Technical Support Specialist

Banner Witcoff; Washington (District of Columbia); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k)

35-hour workweek

Business casual attire

Friendly office environment

Job summary

Banner Witcoff in Washington, DC seeks a Technical Support Specialist to provide deskside support for Windows, Office 365 and legal applications. This hybrid, in-office role requires 3 days on-site and up to 2 remote days, with 11:00am–7:00pm ET hours.

You will troubleshoot hardware, software, and video conferences and manage tickets with diligence. Candidates should have 1–3+ years in tech support, strong communication, and customer service mindset.

Qualifications

• 1–3+ years technology support experience preferred.
• Proficiency in Windows 10 and Office 365; Windows 11 a plus.
• Familiarity with end user hardware troubleshooting and network concepts.
• Experience troubleshooting printers and video conferencing setups is a plus.
• Able to communicate with attorneys, staff, clients, and vendors in a professional manner.

Responsibilities

• Provide deskside support for applications (MS Office, Windows, email, legal apps).
• Support hardware (laptops, desktops, monitors, printers, phones, mobile devices).
• Handle calls via phone, email and in person; update ticketing system.
• Diagnose and resolve hardware, software and phone issues; escalate per protocol.
• Set up and troubleshoot video conferences and presentations.
• Maintain knowledge of firm applications and assist in testing new software.

Skills

Customer service

Communication

Teamwork

Problem solving

Tools

Windows 10

Office 365

Windows 11

Active Directory

Video conferencing

Printers & peripherals

Job description

Banner Witcoff is a leader in intellectual property law for more than 100 years.We are the trusted IP partner of choice for organizations around the world. We provide sound legal guidance and inventive IP solutions to power business for start-ups, Fortune 500 companies, and everything in between.

Banner Witcoff's Washington, D.C. office is seeking a full-time Technical Support Specialist. The Technical Support Specialist must be able to work independently in a fast-paced environment and be able to manage multiple tasks on a daily basis. The Specialist must be detail oriented, have strong interpersonal and communication skills, and be a team player. This position provides on-site deskside support requiring a minimum of 3 days per week in office with eligibility to work remotely 2 days per week. Hours for this role will be 11:00am ET to 7:00pm ET time.

Responsibilities and Duties:

• Provide deskside support for various applications, including MS Office Suite, Windows, Internet, Intranet, email, and legal specific applications.
• Provide deskside support on various hardware, including laptops, desktops, monitors, printers, telephones, mobile devices, and other peripherals.
• Provide support for all personnel and/or clients via phone, email and in person.
• Diagnose and resolve technical hardware, software and phone issues. Proactively research unresolved issues using all available resources.
• Record all calls in the ticketing system and maintain complete ownership of each ticket, following department escalation protocols if an issue cannot be resolved in a timely manner.
• As the first level of contact, prioritize calls, tickets and manage escalation workflow procedures as needed.
• Maintain working knowledge of all Firm deployed applications.
• Installation of pre-approved software and hardware, including imaging and configuring new and warranty machines.
• Maintain distribution pool of loaner laptops and other equipment.
• Assist in system related maintenance as requested, and aid in testing new or upgraded applications.
• Set up and troubleshoot issues for video teleconferences and meeting presentations.
• Provide holiday support, weekend or evening support coverage if/when needed.
• Must maintain consistent performance with minimal absence and unapproved leave.
• On-Call participation is a requirement of this role.
• Other duties and special projects as assigned.

Job Requirements:

• Ability to perform detailed troubleshooting and resolve complex technical issues.
• Strong interpersonal skills required to communicate with other Technology team members and end users, including the ability to listen and understand situations, problems and solutions.
• Strong organization skills, including the ability to research issues and solutions, prioritize and independently work on several issues at one time.
• Ability to communicate ideas in user-friendly language.
• Detail oriented and self-starter.
• Demonstrated ability to provide exceptional customer service.
• Experience working in a team-oriented, collaborative environment.
• Must be able to communicate and interact with all levels of attorneys, staff, clients, and vendors.

Qualifications & Experience:

• 1-3+ years technology support experience preferred.
• Experience working in technology support for a law firm or professional services firm preferred.
• Proficiency in Windows 10 and Office 365, Windows 11 a plus.
• Familiarity with end user hardware troubleshooting and network concepts.
• Experience troubleshooting printers, including maintenance and support is a plus.
• Experience with setup, monitoring and troubleshooting Video teleconferencing is a plus.
• Experience with Windows Servers and Active Directory Domain is a plus.
• Proficiency in mobile operating systems (iOS and Android) and devices is a plus.

Banner Witcoff offers a competitive compensation and benefits package, including paid time off, medical/dental/vision insurance, 401(k), a 35-hour workweek, business-casual attire, and a friendly office environment. Due to the physical nature of the role, this is a full-time in office position a minimum of 3 days per week and eligible for remote work 2 days per week. Interested candidates should apply online by sending a resume and cover letter with salary requirements.

The salary range for this role is $55,000 to $75,000 annually. This is a non-exempt position. This range is only applicable for jobs to be performed in Washington, D.C. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s pay within the salary range will be based on numerous factors including, but not limited to, relevant education, qualifications, experience, skills, geographical location, and business or organizational needs. This job is also eligible for an annual merit increase and bonus pay.

Banner Witcoff is an Equal Opportunity Employer and provides employees with a work environment free of discrimination and harassment. The Firm will not discriminate against any applicant for employment because of race, color, religion, national origin, sexual orientation, sex, pregnancy, age, mental or physical disability, genetic information, legal citizenship or any other status protected by law.