Senior Desktop Support Specialist

Senior Desktop Support Specialist

Information Technology All Practice Areas Washington, DC

At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.

We are seeking a Senior Desktop Support Specialist t o join the Washington, D.C. office. As a member of the K&L Gates Information Technology Department, the Senior Desktop Support Analyst provides support for a group of offices per the assigned region. Ownership of problems from beginning to end by using elevated accounts and advanced analysis to troubleshoot problems through interaction with the end users, to restore service and/or identify and correct issues.

Daily operational requirements include excellent communications and customer service skills. Position requires individuals be able to effectively communicate to end users and fellow Desktop Support staff.

Candidates must be self-starters who possess the ability to work independently and as part of a team. Excellent communication skills and a commitment to providing the highest quality client service are strongly preferred.

Daily interaction with timekeepers and staff. Responsible for developing working relationships with fellow IT staff

• Assume ownership of escalated tickets involving more complex issues from other IT groups; manage vendor relationships on cloud-based applications
• Responsible for requests assigned to regional office queue in ITSM software for tickets; engages customers locally and remotely to resolve issues in a timely manner
• Own issues through resolution; including research, install, and troubleshoot software as necessary to meet needs of firm practice groups or individuals
• Actively listening to, and understanding customer requests and inquiries; and building rapport with each customer in order to provide exceptional service
• Effectively communicate with end users and interact with all IT personnel to resolve problems in a quick, timely manner
• Manage and utilize time effectively to meet required service levels for improved customer satisfaction and prompt incident resolution
• Report daily reoccurring issues and status project tasks to the Team Lead and Desktop Support Manager
• Develop and deliver new hire orientation both locally and remote
• Provide support to all offices which includes travel to as required

• Assist Engineering groups on a case by case basis with computer closets, server rooms and data centers
• Local and remote office inventory tracking

• Bachelor’s degree or equivalent experience with 3+ years of related Information Technology work experience
• Good verbal and written communication skills with the ability to work with operation and business areas of the firm
• Familiarity with software applications used in the legal industry (i.e. document management, docketing, legal records, library management, or electronic discovery)
• Previous experience in a technical support role, preferably supporting a national or international client base
• Solid analytical and problem solving skills to understand and address customer issues promptly
• Ability to exercise judgment in prioritizing work, responding to customer needs, and in determining when an inquiry requires higher-level involvement
• Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude
• Ability to multi-task, work under pressure, handle interruptions while maintaining flexibility in work assignments
• Ability to maintain professional communication skills by phone, email, and in person with timekeepers and staff
• Maintains awareness of new and emerging technologies and products provided by IT
• Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as organizational structure

• Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as…