Technical Support Specialist

Crowell & Moring; Los Angeles (CA); On-site; USD 61,000 - 100,000; Full time

Benefits offered by this job

Healthcare

Vision insurance

Dental insurance

Retirement plan

Leave and wellness programs

Job summary

Crowell & Moring LLP is seeking a Technical Support Specialist to provide direct technical assistance to attorneys and staff, troubleshoot hardware, software, and network issues, and document resolutions in the Service Desk system. The role emphasizes client service and continuous learning.

The position requires a Bachelor's degree in IT and at least two years of related experience, with opportunities to participate in special projects and after-hours support.

Qualifications

• Bachelor’s degree in an IT-related field required.
• Minimum 2 years’ related experience.
• Provide direct technical support to attorneys and staff.
• Document resolutions in the ticketing system (Service Desk).

Responsibilities

• Resolves incoming requests for hardware, software, network issues per SLAs.
• analyzes and resolves problems per priorities and resources; document resolutions.
• Escalates calls to internal/external support as needed and tracks progress.
• Documents all support calls in the Service Desk system and monitors progress.
• Keeps knowledge up-to-date on products, policies, and support methods.
• Participates in special projects and tests new technology solutions.
• Provides after-hours on-call 24x7 support.

Skills

PC troubleshooting

MS Office

Clear communication

Technical communication

Customer service

Time management

Lifting 50 lbs

Education

Bachelor's degree in IT

Tools

iManage

ChangePro

Litera

Job description

Pay Range

$61,000 - $90,000 - Washington DC, Orange County, Los Angeles

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.

Job Summary

The Technical Support Specialist is responsible for providing direct technical support and troubleshooting assistance to attorneys and staff to identify, research, track, monitor and resolve technical issues.

Job 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 Range

$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.

Crowell & Moring LLP offers a competitive compensation and comprehensive benefits package. Our benefits include healthcare, vision, dental, retirement, and all-purpose leave and progressive options such as back up childcare, wellness programs, cultural events and social activities. We take great pride in our positive, friendly culture that rewards hard work and success, at the same time recognizing the importance of family and community service.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

U.S. Privacy Notice: https://www.crowell.com/en/US-Candidate-Privacy-Notice

U.K. Privacy Notice: https://www.crowell.com/en/UK-GDPR-Candidate-Privacy-Notice

EOE m/f/d/v

Crowell & Moring LLP participates in the E-Verify program.