Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and Asia that represents clients in litigation and arbitration, regulatory and policy, and transactional and corporate matters. The firm is internationally recognized for its representation of Fortune 500 companies in high-stakes litigation and government-facing matters, as well as its ongoing commitment to pro bono service and diversity, equity, and inclusion.

Workweek Schedule: Monday through Friday, 10 a.m. to 6 p.m.

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.
•    Understand and support local applications that are exclusive to New York,  London and Brussels offices or any other future expansion offices.
•    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.
•    Contributes to knowledge base and documents resolutions and work-around procedures.
•    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. 

•    Assists in the management and maintaining of the hardware asset inventory.
•    Sets up and troubleshoots smart devices using Zenprise. 
•    Visits new hires to demonstrate best practices for hardware, software and remote access.
•    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 three (3) 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 (Interwoven, Elite, Forte, 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 personal computer skills including hardware, operating system and software knowledge, and legal applications (Interwoven, Elite, 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.
•    Demonstrated ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
•    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 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 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.