Technical Support Specialist (Minneapolis, MN; Denver, CO; Salt Lake City, UT; Dallas, TX; Phoe[...]

We are seeking a Technical Support Specialist to join our Information Services team. As the initial point of contact for our business professionals and attorneys, you will provide technical support related to computer software, desktop operating systems, and hardware and related peripherals. Regular work hours are 8:15 am – 5:00 pm CT, Monday through Friday. Responsibilities Provide firmwide technical support from the central Technical Support Center via phone instruction, email, remote assistance, and desk‑side assistance as necessary. Act as the initial point of contact for users with questions, requests, or troubleshooting problems relating to computer software, desktop operating systems, hardware, and related peripherals. Escalate more complex problems to senior level. Understand escalation rules, procedures, and staffing for support incidents, and escalade accordingly. Log all support incidents and customer requests into the Technical Support Center tracking system on a timely basis and use the system to track all unclosed issues. Follow up on all unclosed issues to ensure final resolution. Work with team and manager to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improving training and user communications, and otherwise reducing the volume and difficulty of support incidents. Assist in implementing software and hardware projects, pilot tests, and rollouts. Maintain department standards for attendance, coverage, customer service, and volume and effectiveness of problem resolution. May be requested to perform other duties not listed above. Qualifications High school diploma or G.E.D. equivalent. At least two years of experience supporting Office 365 and Windows 10, among other standard office software applications. Experience supporting multi‑factor security technologies such as RSA and MFA for in‑house and remote access. Excellent customer service skills. Capable and professional in all written and oral communications. Ability to diagnose problems, absorb and utilize information quickly, manage tasks, and balance priorities. Must be able to work in a high‑stress environment. Ability to effectively work with all levels of personnel. Willing to work nights, weekends, and travel, if necessary. Preferred Qualifications Associate’s degree or technical degree. At least two years of experience in a law firm or other professional service organization. Experience with support of standard applications used in the practice of law, such as NetDocuments (document management system), Elite 3E, SaaS environments, and UKG. Location Minneapolis, MN Salt Lake City, UT Denver, CO Des Moines, IA Dallas, TX Phoenix, AZ Missoula, MT Boise, ID Anchorage, AK Seattle, WA Pay range for this position varies by location: Minnesota and Colorado only: $26.83‑$34.72 per hour. Seattle only: $29.73‑$38.47 per hour. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, ancestry, sex, national origin, sexual orientation, gender identity, affectionate preference, disability, age, marital status, familial status, status with regard to public assistance, military or veteran status, or any other legally protected status. #J-18808-Ljbffr Dorsey & Whitney LLP