is beneficial. 
• Basic understanding of cybersecurity principles (a plus). 

Interpersonal Skills: 

• A customer-service-oriented attitude and a problem-solving mindset. 
• Willingness to learn and adapt to new technologies and systems.  
• Strong communication and interpersonal skills to assist users of varying technical expertise. 
• Ability to work independently and as part of a team. 
• Excellent organizational skills and attention to detail. 

Internal Relations 

• Reports to the Manager of IT Operations.  

• Provides support to all staff with IT questions or issues.  

External Relations 

• Provides support to ILTA members and business partners.  

• Responsible for maintaining a positive appearance and avoiding bringing negative publicity to the company. 

About ILTA

The International Legal Technology Association serves the professional needs of more than 24,000 U.S. and international legal technology professionals and their organizations. Our core values—respect, commitment to members, sharing of information and promoting lifelong learning—drive all we do to support the peer-driven organization that is ILTA. ILTA staff demonstrates excellence throughout 5 main areas of our organization: Membership, Events, Business Partnerships, Marketing and Communications, Technology/IT/Operations. Our focus is to achieve results for our membership and the legal technology profession at large. Much of the value we provide as an association occurs through the coordinated efforts with our global volunteer membership teams. ILTA offers a comprehensive benefits package that includes medical (PPO, HSA, and HMO plan options), dental, vision, life insurance, team member assistant programs, long term disability options, and flexible spending accounts. In addition, there are employee-paid supplemental options including pet insurance, legal aid and other discounted benefits. We offer paid vacation, sick time and holidays. ILTA is an equal opportunity employer of p...rotected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment in open positions without regard to race, ethnicity, gender, color, religion, sex, age, marital status, ancestry, citizenship, physical or mental disability, medical condition, veteran status, sexual orientation or any other protected characteristic. All personnel actions, such as compensation and benefits will be administered in accordance with the principles of equal employment opportunity. ILTA encourages the referral of qualified individuals with disabilities, veterans, women and minorities. ILTA Core Values: These are the beliefs and behaviors that inform everything we do as an organization: Respect our colleagues; Commit to the highest standards of professionalism; Provide unbiased and accurate information; Maintain the highest ethical standards; Nurture skills and talents to promote lifelong learning; Develop and enhance strategic relationships; Provide opportunities to celebrate volunteers and maximize their value to foster a trusted resource community; and Foster diversity, equity and inclusion throughout the ILTA community.

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