IT Support Administrator

Description

This IT Support Administrator is responsible for quickly resolving end-user issues; providing technical support and troubleshooting assistance; installing software, setting up devices; supplying exceptional audio visual (AV) support to the local office; and providing floor support to attorneys and staff. This position is also responsible for providing advanced application support to practice groups, departments and teams. Superior technical and customer service skills are paramount.

At Davis Wright Tremaine, you will find challenging assignments, opportunities for professional growth and community involvement, and a culture of inclusion. DWT fosters inclusiveness and authenticity. Regardless of position, everyone here has a voice and the support is unparalleled.

On a typical day you will:

• Partner with teammates and other coworkers to identify and resolve issues and problems, and make improvements
• Become intimately familiar with assigned applications or products to support departments, practice groups or teams to understand, support, and advise business processes
• Keep professional skills current by taking relevant training, continuing education courses, and conferences. Apply and share these skills back on the job to the betterment of the department and firm
• Be a critical thinker; think things through before asking someone else and use the resources available to find information and seek answers
• Maintain high quality standards within the team by supporting good practices and habits. Identify and encourage areas for growth and improvement within the team
• Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members, leadership, and other affected parties
• Quickly resolve end-user issues escalated through Service Desk support channels
• Provide proactive, in-person support to all users within the local office by frequently traversing all floors and seeking opportunities to assist
• Provide Level II and Level III technical advice/support, troubleshooting assistance, and problem resolution for PCs (both laptops and desktops), printers, applications, smartphones, mobile devices, telephones, remote access, and document transfers
• Provide technical advice, support and setup for all audio/visual needs within the local office. Partner with Lead AV Specialist and colleagues in all offices to ensure meetings are setup on time and executed without issues
• Manage and triage incoming Service Desk tickets on a daily basis. Provide regular written or verbal follow-ups with users, maintain clearly written and comprehensive ticket work notes, and resolve tickets in a timely manner
• Provide Service Desk call center backup for the Information Technology (IT) Support Analyst team, and be ready to take incoming calls
• Install software, configure and set up PCs; install and set up printers and telephones as necessary
• Document all support interactions and their resolutions in the incident tracking database
• Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested
• Maintain awareness and adherence of security measures, policies, methods and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data. Promote a culture that promotes information security as an integral part of IT architecture and business processes
• Maintain knowledge of hardware and software supported and how various departments, practice groups, and teams utilize them to support business processes
• Coordinate timely repair of hardware with outside vendors, monitoring inventory levels, verifying bills/invoices, etc.
• Generate and maintain hardware and software inventories for the office
• Coordinate specific systems-related office needs with the office administrators (or local supervisor) and IT personnel; participate in network updates
• Assist with scheduling and communicating all system changes and downtime within the office as requested
• Assist with other special projects, tasks, and/or support as assigned
• Provide off-hours/pager support as necessary
• Travel as necessary
• Work non-business hours for application upgrades as necessary

Join us if you have:

• GED/High School Diploma required, Bachelors degree preferred
• A+ Certification preferred
• 2+ years experience in providing direct hardware and software support required
• 1+ years experience in providing AV support is required
• 1+ years experience in a law firm required
• Demonstrate an understanding of desktops, laptops, mobile devices, printers, various Windows OS, and Microsoft Office Suite required
• Microsoft 365 experience, a plus
• Mac OSX, a plus
• iOS and Android experience, a plus
• Ability to communicate in a pleasant and effective manner with attorneys and staff, in person and by telephone, required
• Exceptional customer service and troubleshooting skills, problem solving, and follow-up skills are required
• Excellent interpersonal skills required. Must be a team player, required
• Ability to handle stressful situations in a calm, composed manner is required
• Ability to quickly assess a situation and adjust approach to fit, is required
• A strong attention to detail and quality control required
• Experience providing remote access support strongly preferred
• Training experience, either one-on-one or classroom, a plus
• Understanding of large networked environments (both LAN and WAN), a plus
• Demonstrated ability to quickly learn and support new technologies is required
• Tenacious problem solving skills, required
• Ability to work independently, with minimum supervision required

Who We Are

Davis Wright Tremaine LLP is an AmLaw 100 law firm with eight offices nationwide. We are relentlessly committed to client service and look for candidates who share that commitment. At DWT, client service means having empathy for each clients and each lawyers work and personal pressures, business objectives, and legal needs; anticipating their needs; and having the capabilities and commitment to deliver what matters most to them.

Whats in it For You?

DWT offers competitive compensation in addition to ample benefits including but not limited to:

• Choice of health and vision insurance plans
• 2 paid volunteer days for qualifying community service work
• Dental plan
• Fertility and adoption benefit
• Paid sabbatical after 13 years of service
• Tuition reimbursement
• Commuter benefits
• Retirement contribution

Physical Requirements

While performing the duties of this job, the employee is regularly required to feel and reach with hands and arms and frequently required to sit, stand, walk and occasionally stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

This job description intends to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to include all duties and responsibilities.

Davis Wright Tremaine LLP believes that embracing diversity and inclusion brings out the best of what each individual has to offer and inspires us to build strong and lasting connections with each other, our clients, and our communities. We are committed to promoting a diverse workforce and inclusive environment where every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. It is our policy to hire, promote, transfer, terminate, and make all employment-related decisions without regard to an employees sex (including pregnancy, childbirth, breastfeeding, or related medical condition), race, color, ancestry, sexual orientation, gender, gender identity, gender expression, national origin, religious creed, age, marital status, physical or mental disability, genetic information, medical condition, military condition, military or veteran status or any other basis prohibited by applicable local, state, or federal laws.

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