IT Support

Title: IT Support

Duration: Through the end of august.

Location: SF but may have occasional travel to their palo alto office (very limited) and if we find someone really good who doesnt want to travel they are still open to that.

• 40 people (sole IT support for that office)35 are lawyers. Only tech onsite.
• Windows troubleshooting outlook application support
• AV/Conference room.
• Strong Level 2 support
• Good client service support. personality is very important as they deal with lawyers
• Being there and ready to set up meetings video conferences across offices
• Onsite: 5 days per week
• Hours: may vary depending on early meetings but likely 8:30-5:00 (can be flexible)
• Any type of AV experience is a must this is going to be the most important part of the job
• We use MS Teams for most meetings so need to be familiar that and connecting toothers offices etc.
• We will have a laptop refresh in the summer so depending on how long this goes contractor may be involved in imaging laptops but can be trained on that down the road.

Full Job description

JOB SUMMARY

Under the supervision of the Workplace Support Manager the IS Support Specialist provides onsite technical support to firm attorneys & staff and visitors in the resolution of computer software hardware mobile device telephony multimedia printing and connectivity problems. Configures and installs new or replacement computing systems mobile devices printers telephone systems and other technology tools. Provides daily and after-hours network computer operations and telephony support as necessary both for planned and unplanned occurrences. Supports meeting-related data connectivity including setup & support of Audio Visual (AV) systems including video conference audio conference and presentation systems necessary to ensure successful delivery of AV services for the firms attorneys staff and visitors. Advocates the firms technology best practices to customers based on what is identified by other members of IS Workplace Support Technology Training other IS groups and other Administrative Support groups to ensure that customers and firm visitors can work efficiently & productively and with the highest customer satisfaction.

PRINCIPAL DUTIES AND RESPONSIBILITIES*

• Provides onsite and remote (email voice chat web share and possible external visits) customer support for all network-based computer-based and mobile device-based applications and hardware offered by the firm or enabled by the firm such as personal mobile devices and computers used to access firm resources.
• Sets up configure and deploy laptop & desktop computers and mobile devices and approved printers for attorneys & staff. This includes providing how-to instruction as necessary to ensure usability and as a complement to the services of IS Technology Training.

Provides multimedia meeting support as necessary for Audio Visual (AV) systems including video conference audio conference presentation systems and computer and mobile systems necessary to ensure successful delivery of AV services for the firms customers and clients.

• Support firm visitors in their ability to utilize technology enabled for them by the firm including wireless guest network connectivity guest printing and setup of non-firm systems in conjunction with their work with firm personnel including computers mobile devices and deposition or interview-related technology.
• Identifies researches and resolves technical problems independently and through coordination with others in IS Workplace Support.
• Responds to telephone email Instant Message (IM) desktop video and in-person requests for technical support. Tracks and monitors all issues to ensure timely and effective resolution in the Axios assyst IT Service Management (ITSM) system and abiding by IS ITIL v3-guided processes escalating to others in IS Workplace Support overall IS and vendors as necessary to realize issue resolution.
• Works with customers to ensure that they understand how to use the technology tools available to them to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues.
• Identifies areas in which IS Workplace Support can benefit from improvement in technical and customer service skills working with the Workplace Support Manager IS Technology Training and as appropriate Office Administration to realize the delivery of necessary training.
• Demonstrates sound judgment in providing workarounds to customer Incidents and Service Requests that cannot be resolved initially while researching or engaging the Workplace Support Liaisons or appropriate assignment groups for long-term solutions to the Incident.
• Assists in testing new software & hardware providing feedback as necessary.
• Performs daytime after-hours and weekend computer mobile device telephony AV and network support on behalf of IS Workplace Support IS Applications Services and IS Infrastructure Services which may require short notice to travel to the office outside of normal business hours in the event of system outage events.
• Assumes additional responsibilities as assigned including performing project-related work.
• Contributes to the Firms overall 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 in-person over the telephone and through email.

MINIMUM QUALIFICATIONS

Knowledge/Skills/Abilities:

• Exceptional customer service attitude and skills.
• Excellent interpersonal skills as necessary to work effectively with people at all levels at WilmerHale (WH).
• Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience. Clear articulation of activity solutions and business needs in electronic format including video conference email IM and computer and mobile video as necessary to communicate and coordinate with peers others in IS and the overall firm customer base including firm clients.
• Demonstrated ability to provide face-to-face telephone email IM and video-based support.
• Strong conceptual knowledge of computer software & hardware and mobile device software & hardware configurations support including software applications.
• Demonstrated ability to effectively use computer and mobile-based software operating systems and hardware in use at WH.
• Familiarity with ITILv3 service management processes focused on Incident Management and Request Fulfillment and related event tracking in a service management tool.
• Prefer solid project management and organizational skills including the ability to work effectively with little supervision in an atmosphere of multiple projects shifting priorities and deadline pressure.
• Excellent analytical skills including the ability to compile review and determine logical conclusions or recommendations based on data and information which is varied in content and format.

• Exceptional customer service attitude and skills.
• Excellent interpersonal skills as necessary to work effectively with people at all levels at WilmerHale (WH) including to translate complex technical information to a non-technical audience. Clear articulation of activity solutions and business needs in electronic format including email IM and desktop video.
• Ability to learn develop and apply knowledge of work practices policies and procedures as they relate to IS Support operations including service management software knowledge bases and other support tools.
• Demonstrated ability to effectively use Computer and mobile-based software operating systems and hardware in use at WH.
• Ability to respond to requests with a heightened sense of urgency and excellent customer service skills.
• Strong communication (oral/written) and interpersonal skills as necessary to communicate and coordinate with peers other members of IS and the overall firm client 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.
• Familiarity with ITILv3 service management processes focused on Incident Management and Request Fulfillment and related event tracking in a service management tool.
• 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.

Experience:

• Prefer three years experience in a structured client service technology position including hands-on computer & mobile device hardware operating system AV and software support.
• Prefer experience with remote access technologies Internet research and specialized programs to support the legal community mobile device setup & support PC and MAC setup & support network infrastructure.