Wiley Rein LLP is seeking a Technical Support Analyst to join its Information Services team. Under the direction of the Help Desk Manager, this role provides direct technical support to all attorneys and staff, including identifying, researching, and resolving end user issues.
9:30 am - 6:00 pm
Provide expert telephone support to our customers, troubleshooting a variety of software, hardware and network issues to point of resolution or escalation
Ability to analyze root cause of incidents and quickly determine resolutions
Research and write appropriate technical documentation on applications and processes
Log customer calls, maintain records of tasks, and capture final solutions in the on-line help desk system, IQTrack
Take on and thoroughly complete both individual projects and assigned components of team initiatives while meeting all applicable deadlines
Provide floor support as needed
Route tickets to the appropriate person within the Department for resolution in accordance with established escalation procedures
Provide status reports to customers throughout the life of an issue or request
Ability to adhere to firm security policies and ISO compliance controls
Closely track information associated with the distribution of laptops, printers, and mobile devices from the Firm’s loaner pools and follow proper procedures to protect the Firm’s investment in these devices
Distribute toner cartridges to customers as needed
Test and evaluate software and hardware products
Must be available for weekend shifts, on-call rotation and other overtime
The firm requires that the duties and responsibilities of this position be performed onsite during scheduled work hours.
Other duties as assigned
Education and Experience
College degree preferred; technical certifications a plus
5+ years relevant technical support experience preferred. Prior law firm experience preferred.
Support experience with PC and laptop hardware as well as HP laser printers
Experience with Windows operating systems, OpenText Document Management, IE, Adobe Suite and a general understanding of local/wide area networking
Experience with mobile device troubleshooting and mail configuration
Knowledge, Skills and Abilities
The ability to communicate professionally and effectively, both in oral and written form
The ability to multi-task, prioritize/coordinate deadlines and track progress of tasks
Strong customer service orientation
Ability to demonstrate attention to detail and accuracy
Must maintain confidentiality of work related information and materials
Must establish and maintain effective working relationships in and out of a team environment
Ability to quickly develop expert level knowledge in systems within organization
Responsible for developing and maintaining relevant subject matter expert procedures and standards
Must be able to provide administration & support related to systems within organization
Resourceful problem solving and ability to create and implement effective procedures
Ability to organize work flow and use time efficiently
Understands and adopts the organizational structure
Possesses the attitude of collaboration and sharing
Willingness to learn and adopt new methodologies
Flexibility to work overtime on an as-needed basis
Work Environment/Physical Demands
Position operates in a professional office environment which is usually quiet to moderate
While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, and crouch. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read information. The employee frequently is required to sit, reach with hands and arms, talk and hear
The employee frequently lifts and/or moves objects up to 10 pounds and occasionally lifts and/or moves objects up to 50 pounds
*This description outlines the basic requirements of this position. It is not intended to be a complete description of other requirements which include adherence to Firm policies and procedures as well as Department performance standards.
**Wiley Rein is an Equal Opportunity Employer with a strong commitment to the achievement of excellence, diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
***This Organization Participates in E-Verify. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Employers may not use E-Verify to pre-screen job applicants and may not limit or influence the choice of documents you present for use on the Form I-9.
About Wiley Rein LLP
Wiley Rein is a dominant presence in Washington, DC, with more than 240 attorneys and public policy advisors. Our firm has earned international prominence by representing clients in complex, high-stakes regulatory, litigation, and transactional matters. Many of the firm’s attorneys have held high-level positions in the White House, on Capitol Hill, and in federal agencies including the U.S. Department of Defense, the U.S. Patent and Trademark Office, the Federal Communications Commission, the U.S. Department of State, the U.S. Department of Commerce, the Federal Election Commission, and the U.S. Department of Justice. Many of our attorneys also have active high-level security clearances that allow them to quickly “read in” to matters when there is a need to access classified materials. The Legal Times has noted that the firm “represents as perfect a merging of public policy and corporate America as exists in Washington.”
Wiley Rein operates at the intersection of politics, law, government, business, and technological innovation, representing a wide range of clients—from Fortune 500 corporations to trade associations to individuals—in virtually all industries. We believe deliveri...ng consistent and successful results is achieved through building true partnerships with our clients. We do this by understanding the industries and economic climate in which they operate and the current and potential legal issues that impact their business. Most importantly, because Wiley Rein remains a Washington, DC-based firm that largely operates out of a single office, we are able to control costs and billing rates in a manner that is nearly impossible in large, multi-office or multinational law firms.