Come and shine with the stars of LeClairRyan! Since its inception, LeClairRyan has grown exponentially and is now home to over 300 attorneys with offices in 15 states and the District of Columbia. LeClairRyan is currently seeking a Help Desk Support Analyst in Boston, Massachusetts who will contribute to overall success and help secure the bright future of the Firm.
LeClairRyan is an equal opportunity employer committed to diversity in the workplace.
Our Boston, Massachusetts office was established in 2007 and is located on historic State Street in the Government Center neighborhood. This location is the third largest office and is currently home to approximately 35 attorneys who offer services in both Transactional and Litigation practice areas. Specific practice areas represented include corporate, healthcare regulatory transaction and compliance, bank finance and lending, real estate, bankruptcy and creditors’ rights, labor and employment, professional liability, financial institutions and lending, commercial litigation, as well as products liability and transportation. The Boston office continues to grow, offering our employees continued professional development opportunities.
LeClairRyan’s Information Technology team consists of approximately 20 professional staff who provide onsite and remote support to LeClairRyan employees nationwide. As LeClairRyan has expanded, the team has focused on development, improvement, and implementation of the Firm’s technological resources. With LeClairRyan’s dedication to innovation, our Information Technology department will continue to be a vital part of our continued success.
Responsibilities of the role include but are not limited to the following:
First contact receipt, acknowledgement, routing and tracking for the effective resolution of end-user issues and inquiries.
These systems include but are not limited to: computer hardware, applications, virtual desktop, (Citrix) networking and infrastructure, systems software, collaboration, enterprise systems, and telephony / telecommunications equipment as well as tracking and monitoring of connectivity related issues involving data, voice and internet services.
Monitors and utilizes the Firm’s central Service Management platform and associated tools including the Incident and Service Request tracking systems, and ACD / IVR systems.
Works in partnership with IT support vendors in the management of over-flow and after-hours incident and requests.
Escalates to, and seeks advice from Regional IT Leads in matters which cannot be handled or that of which require additional skillsets to be brought to resolution.
Proactively notifies IT Management of potential service interruptions based on trend analysis, patterns, and ticket/call volume.
Improves the incident management tracking system and resolution knowledgebase through documentation, quick search capabilities of incidents to provide proven resolutions to known issues.
Accurately diagnoses client technical issues; gathers the necessary information; and performs standard, preliminary research using all relevant available resources.
Effectively leverages and implements a variety of remote access, user administration systems and methods necessary to provide exceptional service.
During widespread outages, follows escalation processes immediately notifying the Regional IT Lead(s) for assistance, outlining the symptoms of the larger failure.
Perform other duties necessary and essential to support the Firm’s strategic technology goals.
Candidate should have 2-4 years’ experience in a Service Desk/Technical Assistance Support position.
Ability to provide support to end-users on a variety of technologies including Windows, MS Office, printers, mobile devices, email document management etc.
Ability to demonstrate a solid understanding of basic network components and concepts.
Experienced, self-motivated, and professional with excellent written and verbal communication skills.
Strong problem solving/analytical abilities, and quality customer service.
Ability to work independently as well as willing to work within a hybrid support model following best practices.
Regularly demonstrate initiative in supporting the user base outside of expected job assignments.
Attention to detail and ability to multitask.
Ability to work under pressure.
Willingness to be flexible with work schedules and participate in IT on-call rotation.
LeClairRyan does not accept unsolicited resume submittals from contracted or non-contracted agencies. LeClairRyan is not responsible for any fees related to unsolicited resumes.
About LeClairRyan PLLC
As a trusted advisor, LeClairRyan provides business counsel and client representation in corporate law and litigation. In this role, the firm applies its knowledge, insight and skill to help clients achieve their business objectives while managing and minimizing their legal risks, difficulties and expenses. With offices in California, Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, Michigan, New Jersey, New York, Pennsylvania, Rhode Island, Texas, Virginia and Washington, D.C., the firm has approximately 325 attorneys representing a wide variety of clients throughout the nation.