Wiley, a leading Washington, DC law firm, has an opening for a Technical Support Administrator with the Information Technology Department. Under the direction of the Senior Technical Support Manager, the Technical Support Administrator is responsible for the successful day-to-day technical operations of the firm’s Help Desk. This position coordinates the workflow of Technical Support Services and Help Desk staff and delegates tasks and assignments to ensure the efficient, effective, and timely resolution of all requests and issues.
Additionally, Technical Support Administrator provides expert technical guidance and support, handles ticket escalations, and performs hands-on support to resolve issues.
The Firm requires that the duties and responsibilities of this position be performed onsite during scheduled work hours.
• Oversee the daily technical operations of the firm’s Help Desk to ensure that incoming requests and calls are processed and resolved in a timely, efficient, and effective manner • Assign incoming requests and tickets to Technical Support Services staff. Coordinate work to ensure that tickets are prioritized effectively and that workload amongst the team is balanced. • Provide expert technical guidance and mentoring support to Technical Support Services and Help Desk staff • Routinely monitor the ticketing system to ensure the accurate and timely resolution of Help Desk requests • Audit tickets to ensure the accuracy of documented resolutions and timely closure. • Serve as primary point of contact for outsourced Help Desk staff for technical issues and guidance • Handle ticket escalations and provide phone, in-person, and/or hands-on support. • Provide floor support to attorneys and staff members • Audit and monitor the knowledge base to ensure the timely inclusion of new articles and/or edits to existing articles. Provide direction and guidance to the Technical Resources Analyst for the development of articles. • Monitor and test fixes to ensure problems have been adequately resolved • equipment for storage in other locations • Provide back-up support to the Senior Technical Support Manager regarding firmwide communications for system outages and issues • Maintain accurate documentation for support processes and procedures. Identify potential gaps in processes, policies, and procedures, and provide recommendations for change. • Frequently moves technical equipment weighing up to 50 pounds to various locations within the firm to assemble or disassemble at other office and desk locations and/or move • Provide performance feedback for Technical Support Services and Help Desk staff when requested by the Senior Technical Support Manager
EDUCATION AND EXPERIENCE: • College diploma or university degree in the field of computer science, information sciences, or related field and/or five (5) years’ equivalent work experience preferred. High School diploma required. • Law firm or other professional services environment experience preferred • Prior experience as a technical team lead required • Demonstrated experience working with a Help Desk ticketing system • Advanced technical support skills within the Microsoft environment, specifically related to Windows 10, Office, Exchange and Outlook • Proficiency with supporting Document Management Systems, Adobe Suite products, printers, and general PC hardware • Proficiency with Microsoft System Center Configuration Manager for deploying systems and managing updates • Proficiency with supporting Cisco Unified Communications
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 • Proven customer service skills, team-oriented, and results driven • Ability to organize workflow and use time efficiently • 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 or out of a team environment • Understands and adopts the organizational structure • Possesses the attitude of collaboration and sharing • Willingness to learn and adopt new methodologies • Possess strong conflict resolution skills with the ability to resolve issues with diplomacy and a professional demeanor • Ability to mediate challenging support related issues • Ability to motivate and direct members of the Help Desk team regarding assigned tickets and tasks • Skilled in problem analysis, research, documentation, and resolving technical problems • Displays positive attitude and eagerness to work with internal team members and users to solve problems • Flexibility and willingness to respond to issues during and outside of core business hours
This description outlines the basic requirements of this position. It is not intended to be a complete description as other duties may be assigned.
**Wiley 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.
Founded in 1983, Wiley is a dominant presence in the nation’s capital. With more than 240 attorneys and advisors, the firm has earned international prominence by representing clients in complex, high-stakes regulatory, litigation, and transactional matters. Many of Wiley’s lawyers and public policy advisors have held high-level positions in the White House and federal agencies and on Capitol Hill. The firm represents a wide range of clients – from Fortune 500 corporations to trade associations to individuals – in virtually all industries. Wiley provides significant pro bono legal services and charitable contributions to the local community every year.
Over nearly four decades, Wiley has become a Washington institution and a well-respected name among many of the world’s largest companies, business groups, and associations – and is at the forefront of shaping the legal and regulatory frameworks for emerging industries. The firm’s new brand, announced in January 2020, brings these fundamental elements together to celebrate the firm’s collaborative culture, contagious energy, and leadership across countless industries.
The new brand ushers in a redesigned look, new logo, revampe...d website, and a signature “.law” domain (wiley.law). The site, which is optimized to provide a seamless experience for clients, reflects more precisely what the firm does. Ultimately, wiley.law showcases the work the firm delivers on behalf of and in collaboration with its clients, all powered by 16 core practice areas and more than 240 attorneys and advisors.