Job Details

Senior User Support Specialist (LAW FIRM)

Washington, DC, United States
  • Employment Type: Direct Hire

Our client, one of the preeminent law firms in the world, is looking for a team or several individual contributors to fill multiple user support specialist roles in their Washington, D.C. office. The right candidate for the Senior User Support Specialist role will demonstrate the highest caliber of customer service possible and have experience supporting high-stake, high-demand, high-intensity users. Candidates with law firm, banking, brokerage, or financial experience are highly desired. This role requires the ability to maintain and set up physical and virtual conference rooms regularly, handle incoming user needs in rapid succession, and participate in firmwide project roll-outs of technology initiatives. Being a power user of mobile and tablet technology is a must. The ability to rapidly prioritize tasks and then properly set expectations with users and administration is paramount to success in this role. We will consider a team of three looking to move together! We will also consider individuals looking to be part of a newly-formed team. Send resumes to [email protected].

Responsibilities:  

  • Provides focused support for all end-user technical and application software problems at a Tier two level both desk-side and virtually via remote control and phone support; acts as primary interface with end users when investigating and resolving problems
  • Delivers exceptional customer service through consulting, installation, support, training, and troubleshooting for the end-user community as well as practicing the following customer support skills: face-to-face, telephone, internet and email skills, reliability, timeliness and effectiveness; provides support to and understands the needs of executive end users
  • Handles one-on-one training; most offices do not have a designated trainer, ad hoc training will be the responsibility of the local User Support Specialist; User Support Specialists will identify training opportunities when troubleshooting end user problems both desk side and virtually; for example, taking the opportunity to teach, tutor and instruct attorneys and staff on Firm technology (e.g. software applications, hardware/devices, access methods, etc.)
  • Possesses ability to perform work independently without the need for regular supervision
  • Possesses problem solving expertise - clearly isolates and defines problems, taking steps to resolve them before they become larger and more critical; collects and analyzes data to establish facts and draw valid conclusions, asks others for their opinions, suggestions, and ideas; maintains a proper sense of balance of the perspectives and agendas of others
  • Possesses planning/organizational skills - uses time effectively, works at a high level of energy, monitor important details and plan weekly and daily actions; thinks systematically by considering the overall system and how to improve it
  • Assesses project requirements, identifying challenges and competing issues; offers ideas and suggestions for hitting expected project and task deadlines
  • Demonstrates an acute sense of attention to detail
  • Possesses technical expertise - must have strong application support and desktop support skills with hands-on hardware troubleshooting experience (desktop, laptop, printer, wireless devices, audio/visual devices); ability to support users both in person and remotely
  • Assists department colleagues in resolution of technical issues
  • Tracks all calls in Footprints Help Desk ticketing software providing the level of detail necessary to ensure the information entered is accurate and will be useful in knowledge sharing; ensures ticket response and resolution meet current department service level targets; reviews open tickets on a daily basis and provide status updates if ticket cannot be closed; responsible for ticket ownership including end user updates and communication as well as documenting steps from consultation with Tier three resources in order to solve issues
  • Performs testing of software applications, upgrades, security patches as deemed necessary, utilizing the Firm’s test matrices to ensure the usability of the Firm’s core PC applications suite as well as application performance and system performance stop watch testing
  • Participates on project teams including small to large size projects, effectively meets project milestones, deadlines, and target dates; works closely with project managers to understand defined and scheduled tasks
  • Communicates clearly both orally and in writing; understands and conveys technical concepts clearly and concisely to both technical and non-technical audiences; establishes and maintains continuous, positive, cooperative communication with end users and keep them informed as to status; informs team members about new knowledge, methods, technologies, and other developments
  • Other duties may be assigned

Requirements:

  • Bachelor’s degree and significant experience in the IT field working in a support role is required; some experience in end user support preferred; professional services experience highly desirable
  • Technical expertise in application and desktop support with hands-on hardware troubleshooting experience for desktops, laptops, tablets, printers and other peripherals as well as wireless devices such as iPhones and iPads; extensive experience with MS Office 2016 or greater, Windows 10, NetDocuments document management system and other legal specific core applications; experience with audio/visual set ups for meetings, GoToMeeting® set ups, Skype for Business meeting setups, Video Conference setups
  • Strong knowledge of application testing, maintenance and application compatibility in a professional services environment (preferably a large law firm); thorough understanding of technologies that can be applied to Firm operations and enhance working efficiency
  • Excellent organizational and planning skills and strict attention to detail with ability to prioritize multiple tasks and projects to meet deadlines; exhibits independent thinking and decision making; possesses tolerance for uncertainty and an ability to prioritize and complete simultaneous projects with minimal supervision
  • Communicates clearly and effectively both orally and in writing; understands and conveys technical concepts clearly and concisely to both technical and non-technical audiences; establishes and maintains continuous, positive, cooperative communication with end users and keep them informed as to status; informs team members about new knowledge, methods, technologies, and other developments
  • Ability to work overtime when needed; works occasionally requires more than 40 hours per week to perform the essential duties of the position
     

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