Senior Technical Support Specialist

Ropes & Gray•Washington, DC

3d•Remote

About The Position

Looking for a highly qualified and motivated Senior Technical Support Specialist to provide first tier phone support for the efficient resolution of technology problems and requests. This role is responsible for providing in-depth technical support and leading the problem-solving/troubleshooting efforts for internal customers in all domestic and international offices. The Senior Technical Support Specialist receives, prioritizes, documents, and actively resolves end user technical requests via the phone using diagnostic skills, knowledge management and help request tracking tools. This is a work from home position and requires proven ability to work independently with limited direct supervision. The assigned shift is from Monday – Friday, 10am – 6pm EST and may include on-call support on a rotated basis. Occasional travel to a Ropes & Gray office for training or other business needs. An ideal candidate has experience providing support in a legal environment where there is high volume. The Senior Technical Support Specialist position is assigned to the User Support & IT Training Team and reports to the Senior Manager of User Support and Office Services.

Requirements

Minimum of 7 years of experience in a Help Desk capacity.
Excellent telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and attitude at all times.
Expert level knowledge of Microsoft Office 365

Nice To Haves

Law firm experience preferred.
Prior experience and proven success in a work from home capacity preferred
Experience with Windows 11, mobile devices, remote access and document management systems preferred

Responsibilities

Provide exceptional customer service while responding to telephone calls, e-mail and personnel requests for technical support. Track & monitor the problem to ensure a timely resolution and follow-up
Works with callers and other technical support specialists to resolve simple to complex information system problems
Documents, logs and tracks all information relating to customer problems in the ticketing system
Perform day-to-day activities within established service levels & metrics
Works closely with the User Support Management to escalate unusual or recurring problems.
Maintains working knowledge of all Firm deployed applications.
Apply functional knowledge and troubleshooting skills to resolve issues related to problems with mobile devices, Remote Access capabilities (VPN, Citrix, RSA tokens, etc), Document Management system, Microsoft Office Suite, Hardware, Printers & other network devices (Issues are not limited to these areas)
Seeks out opportunities to maximize help desk efficiencies and improve client service level.