Technical Support Specialist

About Schwabe, Williamson & Wyatt

Schwabe, Williamson & Wyatt is a Pacific Northwest law firm that offers a new client experience based on a deep industry focus. With nearly 170 attorneys, Schwabe is one of the largest Pacific Northwest regional law firms, with offices in Portland, Bend, Salem, Oregon; Seattle and Vancouver, Washington; Mountain View, California; and Anchorage, Alaska.

Position Summary:

Responsible for handling end-user computer hardware and software support questions for the offices of a 375 user law firm. Serves as the first point of contact for users with technical issues in various Microsoft Office 2016 products, as well as other hardware and software issues. Excellent customer service skills and ability to communicate with non-technical users required. Provides coverage after-hours and weekends on a rotating basis. This position is not limited to these responsibilities and may be revised as needed from time to time.

Essential Duties and Responsibilities:

• Function as the primary contact for all Information Technology issues throughout the firm.
• Provide document formatting support on complex documents while preserving formats and styles already incorporated into such documents.
• Provide support of rules, signatures, multiple calendars and other options in Outlook.
• Provide support on Windows 10, Chrome, FireFox, Zoom, FileSite, Intapp Time, Interaction, BigHand Templates, Citrix, Apple iPhones, printers, and computer hardware of varying configurations including desktops and laptops.
• Actively monitor and participate in the Service Now ticketing system to ensure issues and requests are resolved timely or escalated.
• Report unusual, alarming or recurring problems to the IT Manager or CIO as appropriate.
• Maintain working knowledge of all Firm deployed applications.
• Provide assistance in testing new or upgraded applications.
• Reset user passwords and grant document access with appropriate approval.
• Deliver high quality support in a timely manner to meet internal and external client needs.
• Occasional travel to other Schwabe office locations or trial sites as needed.
• Prepare desktop or laptop computers and office setup for newly hired employees or replacements for existing employees.

Competencies:

The following are competencies required to be successful in this position:

• Responds promptly to user needs; solicits user feedback to improve service; responds to requests for service and assistance; meets commitments.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Ability to work with little supervision; prioritizes and anticipates work needs; works well under occasional periods of pressure and short deadlines.
• Keeps client and firm information confidential at all times; understands and implements general rules of ethical behavior applicable to lawyers.

Education and Experience:

• Minimum of 3-5 years of relevant IT work
• Bachelor’s Degree or equivalent work experience
• Microsoft Office Specialist Certification preferred
• A+ and Network+ preferred
• Law firm or professional services experience preferred

Skill Set and Abilities:

• Excellent technical troubleshooting skills required. Proficient in the use of Microsoft Office 2016, primarily Outlook, Word (including using, creating and modifying styles) and Excel.
• Excellent customer service skills

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required to sit, use hands, reach with hands and arms, stoop, talk and hear.
• Employee must occasionally lift, up to forty (40) pounds.

• Typical indoor office environment

Interested candidates should submit their cover letter & resume to Human Resources at recruiting@schwabe.com

Schwabe, Williamson & Wyatt offers competitive salaries and excellent benefits including medical, dental, life, LTD, 401(k)/profit sharing retirement, profit sharing bonus, tuition reimbursement, EAP, and transit subsidy‎.

All qualified applicants will receive consideration for employment without regard to race, color, religion, ‎ancestry, national origin, age, sex, disability, marital status, sexual orientation, gender identity or other status protected ‎by law

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Rotating shift
• Weekends as needed

Work Location: In person