Support Desk Technician

Job Description

As a Support Desk Technician, you will be the frontline of technical assistance, providing comprehensive support to ensure the smooth operation of our firm's technology infrastructure. Your role is pivotal in maintaining high levels of user satisfaction and productivity through prompt and effective resolution of technical issues.

Responsibilities

• Provide 1st & 2nd level technical support via email, phone, or desk-side to assist all Firm network users.
• Log and track calls in the help desk ticketing system to closure and identify issues and trends.
• Escalate critical computer issues to the appropriate IS Tech groups to minimize impact on users' work production.
• Provide support for users for teleconferences and meeting presentations in offices and conference rooms.
• Weekend and after-hours support may be required.
• Travel to our office locations in the United States and Canada, 5% or less
• Help with configuration and installation of laptops and cell phones.

Qualifications

• Effective interpersonal and relationship-building skills
• Strong written and verbal communication skills
• Advanced technical knowledge of laptop computers and hardware peripherals
• Strong working knowledge of Microsoft Office 365 Application Portfolio
  • Outlook, Word, Teams, CoPilot, Authenticator, Azure, Excel, PowerPoint, OneNote, OneDrive
• Document Management Systems experience a plus - iManage.
• Ticketing System experience - ServiceNow
• Self-motivated with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a collaborative work environment.
• Ability to read and understand technical manuals and procedural documentation.
• College Degree or equivalent experience required.
• Certifications are a plus.
• Law firm experience is a plus.

About Us

Known for its commitment to action and tangible results, Cozen O'Connor has rapidly grown to become one of North America's fastest-growing law firms. Offering full-service expertise in litigation, business law, and government relations, the firm serves a diverse clientele, including global Fortune 500 companies, growing middle-market firms, startups, and high-profile individuals. Established in 1970, Cozen O'Connor has more than 1,000 attorneys who help clients manage risk and make better business decisions. The firm counsels clients on their most sophisticated legal matters in all areas of the law, including litigation, corporate, and regulatory law. Representing a broad array of leading global corporations and middle market companies, Cozen O'Connor services its clients' needs through 35 offices across two continents. The firm is consistently ranked among the top 100 law firms in America and has received recognition from prestigious legal and business organizations such as Chambers & Partners, The American Lawyer, The Legal 500, and Best Lawyers. Cozen O'Connor is dedicated to excellence and strives to achieve the right results for its clients, no matter how complex or critical the legal challenges may be.

Cozen O'Connor is committed to fostering greater inclusion in the legal profession. We understand the organizational effectiveness that comes from welcoming and valuing differences within the firm, and we know that assembling a team with a breadth of perspectives and experience is necessary to provide the highest quality legal service. We encourage candidates to apply and join us in this effort.

Cozen O'Connor actively welcomes applicants who have previously left the workforce and are looking to return to their careers. Gaps in experience are not penalized.
Cozen O'Connor is an Equal Opportunity Employer, including disabled and veterans.