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Plant Accountant

WilmerHale

Plant Accountant

Boston, MA
Full Time
Paid
  • Responsibilities

    Working under the Service Desk Manager, the Deskside Support Supervisor supervises the work of the deskside team in Boston, which includes authority for individual performance and adherence to Human Resources and IS policies & procedures by the team members under the management of the Deskside Support Manager.  Additionally, the position is responsible for ensuring adherence to IS’ ITIL-guided work processes, prioritizing Incidents and Service Requests assigned to the deskside team, assigning tasks as needed, working with the Support Specialists and Support Technicians to ensure an adequate inventory of imaged laptops and desktops is maintained, working with the hardware technicians to maintain adequate inventory of peripherals and spare parts, and coordinates the setup of new lawyers and staff, including summer associates.  Oversight for the AV function, Visitor Offices and the Corporate Apartments in their respective cities is part of the Deskside Support Supervisor’s responsibilities.  The Deskside Support Supervisor also functions as a Support Specialist, for up to 50% of their day, and provides technical support to office staff and lawyers to resolve PC software, PC hardware, personal data assistant, telephone, multimedia, printing and connectivity problems.  Configures and installs new or replacement PC’s, personal data assistants/SmartPhones, printers, telephone systems and other technology tools.  Provides daily and after-hours network, computer operations and telephone support as necessary.  Supports meeting-related data connectivity, including setup & support of video and telephone conferences, and multimedia projectors as necessary to assist the Audio/Visual Support personnel.  Advocates to attorneys & staff (“customers”) the firm’s technology “best practices” based on what is identified by the trainers, other members of Workplace Support and other IS groups to ensure that customers can work most efficiently & productively.

     

    PRINCIPAL DUTIES AND RESPONSIBILITIES*

    • Supervises the work of the deskside support team to ensure timely completion of Incidents and Service Requests.

    • Supervises the team and individual performance of the Deskside Support team members including adherence to HR and IS policies & procedures on attendance, time-reporting, and work processes.

    • Provides input to the Deskside Support Manager for the annual and semi-annual performance reviews of the Deskside Support team in each applicable office. 

    • Conducts a daily review of all outstanding events in the Axios assyst Service Management tool for the deskside support team to make sure outstanding Incidents and Service Requests are resolved. Assigns tasks to deskside support team members as appropriate and supervises the completion of said assignments. 

    • Monitors Meeting Room Manager (conference room scheduling tool) to ensure timely response to requests for meeting setups, including videoconferences. 

    • Follows up on customer dissatisfaction issues in order to understand the reason for dissatisfaction, determine if remediation is possible, and establish service improvement opportunities to be implemented under sponsorship of the Deskside Support Manager or others in Workplace Support Management.

    • Works closely with the Deskside Support Manager to facilitate the efficient and effective functioning of Deskside Support. 

    • Provides customer support for all LAN- based and PC-based applications offered by the firm, including support of remote access from non-firm systems. 

    • Sets up, configures, and supports new and replacement firm-provided laptop & desktop PC’s and personal data assistants/SmartPhones, printers, and other related technology for attorneys & staff. 

    • Identifies, researches and resolves technical problems through coordination with others in Workplace Support. 

    • Responds to telephone, email and in-person requests for technical support. 

    • Directly or guiding the Deskside Support team, works with the attorneys and staff to ensure that they understand how to use the technology tools available to them to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues. 

    • Provides multimedia meeting support as necessary to assist the Audio/Visual Support personnel, including the support of projectors and video & teleconference systems. 

    • Assists in testing new software & hardware and provides feedback as necessary. 

    • Perform other work as assigned, including contributing to or leading IS projects, as appropriate. 

    • Contributes to the firm's Service Excellence initiative to consistently improve its image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.

    Required Skills

    • Proven experience leading, supervising, or managing a technology or customer support team of similar size and in a similar-sized work environment.
    • Excellent interpersonal skills, as necessary to work effectively with people at all levels at WH.
    • Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience.
    • Strong conceptual knowledge of software and hardware configurations and software applications.
    • Demonstrated ability to prioritize work and complete assigned tasks and projects in a timely manner.
    • Good understanding of the business needs of the Firm and the role Deskside Support plays in supporting those ends.
    • Demonstrated ability to effectively use PC-based word processing, on-line technology, database, presentation and spreadsheet software currently in use at WH.
    • Clear articulation of activity, solutions and business needs in electronic format, such as email. Familiarity with issue & request tracking in a service management tool.
    • Demonstrated ability to provide face-to-face, telephone and email support.
    • Excellent project management and organizational skills, including the ability to work effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
    • Excellent analytical skills, including the ability to compile, review, and determine logical conclusions or recommendations based on data and information, which is varied in content and format.

    Education: 

    • High school diploma or equivalent required. College degree preferred with substantial coursework in information systems or equivalent experience.  Microsoft Office Specialist certifications (MOS) in Word and Outlook and Certified Professional certification(s) strongly preferred.
    • Management certification or degree preferred.

    Required Experience

    • Minimum 3 years experience in a structured customer service technology position including two years of hands-on PC hardware, operating system and software support. Prior leadership or supervisory experience preferred.  Must have advanced experience with Microsoft Windows XP and Microsoft Office 2003.  Experience with remote access technologies, including VPN, wireless and dial-up, and effective performance of Internet research and specialized programs to support the legal community (e.g.: Lexis, Westlaw, etc.) are required.

    WilmerHale is an Equal Opportunity Employer.  All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

  • Qualifications
    • Proven experience leading, supervising, or managing a technology or customer support team of similar size and in a similar-sized work environment.
    • Excellent interpersonal skills, as necessary to work effectively with people at all levels at WH.
    • Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience.
    • Strong conceptual knowledge of software and hardware configurations and software applications.
    • Demonstrated ability to prioritize work and complete assigned tasks and projects in a timely manner.
    • Good understanding of the business needs of the Firm and the role Deskside Support plays in supporting those ends.
    • Demonstrated ability to effectively use PC-based word processing, on-line technology, database, presentation and spreadsheet software currently in use at WH.
    • Clear articulation of activity, solutions and business needs in electronic format, such as email. Familiarity with issue & request tracking in a service management tool.
    • Demonstrated ability to provide face-to-face, telephone and email support.
    • Excellent project management and organizational skills, including the ability to work effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
    • Excellent analytical skills, including the ability to compile, review, and determine logical conclusions or recommendations based on data and information, which is varied in content and format.

    Education: 

    • High school diploma or equivalent required. College degree preferred with substantial coursework in information systems or equivalent experience.  Microsoft Office Specialist certifications (MOS) in Word and Outlook and Certified Professional certification(s) strongly preferred.
    • Management certification or degree preferred.