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.

Workweek Schedule:

Monday - Friday, 10:30 a.m. to 7:00 p.m.

Job Summary:

The Technical Support Engineer is responsible for providing direct, technical support and troubleshooting assistance to attorneys and staff to identify, research, track, monitor and resolve technical issues.  The Engineer will work independently on the development and implementation of special projects and serve as a mentor to other team members.

Job Responsibilities:

•    Resolves incoming telephone requests for assistance from customers experiencing problems with hardware, software, networking, remote access and other computer-related technologies.
•    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 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.
•    Performs user account creation, deletion and maintenance.
•    Provides technical support, management, security authentication of mobile devices. 
•    Assists in software rollouts and technology project delivery.
•    Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery.  Leads the development and implementation of procedural changes.
•    Participates in the implementation of special projects as requested.
•    Consistently models the highest levels of client service orientation and professionalism. 
•    Mentors and teaches team members on IS related support procedures, troubleshooting processes, and issue resolution.
•    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 five (5) years of increasingly responsible, directly related experience during which knowledge, skills and abilities applicable to the position were demonstrated.  Expert knowledge in all Microsoft Office Applications, Windows 10 and Legal Applications (FileSite, Elite, Deltaview, etc.) required.

Knowledge, Skills and Abilities:

 •    Ability to provide quality client service to both internal and external contacts, regarding matters of a routine nature.
•    Advanced technical skills, including the operating system and software knowledge.
•    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 adapt to changing priorities and maintain a productive and committed work effort, meeting deadlines and managing workload.
•    Must have sound negotiation skills and be able to develop and maintain effective business relationships.
•    Demonstrated ability to make presentations to small and/or large groups in an effective manner.
•    Demonstrated ability to work well effectively, either independently or in a team environment, demonstrating significant initiative and self-motivation, to accomplish position functions and participate in team efforts.
•    Ability to safely lift, move and carry items weighing up to 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
Crowell & Moring LLP participates in the E-Verify program.