• Provide personalized, white-glove support and coaching to lawyers and staff on firm applications, hardware, mobile devices, and security best practices
• Manage and triage incoming Service Desk tickets. Provide regular written or verbal follow-ups with users, maintain clearly written and comprehensive ticket work notes, and resolve tickets in a timely manner
• Keep professional skills current by taking relevant training and continuing education courses. Apply and share these skills back on the job to the betterment of the department and firm
• Maintain high quality standards within the team by supporting good practices and habits. Identify and encourage areas for growth and improvement within the team
• Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members, leadership, and other affected parties
• Quickly provide Level II and Level III technical advice/support, installation/configuration, troubleshooting assistance, and problem resolution for PCs (both laptops and desktops), printers, applications, smartphones, mobile devices, telephones, remote access, and document transfers through all Service Desk support channels
• Manage multiple tasks from initiation to closure in an organized fashion. This includes the setting of expectations, communication of progress and issues, identification and escalation of risks, and prioritization of tasks. Document all support interactions and their resolutions in the incident tracking database.
• Provide Service Desk call center backup for the Information Technology (IT) Support Analyst team
• Seek opportunities to help attorneys and staff leverage our existing technologies within their workflow of delivering legal services to clients. Document the successes for the benefit of others
• Maintain awareness and adherence of security measures, policies, methods, and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data. Promote a culture that promotes information security as an integral part of IT architecture and business processes
• Provide support for all audio/visual needs within the local office. Partner with Lead AV Specialist and colleagues in all offices to ensure meetings are setup on time and executed without issues. (Not applicable in Seattle.)
• Travel, provide after-hours support, and work non-business hours as necessary

Join us if you have:

• 3+ years’ experience in a law firm providing direct hardware and software support; experience providing knowledge transfer and technical training preferred
• Bachelor's Degree in IT or related field preferred
• Expert understanding of desktop, laptop, mobile device, printer, various Windows OS, and Microsoft 365/Office Suite support and coaching
• Superior troubleshooting, decision-making, follow-up, follow-through, and priority setting skills; demonstrated ability to practice good judgment
• Tenacious problem-solving skills with attention to detail and quality control
• Exceptional organizational, interpersonal, and customer service skills; ability to handle stressful situations in a calm, composed manner while maintaining focus on the objectives at hand
• Demonstrated ability to quickly learn new technologies, to understand the value-added, and pass that knowledge on to others
• Excellent communication skills, both verbal and written, with all levels of a professional services organization are required. Must be able to communicate easily with stakeholders about their requirements, expectations, and risks within the context of a given effort
• ITIL Foundations or equivalent
• Skilled at using ticketing system (ServiceNow)

Who We Are

What’s in it For You?

• Choice of health and vision insurance plans
• 2 paid volunteer days for qualifying community service work
• Dental plan
• Fertility and adoption benefit
• Paid sabbatical after 13 years of service
• Tuition reimbursement
• Commuter benefits
• Retirement contribution