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, intellectual property, and transactional and corporate matters. The firm is internationally recognized for representing 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. At Crowell & Moring, exceptional client service begins with exceptional people. We are committed to delivering responsive, high-quality, and professional service to our clients and to one another, while continuously elevating standards of excellence across every aspect of our work.
Job Summary
The Technical Support Specialist is responsible for providing direct technical support and troubleshooting assistance to attorneys and staff to identify, research, track, monitor and resolve technical issues.
Job Responsibilities
- Resolves incoming requests for assistance from customers experiencing problems with hardware, software, networking, and other computer related technologies in compliance with service level agreements.
- 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 into Service Desk ticketing system and, if necessary, escalates calls to proper internal or external 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.
- Troubleshoots, diagnoses and identifies failing/failed parts or systems through the use of hardware diagnostic software and routines.
- Installs, configures, tests, maintains, monitors, and troubleshoots customer workstations and related hardware and software in order to deliver required service levels.
- Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery.
- Participates in special projects as requested.
- Performs testing and evaluation of new technology solutions.
- 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 on-call rotation, providing on-call 24x7 technical support.
Knowledge, Skills and Abilities