Technical Support Representative

Wiley , a leading Washington, DC law firm, is seeking a Technical Support Representative to join the firm's Information Technology department. The Technical Support Representative provides troubleshooting assistance to attorneys and staff for software, network, and hardware issues. The Technical Support Representative possesses a strong understanding of the firm’s core applications and systems and uses the firm’s ticketing system to log calls, maintain records, and research and document resolutions. This position is eligible to participate in the firm's flexible work program. RESPONSIBILITIES/ESSENTIAL FUNCTIONS: Provide expert telephone, e-mail, and in-person support to the firm’s attorneys and staff, troubleshooting a variety of software, hardware, and network issues to point of resolution or escalation Log customer calls, maintain records of tasks, and capture final solutions in the online help desk ticketing system, ServiceNow Ability to analyze root cause of incidents and determine resolutions Route tickets to the appropriate person within the department for resolution in accordance with established escalation procedures Provide status reports to customers throughout the life of an issue or request Research and write appropriate technical documentation on applications and processes Track asset information associated with the distribution of laptops, desktops, monitors, printers, and mobile devices from the firm’s equipment inventory Provide floor support as needed Test and evaluate software and hardware products WORK ENVIRONMENT: An on-site presence is an essential function of this position. Remote work may be permitted in accordance with the firm’s flexible work policy and based on business needs Position operates in a professional office environment which is usually quiet to moderate Position routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets Position requires that the employee be able to multi-task in a fast-paced work environment PHYSICAL DEMANDS: This position is primarily a sedentary position. However, some duties and responsibilities may require the employee to lift files, open filing cabinets, bend or stand, reach with arms and hands, climb or balance, occasionally move about to access office equipment, file cabinets, etc. May require employee to carry or lift items weighing up to 10 pounds and occasionally lift and/or move objects up to 50 pounds KNOWLEDGE, SKILLS, AND ABILITIES: The ability to communicate professionally and effectively, both in oral and written form The ability to multi-task, prioritize/coordinate deadlines, and track progress of tasks Ability to organize workflow and use time efficiently Ability to demonstrate attention to detail and accuracy Must maintain confidentiality of work-related information and materials Must establish and maintain effective working relationships in or out of a team environment Ability to adhere to firm security policies and ISO compliance controls Ability to quickly develop expert level knowledge in systems within organization Understand and adopt the organizational structure Possesses the attitude of collaboration and sharing Willingness to learn and adopt new methodologies Ability to participate in on-call rotation and flexibility to work overtime on an as-needed basis EDUCATION AND EXPERIENCE: High school diploma required; Bachelor’s degree preferred; technical certifications a plus Five (5) plus years relevant technical support experience preferred. Prior law firm experience preferred. Support experience with PC and laptop hardware as well as HP laser printers Experience with mobile device troubleshooting and mail configuration Experience with Windows operating systems, document management systems, Google Chrome, and a general understanding of local/wide area networking OTHER DUTIES: Meets the department’s expectations to retrieve, read and/or respond to firm and client-related e-mail messages during and outside of core business and scheduled work hours by connecting a personal mobile device (smartphone or tablet with a data plan) to the firm’s network This description outlines the basic requirements of this position. It is not intended to be a complete description as other duties may be assigned. The base salary for this position is expected to be between $90,000 to $95,000 annually. Actual salary will be determined based on skills, experience (to the extent relevant) and other job-related factors, consistent with applicable law. Wiley’s comprehensive benefits package includes medical and prescription drug plan coverage, dental, vision, flexible spending and health savings accounts, life insurance, 401(k) retirement plan with firm discretionary contribution, generous paid time off (PTO) package plus ten firm paid holidays, access to state of the art on-site fitness facilities and locker rooms and wellness programming, paid parental leave and subsidized backup child/elder care, and more. Wiley is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military and veteran status, personal appearance, family responsibilities, political affiliation, matriculation status, credit information, status as a victim or family member of a victim of domestic violence, a sexual offense or stalking, homeless status, or any other characteristic protected by applicable law. This Organization Participates in E-Verify. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Employers may not use E-Verify to pre-screen job applicants and may not limit or influence the choice of documents you present for use on the Form I-9. #J-18808-Ljbffr