Legal Technology Application Support Specialist

Skadden, Arps, Slate, Meagher & Flom LLP and Affiliates; New York (NY); Hybrid; USD 95,000 - 110,000; Full time

Job summary

An established industry player is looking for a Legal Technology Application Support Specialist to join their dynamic team. This role involves providing exceptional support at a 24/7 Legal Technology Help Desk, ensuring users have a seamless experience with legal software. The ideal candidate will have a strong background in Help Desk support, excellent communication skills, and the ability to troubleshoot technical issues effectively. With a hybrid work model, this position offers flexibility while being part of a prestigious firm known for its commitment to innovation and excellence in the legal field.

Benefits

Competitive Salaries

Comprehensive Health Care

Generous Paid Time Off

Professional Development Opportunities

Robust Well-being Programs

Qualifications

• 10+ years of Help Desk support experience in a corporate law firm.
• In-depth understanding of technology environments in legal settings.
• Ability to handle sensitive matters and maintain confidentiality.

Responsibilities

• Support the Legal Technology Help Desk operating 24/7.
• Diagnose and resolve a wide range of technical issues promptly.
• Administer user access to applications and maintain records.

Skills

Help Desk Support

Interpersonal Communication

Analytical Skills

Technical Troubleshooting

Confidentiality

Multitasking

Education

High School Diploma or equivalent

Tools

Relativity

Everchron

Kiteworks

Help Desk Software

Microsoft Outlook

Microsoft Excel

Microsoft PowerPoint

Job description

Legal Technology Application Support Specialist

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Legal Technology Application Support Specialist

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Skadden, Arps, Slate, Meagher & Flom LLP and Affiliates provided pay range

This range is provided by Skadden, Arps, Slate, Meagher & Flom LLP and Affiliates. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$95,000.00/yr - $110,000.00/yr

About Us

Skadden, Arps, Slate, Meagher & Flom LLP has forged a reputation as one of the most prestigious law firms in the world. Relying on innovation, intellect, teamwork and tenacity, our lawyers deliver the highest quality advice and novel solutions to our clients’ legal issues. We are known for handling the most complex transactions, litigation/controversy issues, and regulatory matters, as well as for the strong partnerships we build with clients and each other. Our attorneys, who reflect a broad range of experiences and perspectives, work together seamlessly across 50-plus practices and 21 offices in the world’s major financial centers.

The Opportunity

We are seeking a Legal Technology Application Support Specialist to join our Firm. Within this position, you will be responsible for supporting the Legal Technology Help Desk, which operates 24 hours a day, 7 days a week. This position will be based in our New York office and has a hybrid in-office/remote working schedule. The hours for this full-time position are Monday 7:30 a.m. - 6:30 p.m., Tuesday 9:30 a.m. - 7:30 p.m., Wednesday 9:30 a.m. - 7:30 p.m., and Thursday 7:30 a.m. - 4:30 p.m.

• Efficiently handles and logs incoming calls from users experiencing technical difficulties.
• Communicates clearly and professionally to assess and understand user issues.
• Provides outstanding customer service to ensure a positive user experience.
• Administers user access to applications in accordance with firm and departmental protocols.
• Follows up with users to confirm issue resolution and satisfaction.
• Diagnoses and resolves a wide range of technical issues promptly.
• Guides users through effective solutions using analytical skills.
• Identifies issues requiring advanced support and escalates to Subject Matter Experts (SMEs).
• Documents and follows up on escalated issues to ensure call closure.
• Administers user access to applications in accordance with firm and departmental protocols.
• Maintains accurate records of access permissions and changes.
• Conducts manual testing of applications to verify functionality and identify defects.
• Collaborates with relevant teams to address and resolve application issues.
• Assists with data loading tasks as needed to support operational requirements
• Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.
• Manages Firm resources responsibly.
• Complies with and understands Firm operation, policies and procedures.
• Performs other related duties as assigned.

Qualifications

• In-depth understanding of technology environments and proficiency with software applications in a legal setting is essential
• Familiarity with legal software applications like Relativity, Everchron, and Kiteworks
• Proficiency with Help Desk software and familiarity with knowledge base systems
• Knowledge of relevant firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems
• Familiarity with and comprehension of Help Desk best practices
• Demonstrates strong & effective interpersonal and communication skills, both verbally and in writing
• Ability to prioritize tasks
• Proficiency in multitasking and maintaining organization of all ongoing tasks
• Ability to handle sensitive matters and maintain confidentiality
• Ability to work well in a demanding and fast-paced environment
• Ability to work well independently as well as effectively within a team
• Flexibility to adjust hours and work the hours necessary to meet operating and business needs

Education and Experience

• High School Diploma or equivalent
• Minimum of ten years of Help Desk support work experience in a corporate law firm or professional services environment

What makes Skadden special is our people and the culture, community and spirit of collaboration we have created. We believe in teamwork and inspiring each other to be our best in an atmosphere that promotes professionalism and excellence in all that we do. We know that inclusion and drawing on the strength of a wide spectrum of talent only make us better and is vital to the firm's success. Our goal is for everyone at the firm to enjoy a challenging career with opportunities for development and growth and to support the well-being of our attorneys and business services professionals.

The overall well-being of our team is important to us. We offer generous benefits to help you achieve wellness in all areas of your life.

• Competitive salaries and year-end discretionary bonuses.
• Comprehensive health care (medical, dental, vision), savings plan/401(k) and voluntary benefits.
• Generous paid time off.
• Paid leave options, including parental.
• In-classroom, remote, and on-demand learning and professional development opportunities.
• Robust well-being classes and programs.
• Opportunities to give back and make an impact in local communities.

For further details, please visit: https://www.skadden.com/careers/staff/employee-benefits

Skadden is an Equal Opportunity Employer (Disability/Vet/other protected categories). For more information, please visit Skadden.com/careers.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Legal and Information Technology

• Industries

  Law Practice

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