Office: Washington, DC Department: Information Technology Reports to: Washington IT Support Manager FLSA Status: Non-Exempt Hours: Core Hours: 9:30 a.m. – 6:00 p.m. Monday – Friday frequent extended hours, often on short notice
GENERAL SUMMARY: Under the direct supervision of the Washington IT Support Manager and following prescribed department, office and firm procedures, the IT Support Specialist is responsible for the day-to-day support of computer operations of the office. The IT Support Specialist is expected to perform all responsibilities with a commitment to providing superior service to the firm’s attorneys, advisors and staff, and maintaining an atmosphere of teamwork and continuous improvement. Above all, the IT Support Specialist must fulfill the needs of the firm in a manner which is consistent with the Firm’s Core Values.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Duties are performed throughout every work day, as necessary):
Provide direct technical support (Level 1 and Level 2) for computer system users in the office.
Support and troubleshoot both computer and telecommunications-related issues: software, hardware, network devices, printers, and smartphones.
Handle tickets escalated from the Help Desk in a timely manner. Provide follow-up to users after initial visit. Retain ownership of own assigned tickets and update ticket logs daily.
OTHER ESSENTIAL DUTIES (Duties are performed periodically, as necessary):
Lead projects as assigned by the Washington IT Support Manager. IT projects include but are not limited to software upgrades, computer set-ups, phone upgrades and end-of-lease equipment returns.
Set-up audio/visual and other presentation needs in conference rooms.
Assist with training system users as required on all aspects of computer Technology.
Participate in application testing.
Participate in the weekly rotation of the after-hours department cell phone and provide after-hours support.
Maintain accurate equipment inventory by following policies and with direction from the Washington IT Support Manager.
Maintain and improve technical skills and abilities through continuing professional education and certifications.
CORE APPLICATIONS AND HARDWARE:
Desktop and Laptop computers
Smartphone devices (BlackBerry, Apple, Android)
Printers – Xerox and Hewlett Packard
ESSENTIAL KNOWLEDGE, SKILLS AND COMPETENCIES:
Ability to read, write and speak English
Excellent oral and written communication skills
Ability to read, comprehend and follow instructions
Ability to communicate with attorneys and staff in an effective, non-technical manner
Strong technical knowledge in relevant areas
Demonstrated ability to train computer system users in one-on-one settings
Ability to manage multiple priorities and adjust to changing priorities in a professional manner
Willingness and ability to assume new tasks and responsibilities
Proven ability to maintain and update technical knowledge and skills
Strong service orientation, and an ability to establish and maintain effective working relationships with users, peers, office and firm management, and outside business partners
Ability to work well under pressure, facilitate solutions, and meet deadlines and milestones for projects assigned
At least a two-year college degree or technical school diploma is preferred; however substantial experience can substitute for education
A minimum of three years’ experience in IT operations, preferably in a law firm environment
About Akin Gump Strauss Hauer & Feld LLP
Akin Gump Strauss Hauer & Feld LLP’s reputation as an outstanding, service-oriented global law firm begins with our people. Collegiality, Commitment, Excellence, Integrity and Intensity are the core values and guiding principles behind how we approach our work and how we approach working with each other.
The diverse talents and essential contributions of our professional and administrative staff and paralegals are one of our strongest assets. We seek to attract, develop and retain the very best professional and administrative talent in the legal services industry by providing a dynamic work culture that promotes respect, diversity, collaboration, service and growth. We also offer comprehensive benefits designed to help our employees balance their work/life responsibilities, as well as continuing professional development opportunities. The long tenure of our employees speaks to the strength and appeal of our culture and values.
We recognize that people desire to be part of something, to make a difference. Our professional and administrative staff not only team with our lawyers to provide stellar service to our clients, but also work side by side with our lawyers to make a diff...erence in our communities by tutoring and mentoring children in local schools; donating clothes, goods and other services to those re-entering the workforce or in need; and participating in fun-runs and other fundraisers for various charitable causes.
If you are interested in learning more about the work we do, our offices and available administrative and professional staff positions, we invite you to explore our website at www.akingump.com