It Support Analyst

WilmerHale is a leading, full-service international law firm with 1,000 lawyers located throughout 12 offices in the United States, Europe and Asia. Our lawyers work at the intersection of government, technology and business, and we remain committed to our guiding principles of providing quality, excellent legal and client services; developing diversity among our lawyers and staff and cultivating an environment that promotes an ambitious spirit, collaboration and collegiality by drawing on the extraordinary talents and dynamic experience of our lawyers. Our goal is to reflect the diversity of our clients and the communities in which we practice.

What You Will Be Doing

Through primarily telephone and email interaction, supports the internal customers of the firm in the effective use of the software and hardware tools and systems provided to them, including network & remote connectivity, so to ensure their ability to work productively and efficiently. Manages the troubleshooting, analysis, recording, prioritization, and tracking of all customer requests presented to them in IS Support, and resolves common problems directly or by escalation to the appropriate support group.

Scheduled hours: Wednesday - Saturday 8:00 am - 7:00 pm OR Monday - Friday 11:00 am - 8:00 pm

About This Role

• Provides customer support through telephone, email, and some in-person interaction. As needed, remotely connects to customer PC’s to perform troubleshooting.
• Supports firm software, hardware, remote access, printing, and network connectivity issues.
• Resolves the majority of customer issues at the first interaction. Troubleshoots customer issues by referencing personal knowledge, peer information, service management system, the IS Knowledgebase, Internet research services, and other resources. Provides technical advice and assistance to other Analysts in resolving customer issues.
• Demonstrates sound judgment, yet creativity in providing workarounds to customer issues that cannot be resolved on first contact, while researching long-term solutions that will resolve the core issue.
• Follows defined process for escalation of issues non-resolvable in IS Support, but also practices good judgment in escalating issues for timely resolution when there exists no pre-defined process.
• Escalates support issues to senior members of IS Support or other IS Support teams through both the service management tool and other methods, including telephone, email, and in-person for urgent issues. Follows up with customers on resolved issues and maintains regular status communications with customers in the event their issue requires extended periods of time to resolve, also tracks all actions and status updates in the service management system.
• Assists IS Training in the identification of training needs, development of training programs, and testing of training programs before deployment, as necessary. Educates customers on the technology tools available to them and best practices on their use, engaging IS training as necessary to assist in this process. May also provide mentoring and/or technical training to other members of IS Support.
• Captures and tracks customer issue information in a service management system, coordinating the details and resolution of the issue through its full lifecycle. Coordinates the prioritization of complex and high-impact issues to ensure timely resolution.
• Analyzes issues for a trend, including researching symptoms of trends (with firm-provided hardware and software), then provides updates and suggestions to senior members of the IS Support team and/or IS Support Supervisor and/or IS Service Desk Manager.
• Tests new software and hardware solutions prior to deployment, which may require the Analyst to assist with the definition of the testing process. Assists with deployment and support of firm-wide rollouts of new technology as required and under the supervision of the IS Service Desk Manager.
• Contributes to the firm's Service Excellence initiative to consistently improve its image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.

Your Qualifications/What You Will Bring

• Ability to learn, develop, and apply knowledge of work practices, policies, and procedures as they relate to IS Support operations, including service management software, knowledgebase, and remote support tools.
• Demonstrated thorough knowledge of current operating system environment(s), equipment platforms, (including PCs and Mac OS as well as mobile device platforms, including Blackberry, iOS and Android), legal software and remote access methods.
• Ability to respond to requests with a heightened sense of urgency in high-pressure circumstances.
• Strong oral and written communication skills, as well as interpersonal skills, as necessary to communicate and coordinate with peers, other members of IS, and the overall firm customer base.
• Keen analytical, troubleshooting, and problem-solving skills, including the ability to resourcefully utilize multiple resources for issue research. Resources include: personal experience and knowledge, peers, information knowledgebase(s), and Internet search tools.
• Ability to work successfully with general supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
• Excellent organizational skills and attention to detail.

Education:

• High school diploma or equivalent required. College degree preferred with substantial coursework in information systems, information technology, or equivalent experience. Microsoft Office Specialist certifications (MOS) in Word and Outlook and Certified Professional certification(s) strongly preferred.

Experience:

• Minimum 3 years’ experience in a structured customer service technology position; education may be considered in lieu of experience. Experience with PC and MAC troubleshooting and support, office suite software, wireless networking, Citrix, VPN, dial-up technologies, Internet research, remote access methods and specialized programs to support the legal community required.

This job description is intended to describe the general nature and level of the work being performed by employees in the position. It is not intended to be a complete list of all responsibilities, duties, and skills for positions. The firm reserves the right at all times, in its sole discretion, to add or subtract duties and responsibilities, as it deems necessary. 

WilmerHale is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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