The Senior Technical Support Specialist provides Level 2 support in a Seyfarth office. This position provides concierge level of technical support service to our professionals and staff either desk side, phone, email, or remotely. This position is responsible for analyzing and making decisions/judgements about technology challenges and problems. The position will assist with identifying technology, training, and customer service improvements. This position is responsible for building and maintaining positive and proactive service relationships within TSG and with Firm customers through project team membership, proactive incident and problem resolution, team work, and effective communication.
Lead process and organizational development and improvements where necessary
Collaborate with IT leadership to identify and facilitate issue prioritization and decision making process
Identify and report status of critical incidents and problems to IT leadership
Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the Firm
Provide world class concierge level of technical support desk side and remotely for hardware and software
Use of incident management system to properly document and escalate issues as they are reported
Proactive learning of current and newly released applications
Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely matter
Perform advanced troubleshooting, research, and documentation of incidents and problems
Collaborate within the larger IT support team to ensure the highest level of customer support and resolution
Setup and delivery of various hardware and audio visual requests within the conference meeting rooms
Ensure all office integrated conference rooms are kept in appropriate working order
Keep up to date on emerging and competitive AV/VC technology
Seek and identify opportunities to enhance the clients experience with the Firm’s technology
Participate in and contribute to workload and status review meetings
Manage IT hardware assets and accurately maintain inventory count
After hours availability to assist with client serve delivery, system maintenance, and projects as needed
Minimum 3-5 years of general IT support experience in the legal environment
Advanced knowledge with Microsoft Windows 7/10 and Microsoft Office 2010/2016 within a professional services organization
Advanced knowledge and support of various mobile devices and platforms
Advanced knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool (Altiris, SCCM, etc.)
High level of client service orientation a must
Ability to handle conflict and difficult situations within a technical and client service environment
Exceptional communication abilities to all levels of personnel
Strong ability to adapt to changing technology within a professional services organization
Strong ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients
Self-motivated and the ability to execute tasks and make decisions in a high-pressure environment
Proven leadership skills, characteristics, and track record of achieving client service results
Technical experience within the Legal industry, as well as support experience with a Document Management System DMS, CarpeDiem, document formatting tools, Citrix, as well as other legal applications
Strong understanding of growing IT security trends and the ability to adhere and convey IT Security policies to our customer base
Technical experience with hardware including but not limited to personal computers, laptops and printers
Technical experience with mobile devices, mobile device set-ups, and MDM Solutions
Certifications a plus (A+, Network +,MOS, ITIL Foundation, etc.)
Bachelor degree preferred, or comparable experience
Internal Number: 18-0309
About Seyfarth Shaw LLP
At Seyfarth Shaw LLP, we are leading the way to deliver legal services more effectively, more efficiently, more transparently. With more than 850 attorneys in the U.S., London, Shanghai, Melbourne and Sydney, we offer a national platform and an international gateway to serve your changing business and legal needs in litigation, employment, corporate, real estate and employee benefits.
Recently, BTI Consulting Group recognized Seyfarth as one of the nation’s best law firms for client service in its 2014 BTI Client Service A-Team Report, which ranks firms based only on client feedback that serve the Fortune 1000. Corporate counsel said Seyfarth “excels” in “Unprompted Communication” and “Anticipating the Needs of Clients” - key tenets of our SeyfarthLean client service model - where the firm ranked “Best of the Best.”
Seyfarth also earned a spot on the Financial Times FT US Innovative Lawyers 2013 index. The recognition reflects the ongoing efforts of the firm to lead the way in integrating legal excellence with innovative client solutions that drive value.
*Our London office operates as Seyfarth Shaw (UK) LLP, an affiliate of Seyfarth Shaw LLP. Our Australian practice ...operates as Seyfarth Shaw Australia, an Australian multidisciplinary partnership affiliated with Seyfarth Shaw LLP. For more information please visit www.seyfarth.com.
In Seyfarth Shaw’s effort to ensure we continue to attract the best talent, we offer competitive salaries along with a comprehensive benefits package. Our benefits include performance based salary increases and bonuses, medical and dental plans, 401(k) and retirement plans, and a public transportation benefit. We offer the opportunity to work with state-of-the-art technology in a friendly and professional environment, and we will continue to invest in your professional growth and development.
Our environment is one of collegiality, cooperation and recognition. Our strength is the diverse wealth of information we share. And while we work hard, we also make time to have fun. We participate in many charitable events and fundraisers and give back to the communities.
Seyfarth Shaw is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please contact Lisa Murphy at (312) 460-5000 and let us know the nature of your request and your contact information.
Seyfarth Shaw is committed to the principles of equal employment opportunity. Firm practices and employment decisions, including those regarding recruitment, hiring, assignment, promotion and compensation, shall not be based on any person’s sex, race, color, religion, ancestry or national origin, age, disability, marital status, sexual orientation, gender identity or expression, veteran status, citizenship status, or other protected group status as defined by law. Sexual harassment or harassment based on other protected group status as defined by law is also prohibited.