Temporary Technical Support, AV & Desktop Specialist - Crowell & Moring

Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and Asia that represents clients in litigation and arbitration, regulatory and policy, and transactional and corporate matters. The firm is internationally recognized for its representation of Fortune 500 companies in high-stakes litigation and government-facing matters, as well as its ongoing commitment to pro bono service and diversity, equity, and inclusion.

Job Summary
The Technical Support, AV & Desktop Specialist is responsible for providing direct, technical support and troubleshooting assistance to attorneys and staff. The Specialist will identify, research, track, monitor and resolve technical issues. 

Job Responsibilities

• Resolves incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.
• Analyzes and resolves problems according to shifting priorities, time frames and resources, as well as documenting resolutions in call tracking system. 
• Effectively documents all support calls and, if necessary, escalates calls to proper internal support person. Monitors progress through resolution.
• Monitors support activity and informs team/manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.
• Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery.
• Troubleshoots, diagnoses and identifies failing/failed parts or systems through the use of hardware diagnostic software and routines. 
• Assists in the management and maintaining of the hardware asset inventory.
• Imaging and repair of equipment.
• Provides deskside support.
• Performs setup of video teleconference equipment. 
• Performs setup of conference room technologies; projectors, screens, PCs. 
• Participates in the implementation of special projects as requested.
• Consistently models the highest levels of client service orientation and professionalism. 
• Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities.
• Continually improves client service through diligent, thoughtful and timely execution of support requests.
• Participates in the after-hours pager rotation, providing on-call 24x7 technical support. 
• Participates in the rotation of monitoring and resolving of voicemail and email requests.

Education:

• The position requires a High School Diploma or GED.  Bachelor’s Degree in Management Information Systems or related filed is preferred.  Equivalent training and experience may substitute for education.

Experience:

• The position requires a minimum of one (1) year of increasingly responsible, directly related technical support experience in a Windows 10/Office 2010 networked environment.   
• Minimum of two (2) years of customer service or technical support experience required. Law firm and technology experience preferred. 
• Minimum of two (2) years of experience working with personal computers, laptops and audio visual equipment.

Knowledge, Skills and Abilities:

• Advanced personal computer skills including hardware, operating system and software knowledge, and legal applications. 
• Ability to troubleshoot Microsoft Office Applications required.  Legal application knowledge preferred. 
• Demonstrated ability to communicate clearly and effectively, both orally and in writing with attorneys and staff. 
• Ability to communicate technical concepts to non-technical users.
• Ability to provide quality client service to both internal and external contacts, regarding matters of a routine nature.
• Demonstrated ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
• Demonstrated ability to work effectively with others in a cooperative, enthusiastic and friendly manner to accomplish position functions and participate in team efforts.
• Ability to safely lift, move and carry items weighing up to 50 lbs.

Crowell & Moring LLP offers a competitive compensation and comprehensive benefits package. Our benefits include healthcare, vision, dental, retirement, and all-purpose leave and progressive options such as back up childcare, wellness programs, cultural events and social activities. We take great pride in our positive, friendly culture that rewards hard work and success, at the same time recognizing the importance of family and community service.

Our Firm is committed to fair and equitable compensation practice in accordance with applicable laws. The pay-rate range for this position is $32 to $39 per hour. Additional compensation may include a discretionary bonus. The salary for this position may vary based on location, market data, an applicant’s skills and prior experience, certain degrees and certifications, and other factors.

EOE m/f/d/v
Crowell & Moring LLP participates in the E-Verify program.