Northwest Legal Training Professionals

Stoel Rives is looking for a technical support person in their Seattle office.  The job description is listed below.  Submit your application at this link:  http://www.stoel.com/admin_openings.htm.  Click the Search button to display the technical support job.

Job Description:

Title: Technical Support Specialist Status: Non-exempt Reports to: Regional Technical Support Manager Hours: 9:00 am – 5:30 pm (M-F) POSITION OVERVIEW

The primary role of the Technical Support Specialist is to provide high quality technical information, training and support regarding use of firm technology. This position, as part of the IT department, supports firm business needs by supporting end user technical hardware and software requirements. Technical Support Specialist’s are expected to be experts on all firm core applications and hardware. Technical Support Specialist’s answer helpdesk calls, track request for support in a ticketing system, resolve, or escalate support calls for resolution. Support calls involve hardware and software (OS and application) troubleshooting, training and installation. Support call resolution may require remote or hands on support or both. Technical Support Specialist will be responsible for rolling out new hardware and loading images on desktop and laptop computers. Supported hardware includes Blackberry, iPhone, iPad, and Android devices as well as other emerging consumer devices used by the firm’s end users.

JOB FUNCTIONS AND RESPONSIBILITIES

• Respond to Help Desk calls and resolve user problems or questions; escalate to the other IT or firm resource when necessary • Return Help Desk calls in a timely manner • Record and track support incidents • Maintain the checkout laptop and BlackBerry devices, keep hardware in working order and maintain the inventory and checkout status • Effectively communicate software resolutions to end users in person or on the telephone and make adjustments to computer software and hardware environment as necessary via NetSupport • Install, configure and troubleshoot different software installations including, Microsoft operating systems (XP and Windows 7), Microsoft Office products (versions 2003, 2007 and 2010), Microsoft Outlook (versions 2007 and 2010), and other software products as needed • Install and configure component drivers for network computers from manufacturer’s Web sites via the Internet/Intranet or local network locations • setup/breakdown/and support conference room audio/video technology including Power Point and WebEx presentations • Provide after hours emergency support on a weekly rotational basis with other support staff • Other duties and responsibilities as assigned

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent oral/written communication and interpersonal skills to effectively communicate with end users at all levels within the firm • Expert knowledge of Windows Operating System and Professional Office Suite • Expert knowledge of desktop and laptop operations and support • Advanced working knowledge of legal specific software (e.g. FileSite, InterAction, Lexis/Westlaw legal research products, etc.) • Advance knowledge of wireless networking • Expert diagnostic, analytical and troubleshooting skills • Effectively solve computer-related issues and communicate complex information • Function effectively, under pressure of changing priorities and deadlines • Ability to organize and prioritize tasks, working both independently and as a member of a team • Maintain a customer service orientation and remain flexible in a constantly changing work environment • Use active listening skills and be able to give clearly stated instructions • Experience using incident tracking software such as Remedy or Service Desk Express or equivalent • Display an understanding of various software applications and their interaction/integration with other software components, and the ability to resolve problems with each • Understand the impact of changing various operating system components and critical functions, including making changes to Microsoft Windows registry, TCP/IP network configurations and other hardware driver settings

PHYSICAL AND MENTAL CAPABILITIES

• The ability to stand or sit for extended periods of time daily • Ability to lift up to 25 pounds • Must be able to operate firm computer equipment and a touch tone telephone • Must be able to communicate complex information and ideas to end users • Must be able to meet deadlines set by management • Must be available and able to travel

EDUCATION AND EXPERIENCE

• An Associate’s degree or related equivalent combination of education and work experience is required • A+ / Network + Certification or equivalent experience • MCESDT Microsoft Enterprise Desktop Support Technician or equivalent experience • MOS Microsoft Office Specialist or equivalent experience • Two or more years in computer support role, preferably in a law firm

EEO/AA

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