Sr Desktop Support Specialist

About the role

The Senior Desktop Support Analyst at K&L Gates provides support for a group of offices within the assigned region. They own problems from beginning to end, using elevated accounts and advanced analysis to troubleshoot issues, restore service, and identify and correct issues. Daily responsibilities include excellent communications and customer service skills, interacting with end users and fellow Desktop Support staff.

Responsibilities

• Assume ownership of escalated tickets involving more complex issues from other IT groups; manage vendor relationships on cloud-based applications
• Responsible for requests assigned to regional office queue in ITSM software for tickets; engages customers locally and remotely to resolve issues in a timely manner
• Own issues through resolution; including research, install, and troubleshoot software as necessary to meet needs of firm practice groups or individuals
• Actively listen to, and understand customer requests and inquiries; build rapport with each customer to provide exceptional service
• Effectively communicate with end users and interact with all IT personnel to resolve problems in a quick, timely manner
• Manage and utilize time effectively to meet required service levels for improved customer satisfaction and prompt incident resolution
• Report daily recurring issues and status project tasks to the Team Lead and Desktop Support Manager
• Develop and deliver new hire orientation both locally and remotely
• Provide support to all offices which includes travel to as required
• Assist Engineering groups on a case by case basis with computer closets, server rooms and data centers
• Local and remote office inventory tracking

Requirements

• Bachelor’s degree or equivalent experience with 3+ years of related Information Technology work experience
• Good verbal and written communication skills with the ability to work with operations and business areas of the firm
• Familiarity with software applications used in the legal industry (i.e. document management, docketing, legal records, library management, or electronic discovery)
• Previous experience in a technical support role, preferably supporting a national or international client base
• Solid analytical and problem-solving skills to understand and address customer issues promptly
• Ability to exercise judgment in prioritizing work, responding to customer needs, and in determining when an inquiry requires higher-level involvement
• Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude
• Ability to multi-task, work under pressure, handle interruptions while maintaining flexibility in work assignments
• Ability to maintain professional communication skills by phone, email, and in person with timekeepers and staff
• Maintains awareness of new and emerging technologies and products provided by IT
• Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as organizational structure

Skills

• Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as organizational structure
• Occasional remote access work after hours to provide business continuity

Benefits

K&L Gates offers a comprehensive suite of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time personnel include:

• Health insurance
• Retirement plans
• Flexible spending accounts
• Life insurance
• Disability insurance
• Employee assistance programs
• Professional development opportunities

Pay

$63,000 - $95,000

Schedule

Full-time