Wiley, a leading DC law firm, is searching for a Technical Support Analyst to join our IT Team! Under the direction of the Senior Technical Support Manager, the Technical Support Analyst provides troubleshooting assistance to attorneys and staff for software, network, and hardware issues. The Technical Support Analyst possesses a strong understanding of the firm’s core applications and systems and uses the firm’s ticketing system to log calls, maintain records, and research and document resolutions.?
Provide expert telephone and in-person support to the Firm’s attorneys and staff, troubleshooting a variety of software, hardware, and network issues to point of resolution or escalation
Log customer calls, maintain records of tasks, and capture final solutions in the on-line help desk system, IQTrack
Ability to analyze root cause of incidents and determine resolutions
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
Research and write appropriate technical documentation on applications and processes
Track asset information associated with the distribution of laptops, desktops, monitors, printers, and mobile devices from the Firm’s equipment inventory
Provide floor support as needed
Test and evaluate software and hardware products
Other duties as assigned
While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, and crouch
Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read information
The employee frequently is required to sit, reach with hands and arms, talk and hear
The employee frequently lifts and/or moves objects up to 10 pounds and occasionally lifts and/or moves objects up to 50 pounds
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
Ability to organize workflow and use time efficiently
Strong customer service orientation
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
Ability to adhere to firm security policies and ISO compliance controls
Ability to quickly develop expert level knowledge in systems within organization
Understands and adopts the organizational structure
Possesses the attitude of collaboration and sharing
Willingness to learn and adopt new methodologies
Ability to participate in on-call rotation and flexibility to work overtime on an as-needed basis
EDUCATION AND EXPERIENCE:
College degree preferred; technical certifications a plus
Five (5) plus years relevant technical support experience preferred. Prior 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, document management systems, Google Chrome, Adobe Suite and a general understanding of local/wide area networking
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 committed to the continued health and safety of all members of the firm and requires all members to be fully vaccinated against COVID-19. Therefore, all newly hired personnel must be fully vaccinated against COVID-19 by their start date. Proof of vaccination will be required. Wiley will provide reasonable accommodation(s) based on approved medical or religious accommodation requests.
**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.