User Support Representative

Williams & Connolly LLP is seeking an outgoing, service-oriented User Support Representative (Help Desk) to provide technical support to the firm's end users on a variety of issues. This position reports to the Help Desk Supervisor. The schedule for this position is Sunday through Thursday, with regular hours primarily during the evening. The position also requires additional after-hours support as needed.

Responsibilities include, but are not limited to:

• Responds to incoming telephone calls, e-mails, support tickets, and in-person requests for technical assistance;
• Enters all issues into the Help Desk ticketing system and prioritizes, escalates, and monitors open issues until resolved;
• Performs research on technical questions or problems and diagnoses, troubleshoots, and actively resolves incidents;
• Develops and maintains the internal technology knowledge base; and
• Researches, evaluates and recommends new technology solutions based on attorney work needs and the firm's business requirements.

The User Support Representative will be expected to provide exceptional customer service, support, and train all end users.

Qualified applicants should have strong knowledge of Microsoft Windows operating systems and the Office suite. Experience with common litigation support applications, document management systems, hardware and networking basics and remote access applications are strongly desired. Candidates must possess patience, exceptional verbal and written communication skills, strong diagnostic ability, superior troubleshooting skills and a flexible approach to teamwork.

Work is performed in a professional office environment and requires the following:

• Prolonged periods using a sit-to-stand desk and working on a computer.
• Repetitive movements, including typing on a keyboard and using a mouse.
• Ability to lift and carry up to 25lbs.
• Prolonged periods of standing and walking during hardware installations and troubleshooting.
• Bending, crawling, and kneeling to access cables and complete IT set-up.
• Employees must be able to perform the essential functions of this position with or without reasonable accommodation.

After successfully completing the introductory period, the candidate will be eligible to work the department's approved hybrid schedule.

The anticipated hourly wage for this position is $38.46 - $43.58, which equates to $75,000 - $85,000 on an annual basis based when working the standard 1,950-hour annual work schedule. This is a non-exempt position. The final offer amount is dependent on a variety of factors including, but not limited to, years of experience, education, and other relevant skills and qualifications.

Williams & Connolly LLP offers competitive compensation and benefits packages.