Wiley Rein LLP is seeking a self-motivated, customer service driven individual to join the Information Services Department as a Technical Support Analyst. The Technical Support Analyst will act as a central point of contact for all attorneys and staff regarding questions or problems pertaining to the services delivered from the Department.
7:00 am - 3:30 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.
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.
Closely track information associated with the distribution of laptops, printers, and mobile devices from the Firm’s loaner pools. Follow proper procedures to protect the Firm’s investment in these devices.
Provide floor support as needed.
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.
Other duties as assigned.
MINIMUM QUALIFICATIONS REQUIRED:
Customer-centric approach towards technical support
Highly customer-focused, team-oriented, and results-driven.
College degree preferred; technical certifications a plus.
Law firm experience preferred.
Support experience with PC and laptop hardware as well as HP laser printers.
Experience with mobile device troubleshooting and mail configuration
Experience with Windows operating systems, OpenText Document Management, IE, Adobe Suite and a general understanding of local/wide area networking.
Advanced support skills with Microsoft Office.
Strong oral and written communication skills.
Excellent organizational and time-management skills; must be detail-oriented.
In 1983, Wiley Rein LLP opened its doors with 39 attorneys and a mission to establish a distinctly Washington, DC firm providing exceptional, effective legal services and genuinely superior service. Twenty-five years later, the firm is now home to more than 275 attorneys practicing in almost two-dozen areas of law.
Offering our clients a unique integration of legal, regulatory and public policy... expertise with an in-depth understanding of the business and technical underpinnings of the industries we serve, Wiley Rein employs an interdisciplinary approach that leverages the full breadth of our talent and knowledge and provides counsel derived from aggressive advocacy and extensive subject matter knowledge. Legal Times has noted that the firm “represents as perfect a merging of public policy and corporate America as exists in Washington.”
Named partners Richard E. Wiley, former Chairman of the Federal Communications Commission, and Bert W. Rein, former Deputy Assistant Secretary of State for Economic and Business Affairs, set the firm’s standard for excellence. Our lawyers, many of whom have held high federal government posts in the legislative and executive branches, are regularly recognized as leading practitioners for their involvement in high-profile cases and are widely respected for their discretion in matters deliberately kept out of the spotlight. Our clients across the nation and around the world—Fortune 500 corporations to trade associations to individuals—receive innovative, attentive, first-rate representation.