Support Specialist

WilmerHale is a leading, full-service international law firm with 1,000 lawyers located throughout 12 offices in the United States, Europe and Asia. 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.

What You Will Be Doing

Under the supervision of the Workplace Support Manager or Deskside Support Supervisor, the IS Support Specialist provides onsite technical support to firm attorneys & staff and visitors in the resolution of computer software, hardware, mobile device, telephony, multimedia, printing, and connectivity problems. Configures and installs new or replacement computing systems, mobile devices, printers, telephone systems, and other technology tools. Provides daily and after-hours network, computer operations, and telephony support as necessary, both for planned and unplanned occurrences. Supports meeting-related data connectivity, including setup & support of Audio Visual (AV) systems including video conference, audio conference, and presentation systems necessary to ensure successful delivery of AV services for the firm's attorneys, staff, and visitors. Advocates the firm's technology "best practices" to customers based on what is identified by other members of IS Workplace Support, Technology Training, other IS groups, and other Administrative Support groups to ensure that customers and firm visitors can work efficiently & productively, and with the highest customer satisfaction.

About this Role

• Provides onsite and remote (email, voice, chat, web share, and possible external visits) customer support for all network-based, computer-based, and mobile device-based applications and hardware offered by the firm or enabled by the firm, such as personal mobile devices and computers used to access firm resources.
• Sets up, configure, and deploy laptop & desktop computers and mobile devices, and approved printers, for attorneys & staff. This includes providing how-to instruction as necessary to ensure usability and as a complement to the services of IS Technology Training.
• Provides multimedia meeting support as necessary for Audio Visual (AV) systems including video conference, audio conference, presentation systems, and computer and mobile systems necessary to ensure successful delivery of AV services for the firm's customers and clients.
• Support firm visitors in their ability to utilize technology enabled for them by the firm, including wireless guest network connectivity, guest printing, and setup of non-firm systems in conjunction with their work with firm personnel, including computers, mobile devices, and deposition or interview-related technology.
• Identifies, researches, and resolves technical problems independently and through coordination with others in IS Workplace Support.
• Responds to telephone, email, Instant Message (IM), desktop video, and in-person requests for technical support. Tracks and monitors all issues to ensure timely and effective resolution in the ServiceNow system and abiding by IS' ITIL v3-guided processes, escalating to others in IS Workplace Support, overall IS, and vendors as necessary to realize issue resolution.
• Works with customers to ensure that they understand how to use the technology tools available to them to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues.
• Identifies areas in which IS Workplace Support can benefit from improvement in technical and customer service skills, working with the Workplace Support Manager, IS Technology Training and, as appropriate, Office Administration to realize the delivery of necessary training.
• Demonstrates sound judgment in providing workarounds to customer Incidents and Service Requests that cannot be resolved initially, while researching or engaging the Workplace Support Liaisons or appropriate assignment groups for long-term solutions to the Incident.
• Assists in testing new software & hardware, providing feedback as necessary.
• Performs daytime, after-hours, and weekend computer, mobile device, telephony, AV, and network support on behalf of IS Workplace Support, IS Applications Services, and IS Infrastructure Services, which may require short notice to travel to the office outside of normal business hours in the event of system outage events.
• Supports hearing and trial technology set-up to ensure seamless technology experience for all participants. This support may require domestic US travel, as well as European or International travel and may be lengthy or extended.
• Assumes additional responsibilities as assigned, including performing project-related work.
• Contributes to the Firm's overall initiative to consistently improve its image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the Firm as well as external clients and vendors via electronic and print correspondence, in-person, over the telephone and through email.

Your Qualifications/What You Will Bring

• Exceptional customer service, attitude, and skills.
• Excellent interpersonal skills, as necessary to work effectively with people at all levels at WilmerHale (WH).
• Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience. Clear articulation of activity, solutions, and business needs in electronic format, including video conference, email, IM, and computer and mobile video, as necessary to communicate and coordinate with peers, others in IS, and the overall firm customer base, including firm clients.
• Demonstrated ability to provide face-to-face, telephone, email, IM, and video-based support.
• Strong conceptual knowledge of computer software & hardware and mobile device software & hardware configurations support, including software applications.
• Demonstrated ability to effectively use computer and mobile-based software, operating systems, and hardware in use at WH.
• Familiarity with ITILv3 service management processes, focused on Incident Management and Request Fulfillment, and related event tracking in a service management tool.
• Prefer solid project management and organizational skills, including the ability to work effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
• Excellent analytical skills, including the ability to compile, review, and determine logical conclusions or recommendations based on data and information, which is varied in content and format.
• Ability to learn, develop, and apply knowledge of work practices, policies, and procedures as they relate to IS Support operations, including service management software, knowledge bases, and other support tools.
• Ability to respond to requests with a heightened sense of urgency and excellent customer service skills.
• Strong communication (oral/written) and interpersonal skills, as necessary to communicate and coordinate with peers, other members of IS, and the overall firm client base.
• Keen analytical, troubleshooting, and problem-solving skills, including the ability to resourcefully utilize multiple resources for issue research. Resources include personal experience and knowledge, peers, information knowledgebase(s), and Internet search tools.
• Ability to work successfully with general supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
• Excellent organizational skills and attention to detail.

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:

• Prefer three years of 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.

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.

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 accommodations for qualified individuals with disabilities and otherwise as required by applicable law.

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

For additional information about our benefits, please click here.

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