It Support Specialist

About us

Gilchrist Connell is a leading insurance sector law firm operating across all Australian jurisdictions from its five offices in Adelaide, Sydney, Perth, Melbourne and Brisbane.

In 2023, Gilchrist Connell was recognised by Australasian Lawyer as Insurance Specialist Firm of the Year, and for the fourth consecutive year as an Australasian Lawyer Employer of Choice.

We are certified as a Family Friendly Workplace and Great Place to Work and have a genuinely positive work culture, built on transparency in feedback, support of flexible working practices, and access to leading support programs and employee benefits to support employees to meet their work, family and wellbeing needs.

Gilchrist Connell values inclusion and is committed to delivering a workplace where all employees can bring their whole selves to work. The firm is proud to be certified as compliant with the Workplace Gender Equality Agency (WGEA) and is proactive in embedding inclusion through the work of the firm’s inclusion committee. We also support the communities in which we work through our charitable giving, volunteering and pro bono contributions.

What do we offer you?

• A great and dynamic culture! Our firm has a true collegiate buzz and is growing in response to client demand. Our partners are accessible and supportive and have a genuine willingness to involve you in client relationships at a high level.
• Flexibility to manage your time. Be efficient, get your work done, and go enjoy your personal life.
• Responsibility for and meaning in your work. We believe that you have to enjoy your work and be given the ownership to make decisions and solve problems for sophisticated and knowledgeable clients.
• We are committed to fostering a truly diverse and inclusive workplace so that all our people can flourish and fulfil their highest potential, for the benefit of our people, the firm, and our clients.
• We value our role as a corporate citizen by putting words into actions through our pro bono legal services, volunteering and community giving.
• Access to professional development opportunities through our internal CLE program and leading external providers.
• A competitive salary and firm wide, team or individual incentives when you least expect it but deserve it.
• Managing Vicarious Trauma training will be provided if you are dealing with sensitive matters.
• Group Salary Continuance (GSC) at the firm’s cost.
• Parental leave over and above government entitlements.
• Comprehensive Wellbeing support through our Wellbeing EAP Provider which is available to you and your family.

Why the role?

An exciting opportunity is now available to join the shared services team as an IT Support Specialist in our Adelaide office. We are looking for someone who is available to work full-time, 5 days per week. Our high performing team is committed to excellence for our clients as well as managing your own lifestyle and wellbeing; we have high expectations of our work but also an understanding of when to let your hair down and switch off. 

In this role, you will be a key partner to a variety of functions in the wider business, providing first and second level IT support service, training and guidance to our team across Australia. 

our key responsibilities:

• Provide first and second level IT helpdesk support to internal partners and staff (users) across the firm in a wide range of systems and applications, including but not limited to Microsoft Outlook, Word, Excel and PowerPoint, Elite 3E, LexisNexis Affinity and iManage Work.
• Maintain a high customer focus and emphasis on client service delivery in the carrying out of all functions and undertake other appropriate tasks as assigned.
• Log and manage all support requests/issues, resolving issues promptly at first point of contact and escalating where necessary for further investigation and resolution.
• Build and maintain working relationship with support staff from key third party vendors.
• Assist users in advanced functions of various software applications.
• Provision of afterhours IT support when required.
• Assist in the setup, maintenance and support of all IT infrastructure hardware and software including desktops, laptops, MFD's, phones and mobile devices.

System Administration:

• Manage all levels of incident tickets to resolution.
• Assist in the monitoring of all core systems health and availability.
• Diagnose and repair system problems, working closely with the IT team and vendor support.
• Assist with installations, patches, upgrades, capacity planning and performance tuning.
• Assist in the setup, maintenance of all IT desktop, laptop and printer hardware.
• Maintain and monitor compliance with security policies, antivirus, and patch status.
• Prepare documentation for distribution to users so they can solve frequently needed maintenance/configuration issues.
• Participate in project initiatives as required by the business.
• Create and maintain user accounts.

To be successful in this role, you will have:

• Experience as a Service Desk / Help Desk Specialist (1-2 years desirable);
• Ability to facilitate, gather and document information to make it meaningful;
• Excellent communication skills with the confidence to liaise with a range of internal and external clients;
• Strong and well-developed troubleshooting and problem-solving skills;
• Experience with Microsoft Windows Server, Active Directory, and Microsoft 365;
• Some scripting skills, including PowerShell, VBScript, VBA is desirable;
• Experience or exposure to public cloud virtualisation technologies including AWS and Microsoft desirable.