Technical Support Analyst-DC

Washington, DC
Job Type
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Under the direction of the Help Desk Manager, this role provides direct technical support to all attorneys and staff, including identifying, researching, and resolving end user issues.

Position Hours

9:30 am - 6:00 pm

Responsibilities/Essential Functions

  • Provide expert telephone support to our customers, troubleshooting a variety of software, hardware and network issues to point of resolution or escalation
  • Ability to analyze root cause of incidents and quickly determine resolutions
  • Research and write appropriate technical documentation on applications and processes
  • Log customer calls, maintain records of tasks, and capture final solutions in the on-line help desk system, IQTrack
  • Take on and thoroughly complete both individual projects and assigned components of team initiatives while meeting all applicable deadlines
  • Provide floor support as needed
  • Route tickets to the appropriate person within the Department for resolution in accordance with established escalation procedures
  • Provide status reports to customers throughout the life of an issue or request
  • Ability to adhere to firm security policies and ISO compliance controls
  • Closely track information associated with the distribution of laptops, printers, and mobile devices from the Firm’s loaner pools and follow proper procedures to protect the Firm’s investment in these devices
  • Distribute toner cartridges to customers as needed
  • Test and evaluate software and hardware products
  • Must be available for weekend shifts, on-call rotation and other overtime
  • The firm requires that the duties and responsibilities of this position be performed onsite during scheduled work hours.
  • Other duties as assigned


Education and Experience

  • College degree preferred; technical certifications a plus
  • 5+ years relevant technical support experience preferred.  Prior law firm experience preferred.
  • Support experience with PC and laptop hardware as well as HP laser printers
  • Experience with Windows operating systems, OpenText Document Management, IE, Adobe Suite and a general understanding of local/wide area networking
  • Experience with mobile device troubleshooting and mail configuration


Knowledge, Skills and Abilities

  • The ability to communicate professionally and effectively, both in oral and written form
  • The ability to multi-task, prioritize/coordinate deadlines and track progress of tasks
  • Strong customer service orientation
  • Ability to demonstrate attention to detail and accuracy
  • Must maintain confidentiality of work related information and materials
  • Must establish and maintain effective working relationships in and out of a team environment
  • Ability to quickly develop expert level knowledge in systems within organization
  • Responsible for developing and maintaining relevant subject matter expert procedures and standards
  • Must be able to provide administration & support related to systems within organization
  • Resourceful problem solving and ability to create and implement effective procedures
  • Ability to organize work flow and use time efficiently
  • Understands and adopts the organizational structure
  • Possesses the attitude of collaboration and sharing
  • Willingness to learn and adopt new methodologies
  • Flexibility to work overtime on an as-needed basis


Work Environment/Physical Demands

  • Position operates in a professional office environment which is usually quiet to moderate
  • While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, and crouch.  Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read information.  The employee frequently is required to sit, reach with hands and arms, talk and hear
  • The employee frequently lifts and/or moves objects up to 10 pounds and occasionally lifts and/or moves objects up to 50 pounds


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