This IT Support Administrator is responsible for quickly resolving end-user issues; providing technical support and troubleshooting assistance; installing software, setting up devices; supplying exceptional audio visual (AV) support to the local office; and providing floor support to attorneys and staff. This position is also responsible for providing advanced application support to practice groups, departments and teams. Superior technical and customer service skills are paramount.

At Davis Wright Tremaine, you will find challenging assignments, opportunities for professional growth and community involvement, and a culture of inclusion. DWT fosters inclusiveness and authenticity. Regardless of position, everyone here has a voice and the support is unparalleled.

On a typical day you will:

• Partner with teammates and other coworkers to identify and resolve issues and problems, and make improvements
• Become intimately familiar with assigned applications or products to support departments, practice groups or teams to understand, support, and advise business processes
• Keep professional skills current by taking relevant training, continuing education courses, and conferences. Apply and share these skills back on the job to the betterment of the department and firm
• Be a critical thinker; think things through before asking someone else and use the resources available to find information and seek answers
• Maintain high quality standards within the team by supporting good practices and habits. Identify and encourage areas for growth and improvement within the team
• Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members, leadership, and other affected parties
• Quickly resolve end-user issues escalated through Service Desk support channels
• Provide proactive, in-person support to all users within the local office by frequently traversing all floors and seeking opportunities to assist
• Provide Level II and Level III technical advice/support, troubleshooting assistance, and problem resolution for PCs (both laptops and desktops), printers, applications, smartphones, mobile devices, telephones, remote access, and document transfers
• Provide technical advice, support and setup for all audio/visual needs within the local office. Partner with Lead AV Specialist and colleagues in all offices to ensure meetings are setup on time and executed without issues
• Manage and triage incoming Service Desk tickets on a daily basis. Provide regular written or verbal follow-ups with users, maintain clearly written and comprehensive ticket work notes, and resolve tickets in a timely manner
• Provide Service Desk call center backup for the Information Technology (IT) Support Analyst team, and be ready to take incoming calls
• Install software, configure and set up PCs; install and set up printers and telephones as necessary
• Document all support interactions and their resolutions in the incident tracking database
• Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested
• Maintain awareness and adherence of security measures, policies, methods and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data. Promote a culture that promotes information security as an integral part of IT architecture and business processes
• Maintain knowledge of hardware and software supported and how various departments, practice groups, and teams utilize them to support business processes
• Coordinate timely repair of hardware with outside vendors, monitoring inventory levels, verifying bills/invoices, etc.
• Generate and maintain hardware and software inventories for the office
• Coordinate specific systems-related office needs with the office administrators (or local supervisor) and IT personnel; participate in network updates
• Assist with scheduling and communicating all system changes and downtime within the office as requested
• Assist with other special projects, tasks, and/or support as assigned
• Provide off-hours/pager support as necessary
• Travel as necessary
• Work non-business hours for application upgrades as necessary