Information Technology Support Technician

Wiley
, a leading Washington, DC law firm, is seeking a IT Support Technician to join the firm's Information Technology department. This position provides first-level technical support assistance to the firm’s attorneys and staff. The IT Support Technician possesses an understanding of the firm’s core applications and systems and uses the firm’s ticketing system to log technical support requests, maintain records, perform research, and document resolutions.

This position is eligible to participate in the firm's flexible work program.

• Provide first-level technical support and assistance to the firm’s attorneys and staff, both remotely and on-site, and respond to requests received via phone, e-mail and/or in-person
• Diagnose technical issues through discussion with the user and take appropriate steps to research, troubleshoot, and resolve the issue
• Document and follow appropriate escalation procedures for support tickets that cannot be resolved in a timely manner
• Document all user support requests and tickets, maintain records of tasks, and capture final solutions in the on-line help desk system, Service Now
• Provide regular status reports and updates to the user throughout the life of an issue or request
• Assist with processing shipments of assigned and returned equipment
• Assist with provisioning and configuring end-user hardware, software, and peripherals as requested
• Track asset information associated with the distribution of laptops, desktops, monitors, printers, and mobile devices from the firm’s equipment inventory
• Provide floor support to members of the firm as needed

• An on-site presence is an essential function of this position. Remote work may be permitted in accordance with the firm’s flexible work policy and based on business needs
• Position operates in a professional office environment which is usually quiet to moderate
• Position routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
• Position requires that the employee be able to multi-task in a fast-paced work environment

• 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; frequently required to sit, reach with hands and arms, talk, and hear
• Ability to carry or lift items weighing up to 50 pounds

• 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
• Ability to organize workflow and use time efficiently
• 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 or out of a team environment
• Ability to adhere to firm security policies and ISO compliance controls
• Ability to work in a fast-paced environment and adapt to changing deadlines and priorities
• Understands and adopts the organizational structure
• Possesses the attitude of collaboration and sharing
• Willingness to learn and adopt new methodologies
• Ability to participate in on-call rotation and flexibility to work overtime on an as-needed basis

• High school diploma required; bachelor’s degree preferred; technical certifications a plus
• One (1) year of relevant experience working in a help desk or technical support environment
• Strong understanding of installation, configuration, and troubleshooting processes for software, hardware, networking, and accessory equipment
• Experience with Windows operating systems, document management systems, Adobe Suite, and a general understanding of local/wide area networking
• Support experience with PC and laptop hardware
• Experience with mobile device troubleshooting and mail configuration

• Meets the department’s expectations to retrieve, read…