Technical Support Specialist

About the role

Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and Asia that represents clients in litigation and arbitration, regulatory and policy, intellectual property, and transactional and corporate matters. The firm is internationally recognized for representing Fortune 500 companies in high-stakes litigation and government-facing matters, as well as its ongoing commitment to pro bono service and diversity, equity, and inclusion. At Crowell & Moring, exceptional client service begins with exceptional people. We are committed to delivering responsive, high-quality, and professional service to our clients and to one another, while continuously elevating standards of excellence across every aspect of our work.

Responsibilities

• Resolves incoming requests for assistance from customers experiencing problems with hardware, software, networking, and other computer related technologies in compliance with service level agreements.
• Analyzes and resolves problems according to shifting priorities, time frames and resources, as well as documenting resolutions in call tracking system.
• Effectively documents all support calls into Service Desk ticketing system and, if necessary, escalates calls to proper internal or external support person. Monitors progress through resolution.
• Monitors support activity and informs team/manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.
• Troubleshoots, diagnoses and identifies failing/failed parts or systems through the use of hardware diagnostic software and routines.
• Installs, configures, tests, maintains, monitors, and troubleshoots customer workstations and related hardware and software in order to deliver required service levels.
• Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery.
• Participates in special projects as requested.
• Performs testing and evaluation of new technology solutions.
• Consistently models the highest levels of client service orientation and professionalism.
• Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities.
• Continually improves client service through diligent, thoughtful and timely execution of support requests.
• Participates in the after-hours on-call rotation, providing on-call 24x7 technical support.

Knowledge, Skills And Abilities

• Advanced personal computer skills including hardware, operating system and software knowledge, and legal applications (iManage, ChangePro, Litera, etc.).
• Ability to troubleshoot Microsoft Office Applications and Windows OS.
• Legal application knowledge preferred (iManage, ChangePro, Litera, etc.).
• Demonstrated ability to communicate clearly and effectively, both orally and in writing with attorneys, staff and external contacts.
• Ability to communicate technical concepts to non-technical users.
• Ability to provide quality client service to both internal and external contacts, regarding matters of a routine nature.
• Demonstrated ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
• Demonstrated ability to work effectively both independently and with others in a cooperative, enthusiastic and friendly manner to accomplish position functions and participate in team efforts.
• Ability to safely lift, move and carry items weighing up to 50 lbs.

Education

The position requires a Bachelor’s Degree in an IT related field or specialty. Equivalent training and experience may substitute for education.

Experience

The position requires a minimum of two (2) years of increasingly responsible, directly related experience during which knowledge, skills and abilities applicable to the position were demonstrated.

Pay

• $61,000 – $90,000 – Washington DC, Orange County, Los Angeles
• $70,000 – $100,000 – San Francisco

Our Firm is committed to fair and equitable compensation practice in accordance with applicable laws. Additional compensation may include a discretionary bonus. The salary for this position may vary based on location, market data, an applicant’s skills and prior experience, certain degrees and certifications, and other factors.

Benefits

• Healthcare, vision, dental, and retirement benefits
• All-purpose leave
• Back-up childcare
• Wellness programs
• Cultural events and social activities