WilmerHale is a leading, full-service international law firm with over 1,000 lawyers located throughout 13 offices in the United States, Europe and Asia. Our lawyers work at the intersection of government, technology and business, and we remain committed to our guiding principles of providing quality, outstanding legal and client services; developing diversity among our lawyers and staff and fostering an environment that promotes an ambitious spirit, teamwork and collegiality by drawing on the exceptional talents and dynamic experience of our lawyers. Our goal is to reflect the diversity of our clients and the communities in which we practice.
Are you ready to join us?
What You Will Be Doing
Under the supervision of the Workplace Support Manager, the IS Support Specialist provides both onsite and remote technical support to the office, supporting the firm’s attorneys, staff and visitors in the resolution of computer software, hardware, mobile device, telephony, multimedia, printing, and connectivity problems.
The Specialist is responsible for providing onsite support for the office(s) they are responsible for, including configuring and installing new or replacement computing systems, mobile devices, printers, telephone systems, and other technology tools. They also provide daily and after-hours network, computer operations, and telephony support as necessary, both for planned and unplanned occurrences. The Specialist supports meeting-related data connectivity, including setup and support of Audio Visual (AV) systems including video conference, audio conference, and presentation systems necessary to ensure successful delivery of AV services for the firm’s attorneys, staff, and visitors.
Through remote telephone and email interaction, the Specialist supports the internal customers of the firm in the effective use of the software and hardware tools and systems provided to them, including network and remote connectivity, to ensure their ability to work productively and efficiently. In doing so, the Specialist advocates the firm’s technology “best practices” to customers to ensure they and firm visitors can work efficiently and productively, and with the highest customer satisfaction.
About This Role
- Provides onsite and remote (telephone, email, voice, chat, web share, and possible external visits) customer support for all network-based, computer-based, and mobile device-based applications and hardware offered by the firm or enabled by the firm, such as personal mobile devices and computers used to access firm resources.
- Resolves most customer issues at the first interaction. Troubleshoots customer issues by referencing personal knowledge, peer information, service management system, the IS Knowledgebase, Internet research services, and other resources.
- Sets up, configures, and deploys laptop and desktop computers, mobile devices, and approved printers for attorneys and staff. This includes providing how-to instruction as necessary to ensure usability and as a complement to the services of IS Technology Training.
- Provides multimedia meeting support as necessary for Audio Visual (AV) systems including video conference, audio conference, presentation systems, and computer and mobile systems necessary to ensure successful delivery of AV services for the firm’s customers and clients.
- Support firm visitors in their ability to utilize technology enabled for them by the firm, including: wireless guest network connectivity, guest printing, and setup of non-firm systems in conjunction with their work with firm personnel, including computers, mobile devices, and deposition or interview-related technology.
- Identifies, researches, and resolves technical problems independently and through coordination with others in IS Workplace Support.
- Responds to telephone, email, Instant Message (IM), desktop video, and in-person requests for technical support. Tracks and monitors all issues to ensure timely and effective resolution in the IT Service Management (ITSM) system and abiding by IS’ ITIL v3-guided processes, escalating to others in IS Workplace Support, overall IS, and vendors as necessary to realize issue resolution.
- Works with customers to ensure 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.
- Identifies areas in which IS Workplace Support can benefit from improvement in technical and customer service skills, working with the Workplace Support Manager, IS Technology Training and, as appropriate, Office Administration to realize the delivery of necessary training.
- Demonstrates sound judgment in providing workarounds to customer Incidents and Service Requests that cannot be resolved initially, while researching or engaging the Workplace Support Liaisons or appropriate assignment groups for long-term solutions to the Incident.
- Escalates support issues to senior members of IS Support or other IS Support teams through both the service management tool and other methods, including telephone, email, and in-person for urgent issues. Follows up with customers on resolved issues and maintains regular status communications with customers in the event their issue requires extended periods of time to resolve. Also tracks all actions and status updates in the service management system.
- Assists with deployment and support of firm-wide rollouts of new technology as required and under the supervision of the IS Service Desk Manager.
- Performs daytime, after-hours, and weekend computer, mobile device, telephony, AV, and network support on behalf of IS Workplace Support, IS Applications Services, and IS Infrastructure Services, which may require short notice to travel to the office outside of normal business hours in the event of system outage events.
- Assumes additional responsibilities as assigned, including performing project-related work.
- Contributes to the Firm's overall 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, in-person, over the telephone and through email.
Required Skills
What You Will Bring
- Exceptional customer service, attitude, and organizational skills.
- Demonstrated thorough knowledge of current operating system environment(s), equipment platforms, (including PCs and Mac OS as well as mobile device platforms, including iOS and Android), office productivity software and remote access methods.
- Excellent interpersonal skills, as necessary to work effectively with people at all levels at WilmerHale (WH).
- Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience. Clear articulation of activity, solutions, and business needs in electronic format, including video conference, email, IM, and computer and mobile video, as necessary to communicate and coordinate with peers, others in IS, and the overall firm customer base, including firm clients.
- Demonstrated ability to provide face-to-face, telephone, email, IM, and video-based support.
- Familiarity with ITILv3 service management processes, focused on Incident Management and Request Fulfillment, and related event tracking in a service management tool.
- Ability to respond to requests with a heightened sense of urgency in high-pressure circumstances.
- Ability to work successfully with general supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
- Solid 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) and ITIL v3 Foundation certification strongly preferred.
Experience:
- Minimum 3 years’ experience in a structured client service technology position including hands-on computer & mobile device hardware, operating system, AV, and software support.
- Must have advanced experience with Microsoft Office 365.
- Experience with iOS, Mac OS, and remote access technologies, including VPN, wireless, and Citrix strongly preferred.
This job description is intended to describe the general nature and level of the work being performed by employees in the position. It is not intended to be a complete list of all responsibilities, duties, and skills for positions. The firm reserves the right at all times, in its sole discretion, to add or subtract duties and responsibilities, as it deems necessary.
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.
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Required Experience