Technical Support Specialist

Crowell & Moring•Washington, DC

3d•$61,000 - $100,000

About The Position

The Technical Support Specialist is responsible for providing direct technical support and troubleshooting assistance to attorneys and staff to identify, research, track, monitor and resolve technical issues.

Requirements

Advanced personal computer skills including hardware, operating system and software knowledge, and legal applications (iManage, ChangePro, Litera, etc.).
Ability to troubleshoot Microsoft Office Applications and Windows OS.
Demonstrated ability to communicate clearly and effectively, both orally and in writing with attorneys, staff and external contacts.
Ability to communicate technical concepts to non-technical users.
Ability to provide quality client service to both internal and external contacts, regarding matters of a routine nature.
Demonstrated ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
Demonstrated ability to work effectively both independently and with others in a cooperative, enthusiastic and friendly manner to accomplish position functions and participate in team efforts.
Ability to safely lift, move and carry items weighing up to 50 lbs.

Nice To Haves

Legal application knowledge preferred (iManage, ChangePro, Litera, etc.).

Responsibilities

Resolves incoming requests for assistance from customers experiencing problems with hardware, software, networking, and other computer related technologies in compliance with service level agreements.
Analyzes and resolves problems according to shifting priorities, time frames and resources, as well as documenting resolutions in call tracking system.
Effectively documents all support calls into Service Desk ticketing system and, if necessary, escalates calls to proper internal or external support person. Monitors progress through resolution.
Monitors support activity and informs team/manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.
Troubleshoots, diagnoses and identifies failing/failed parts or systems through the use of hardware diagnostic software and routines.
Installs, configures, tests, maintains, monitors, and troubleshoots customer workstations and related hardware and software in order to deliver required service levels.
Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery.
Participates in special projects as requested.
Performs testing and evaluation of new technology solutions.
Consistently models the highest levels of client service orientation and professionalism.
Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities.
Continually improves client service through diligent, thoughtful and timely execution of support requests.
Participates in the after-hours on-call rotation, providing on-call 24x7 technical support.