Job Title: Technology Support Specialist
Department: Information Technology
Office: Boston
Report to: Director of Customer Care
Status: Non-Exempt
Summary
We strive to be enterprising, respectful, inclusive, insightful, and tenacious in every aspect of our business, including our interactions with clients, colleagues, and the communities where we have a presence. We rely on these core values to serve clients in key practice areas and industries – the pillars of Brown Rudnick: crisis management, which includes restructuring, investigations, and special situations; global litigation; life sciences; technology; and brand and reputation protection.
Our mission is to deliver informative and supportive service on first point of contact to empower the legal and business professionals across the Firm with reliable and secure technology solutions that enhance their ability to deliver exceptional legal services to our clients. The Customer & Desktop Support Specialist will be responsible for delivering best-in-class support to our Firm’s community both in-person and by phone.
Responsibilities
- Coverage of Service Desk phones and inbox providing first line of support for customers firm-wide on all applications, hardware and network-related issues.
- Troubleshoot and resolve complex computer, peripheral and audio/visual hardware, software and application issues, both by phone and in-person at our Boston office when needed.
- Communicate effectively with internal customers regarding technical problems/questions. Communicate complex, technical concepts to a non-technical audience.
- Maintain hardware inventory of Boston-based equipment and peripherals, including spare equipment and equipment in need of repair.
- Facilitate audio and video conferences between Firm locations and with external participants as applicable. Troubleshoot and resolve conference technology issues, including audio and video quality, connectivity, and integration problems.
- Ability to quickly learn new applications and upgrades to existing applications; ability to understand procedures and instructions for the specific applications on Firm computers; assist with the documentation and resolution of issues that originate in Customer Support. Receive and manage all support calls through our Unified Call Center.
- Enter all customer requests into our call tracking system, monitor assigned calls, provide ongoing progress reports to users and issue weekly reports on completed and outstanding calls.
- Perform root cause analysis and develop resolutions to common issues - enabling immediate issue resolution for future related calls. Document and share all resolutions with team members and others within IT as appropriate.
- Perform information gathering and troubleshooting details prior to escalating calls - providing sufficient technical detail for 2nd and 3rd levels to resolve.
- Additional duties and responsibilities may be assigned as needed to support the organization's evolving needs or the department’s mission.
Qualifications
- College degree or equivalent IT experience (2-4 years) in legal/law firm environment preferred.
- Exemplary customer service skills that focus on our working lawyers and business professionals
- Outstanding communication and interpersonal skills - both written and oral, a customer service-oriented attitude, a professional phone demeanor and the ability to deal with multiple tasks concurrently.
- Excellent organizational skills.
- Expert experience with Microsoft 365 including Word, Excel, PowerPoint, Access, Outlook, as well as Windows 10, Citrix, VPN and iManage/NetDocuments.
- Experience with supporting video conferencing, online meetings, screen share, and webinar platforms like Webex, Microsoft Teams and Zoom.
- Knowledge of PC hardware components, printer components and Windows 10 configuration and diagnostic utilities.
- Flexible, willingness to work overtime, participate in after-hours coverage rotation and contribute to IT department projects as directed.
- Microsoft certifications are a plus.
Who We Are
Brown Rudnick is an international law firm with roots in post-war 1940s Boston and New York City. From the beginning, our lawyers and business professionals have demonstrated a remarkable blend of entrepreneurialism and collaboration. Over the last 25 years, the combined firm has thrived with full and easy partner/practice integration, rapidly realized profits from practice group collaboration, the continued development of new lawyers and a business professional staff that is well respected in the industry. Today, Brown Rudnick is a recognized leader in several practice and industry areas, such as corporate restructuring, technology, white collar defense, international disputes, intellectual property, and life sciences. The Firm continues to grow strategically and show its entrepreneurial, collaborative spirit that led to its creation.
Salary range based on experience level and location is estimated to be in the range of $65,000-85,000.
Brown Rudnick LLP is an Equal Opportunity Employer, committed to recruiting, developing, and advancing talented professionals from all backgrounds across the spectrum of diversity. All employees and applicants are evaluated on the basis of their qualifications, consistent with applicable state and federal laws, without regard to race, ethnicity, color, ancestry, religious beliefs, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), sexual orientation, gender identity and/or expression, age, national origin, marital status, physical or mental disability, medical condition, genetic information, military or veteran status, or another protected characteristic, all as defined by applicable laws.
