Technical Support Specialist; Minneapolis, MN; Denver, CO; Salt Lake , UT

Responsibilities

• Provide firmwide technical support from the central Technical Support Center (TSC) via phone instruction, email, remote, and desk‑side assistance as needed.
• Act as the initial point of contact for users with questions, requests, or troubleshooting problems relating to computer software, desktop operating systems, hardware and related peripherals. Escalate more complex problems to senior level.
• Understand escalation rules, procedures, and staffing for support incidents, and escalate accordingly.
• Log all support incidents and customer requests into the Technical Support Center (TSC) tracking system on a timely basis and use the system to track all unclosed issues.
• Follow up on all unclosed issues to ensure final resolution.
• Work with team and manager to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improving training and user communications, and otherwise reducing the volume and difficulty of support incidents.
• Assist in implementing software and hardware projects, pilot tests, and rollouts.
• Maintain department standards for attendance, coverage, customer service, and volume and effectiveness of problem resolution.
• May be requested to perform other duties not listed above.

• High School diploma or G.E.D. equivalent.
• At least two years of experience supporting Office 365 and Windows 10, among other standard office software applications.
• Experience supporting multi‑factor security technologies such as RSA and MFA for in‑house and remote access.
• Excellent customer service skills.
• Capable and professional in all written and oral communications.
• Ability to diagnose problems, absorb and utilize information quickly, manage tasks, and balance priorities.
• Must be able to work in a high stress environment.
• Ability to effectively work with all levels of personnel.
• Willing to work nights, weekends, and travel, if necessary.

• Associate’s degree or technical degree.
• At least two years of experience in a law firm or other professional service organization.
• Experience with support of standard applications used in the practice of law, such as Net Documents, Elite 3E, SaaS environments, and UKG.

Dorsey offers opportunities for advancement within a collaborative and dynamic environment, with competitive pay and excellent benefits. Our benefits are available to business professionals working 17+ hours per week along with their dependents, including spouses and domestic partners regardless of gender. Dorsey’s benefit package includes: comprehensive medical insurance with coverage for infertility, gender‑affirming care, behavioral health, and access to virtual providers;

dental insurance; vision insurance; 401(k) retirement savings plan with firm contribution; basic and optional life insurance; short and long‑term disability; paid time off; up to eight weeks of paid parental leave with up to an additional six to eight weeks of paid short‑term disability for business professionals who give birth; paid holidays; paid volunteer day; discretionary bonuses (if bonus eligible);

adoption assistance; healthcare, dependent care, and transportation pre‑tax reimbursement accounts; back‑up child and elder care program; education and college advising program; virtual tutoring; wellbeing programs and activities; mass transit program (certain offices); travel assistance program; 24/7 employee assistance program with access to five confidential visits with a licensed counselor at no cost.

Dorsey is committed to providing disability and religious‑based reasonable accommodations, as well as menopause, pregnancy or lactation‑related reasonable accommodations. If you require a reasonable accommodation during the application and hiring process, or if you have questions about a workplace reasonable accommodation, please contact us at 612‑492‑5178.

Dorsey & Whitney LLP is an EEO/AAP/Disabled Vets Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, ancestry, sex, national origin, sexual orientation, gender identity, affectional preference, disability, age, marital status, familial status, status with regard to public assistance, military or veteran status, or any other legally‑protected status. Dorsey & Whitney LLP participates in E‑Verify.

The pay range for this position in Minnesota and Colorado only is $26.83 to $34.72 per hour. The pay range for this position in Seattle only is $29.73 to $38.47 per hour.

• Minneapolis, MN
• Salt Lake City, UT
• Denver, CO
• Des Moines, IA
• Dallas, TX
• Phoenix, AZ
• Missoula, MT
• Boise,
• Anchorage, AK
• Seattle, WA

Regular work hours: 8:15 a.m. – 5:00 p.m. CT Monday through Friday.