POSITION SUMMARY As a member of the Global Service Desk, the Technical Support Specialist is responsible for delivering first-line technical support to all internal clients. This department must deliver exceptional customer service support to all firm locations.
A qualified candidate will possess the problem-solving and technical skills necessary to respond to clients’ issues and inquiries using a variety of diagnostic tools and fundamental knowledge of systems and applications. Strong interpersonal skills are required to guide clients through varied situations, maintain composure in stressful circumstances, and resolve issues in a timely and professional manner.
KEY RELATIONSHIPS Work closely with all internal clients leveraging the knowledge, resources, and support groups within the firm
ESSENTIAL DUTIES • Act as initial point of contact on any correspondence from internal clients regarding any application, hardware-related inquiry, or issues relating to Microsoft Office, Windows OS, Citrix-based solutions, and smart devices • Deliver consistent responses to clients following established service level agreements • Manage ticketing system, providing detailed identification of root cause, troubleshooting steps performed, and resolution of the issue • Document and update knowledge base articles and internal procedure workflow • Perform entry level system administration • Work independently to monitor and complete tasks in the queue • Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues
ADDITIONAL DUTIES • Application testing prior to rollouts • Internal projects as assigned
EXPERIENCE SKILLS REQUIRED • Associate’s Degree or technical school certificate • Ability to multi-task, work under pressure, and handle interruptions while maintaining flexibility in work assignments • Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude • Ability to thrive in a fast-paced environment with a high degree of resiliency • Prior experience working for a professional services organization desirable • Previous experience using Service Management tools desirable • Help Desk Institute certifications [Customer Service Representative (CSR), Support Center Analyst (SCA),and Knowledge Center Support (KCS)] desirable • ITIL v3 Foundations or Microsoft certifications desirable
ADDITIONAL ABILITIES REQUIRED • Occasional overtime required • Ability to work occasional holiday and/or weekend shifts in order to support the business on a 24/7 basis • Flexibility to change shifts in order to meet business needs • This job operates in an office setting and is largely sedentary, requiring the routine use of a computer and other standard office equipment. The ability to open file cabinets, lift files, bend, and stand on a stool may also be required.
K&L Gates LLP delivers legal services on an integrated and global basis, with over 2,000 lawyers on five continents. We represent a broad array of leading global corporations in every major industry, capital markets participants, and ambitious middle-market and emerging growth companies. We also serve public sector entities, educational institutions, philanthropic organizations, and individuals. O...ur lawyers counsel clients on their most sophisticated legal challenges in all areas of corporate and regulatory law as well as litigation.
We are leaders in legal issues relating to industries critical to the economies of both the developed and developing worlds—technology, manufacturing, energy, transportation, telecommunications, financial services, and life sciences, among others.