Looking for a highly qualified and motivated Senior Technical Support Specialist. The Senior Technical Support Specialist provides in-depth technical support and leads problem-solving/troubleshooting efforts for internal customers in all domestic and international Offices. This Specialist receives, prioritizes, documents, and actively resolves end user technical requests via the phone. In performing his/her responsibilities, this Specialist will use diagnostic skills, knowledge management and help request tracking tools.
This is a work from home position and requires proven ability to work independently with limited direct supervision. Proven success in a work from home capacity preferred. An ideal candidate has experience providing support in high volume, multi-system, networked environments. The Senior Technical Support Specialist position is assigned to the User Support & IT Training Team and reports to the Manager of User Support.
ESSENTIAL CAPABILITIES:
*Ability to understand and assimilate to the organization's culture, philosophy and values
* Ability to make clear decisions that move self and others forward positively
* Ability to manage multiple concurrent objectives or activities, and effectively make judgments in prioritizing and time allocation in a high-pressure environment
* Strong (advanced level) Application Skills
* Ability to problem solve at a high level
* Ability to work independently
* Ability to relate to non-technical users in user-friendly language
* Ability to gauge one's strengths and limitations
* Willingness to receive constructive criticism or feedback on job performance and adjust work habits as necessary
* Ability to process information with high levels of accuracy
* Ability to deal with changes and adapt to a changing environment
* Ability and willingness to seek out work and accomplish goals
* Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations
* Ability to work with minimal supervision and report milestones to Manager
* Willingness to expand IT diagnostics of issues to incorporate new problem solutions into User Support
* Ability to acquire knowledge and turn it around into a problem solving tool in minimal time
Requirements:
EDUCATION, EXPERIENCE AND SKILLS REQUIRED:
* Associate's Degree in Computer Science or completion of a program at a recognized technical institute required or minimum of 4 years of Help Desk Work from Home experience preferably in a Law Firm
* In-depth hands-on knowledge of and experience with troubleshooting enterprise and desktop applications
* Proven experience with troubleshooting principles, methodologies & issue resolution techniques
* MOS Certification within 18 months of hire
* Knowledge of quality management processes & practices
* Knowledge of application systems used for delivery of services to internal customers
* Knowledge of approaches, tools & techniques for recognizing and resolving technical (hardware, software, application) problems
* Strong written & oral communication skills
* Strong technical competency & problem-solving skills
* Highly self motivated and directed
* Willingness and ability to provide on-call support during unstaffed business hours as assigned (scheduled on a weekly basis, assignments rotated amongst agents.
* Ability to commute to a Ropes & Gray office as required for Training or other business needs
ESSENTIAL FUNCTIONS:
1. Works with callers and other help desk specialists to resolve normal and unusual information system problems
2. Monitors types of incoming calls and common resolutions. Able to search on hand knowledge bases for other resolution avenues
3. Participates in analysis of client identified issues or problems which may require changes to procedures, standards and systems
4. Responds to telephone calls, e-mail and personnel requests for technical support. Tracks & monitors the problem to insure a timely resolution and follow-up
5. Develops a knowledge of Firm's total computing environment & the quality management processes and practices
Shift: 8am-4pm, M-F |
