Crowell & Moring was founded in 1979 by 53 lawyers who left a large national firm to begin a different kind of law firm. Since then, we've grown to more than 500 lawyers in Washington, D.C., New York, San Francisco, Los Angeles, Orange County, London, and Brussels. And we've created some impressive milestones along the way.

Job Summary:

The Technical Support Analyst is responsible for providing direct technical support and troubleshooting assistance to attorneys and staff to identify, research, track, monitor and resolve technical issues.  In addition, the position works independently on the development and implementation of special projects.

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 Help 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.
•    Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery.  Participates in the development and implementation of procedural changes.
•    Participates in the implementation of special projects as requested.
•    Performs testing and evaluation of new technology solutions.
•    Sets up and troubleshoots smart devices using Airwatch MDM. 
•    Performs new hire customer visits to demonstrates best practices for hardware, software and remote access.
•    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.

Requirements:

Education
The position requires a Bachelor’s Degree in Computer Science or Information Systems. Equivalent training and experience may substitute for education.

Experience
The position requires a minimum of three (3) years of increasingly responsible, directly related experience during which knowledge, skills and abilities applicable to the position were demonstrated.
The position also requires experience working with and supporting Office 2010 Suite and Windows 10 and with remote access such as Citrix, VPN and Remote Desktop.

Knowledge, Skills and Abilities:

•    Advanced personal computer skills including hardware, operating system and software knowledge, and legal applications (Interwoven, Elite, ChangePro , etc.).
•    Demonstrated ability to communicate clearly and effectively, both orally and in writing with attorneys, staff and external contacts.
•    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.
•    Must have sound negotiation skills and be able to develop and maintain effective business relationships.
•    Demonstrated ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
•    Demonstrated ability to work effectively both independently and 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 less than 50 lbs.
 

Crowell & Moring LLP offers a competitive compensation and comprehensive benefits package which includes progressive options such as back up child care, 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.

EOE m/f/d/v
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