Deskside Support Specialist

WilmerHale; Washington (District of Columbia); Hybrid; USD 73,000 - 91,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Paid time off

Holidays

Job summary

WilmerHale, a leading international law firm, seeks a Support Specialist to deliver hands-on and remote technical support across hardware, software, mobile devices, AV, and connectivity. You will assist attorneys, staff, and visitors, ensuring seamless use of firm technology and promoting best practices.

The role requires strong customer service, clear communication, and ITIL-based service management. Travel may be domestic or international to support trials and hearings.

Qualifications

• High school diploma or equivalent required; college degree preferred.
• Professional certifications (MOS, CompTIA, ITIL) strongly preferred.
• Minimum 3 years' experience in a structured client service technology position.
• Experience with remote access technologies and legal industry support is a plus.

Responsibilities

• Deliver onsite and remote technical support for end-user devices, applications, and network connectivity.
• Configure, deploy, and support laptops, desktops, mobile devices, and printers.
• Provide Audio Visual (AV) support for meetings including video conferencing.
• Support visiting clients with guest connectivity and collaboration tools.
• Troubleshoot issues; escalate as needed; log work in ServiceNow per ITIL processes.
• Educate users to improve productivity and reduce repeats; test new tech.
• Provide after-hours/on-site support for outages or events; travel as needed.

Skills

Customer service

Clear communication

End-user support

Hardware & software knowledge

Mobile device support

ITIL-based service management

Problem solving

Education

High school diploma

College degree preferred

MOS certs

CompTIA certs

ITIL certification

Tools

ServiceNow

Job description

WilmerHale is a leading, full-service international law firm with 1,000 lawyers located throughout 12 offices in the United States and Europe. Our lawyers work at the intersection of government, technology and business, and we remain committed to our guiding principles of providing quality, excellent legal and client services; developing diversity among our lawyers and staff and cultivating an environment that promotes an ambitious spirit, collaboration and collegiality by drawing on the extraordinary talents and dynamic experience of our lawyers. Our goal is to reflect the diversity of our clients and the communities in which we practice.

About the Role

The Support Specialist provides onsite and remote technical support to attorneys, staff, and visitors, ensuring seamless use of firm technology. This role delivers hands-on support across hardware, software, mobile devices, AV systems, and connectivity, while promoting best practices and a high standard of customer service.

What You Will Be Doing

• Deliver onsite and remote technical support (phone, email, chat, video, in-person) for end-user devices, applications, and network connectivity
• Configure, deploy, and support laptops, desktops, mobile devices, and printers
• Provide Audio Visual (AV) and multimedia support for meetings, including video conferencing and presentation systems
• Support visiting clients and external users with guest connectivity, devices, and collaboration tools
• Troubleshoot and resolve technical issues, escalating as needed; track all work in ServiceNow following ITIL-based processes
• Educate users on effective use of technology to improve productivity and reduce repeat issues
• Assist with testing new technologies and contribute to continuous service improvement initiatives
• Provide after-hours and occasional on-site support for outages, events, or business-critical needs
• Support trial and hearing technology setups, including potential domestic or international travel

Required Skills

What You Will Bring to This Position

• Deliver exceptional customer service with strong interpersonal skills, effectively supporting individuals at all levels of the firm.
• Communicate complex technical information clearly to non-technical audiences across multiple channels (in-person, phone, email, IM, and video).
• Provide responsive, high-quality technical support across desktop, mobile, and collaboration platforms.
• Demonstrate strong knowledge of computer hardware, software, operating systems, and mobile device support.
• Apply analytical and troubleshooting skills to diagnose issues, research solutions, and recommend effective outcomes.
• Operate effectively in a fast-paced environment with shifting priorities, using strong organizational, project management, and ITIL-based service management practices.

Required Experience

Education:

• High school diploma, General Certificate of Education or equivalent required. College degree preferred with substantial coursework in information systems or equivalent experience.

• Professional certifications (MOS, Comp TIA, ITIL) 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.
• Prefer experience with remote access technologies, Internet research, and specialized programs to support the legal community, mobile device setup & support, PC and MAC setup & support, network infrastructure.

Why Join Us?

• A values-driven firm that fosters collaboration and respect
• The hiring range for this position is $73,120 - $91,400 annually, with final compensation based on experience, qualifications and internal equity.
• Medical, dental, and vision insurance
• 401(k) with company match and profit-sharing options
• Paid time off and holidays

For additional information about our benefits, please click here

Our Commitment

Wilmer Cutler Pickering Hale and Dorr LLP (WilmerHale) is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination. It is our policy to take all employment actions and make all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, ancestry, age, marital status, citizenship status, genetic predisposition or carrier status, disability, military status, status as a disabled or other protected veteran, or any other protected status under applicable law. WilmerHale will make reasonable accommodation for qualified individuals with disabilities and otherwise as required by applicable law.

For more information about Equal Employment Opportunity, please click here.

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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.