This is an exciting opportunity to work for one of the top law firms in the U.S. Davis Wright Tremaine is looking for an IT Training and Support Administrator to join our team in Portland.
This position is responsible for quickly resolving end-user issues; providing technical support and troubleshooting assistance; installing software, setting up devices; supplying exceptional AV support to the local office; and providing floor support to attorneys and staff. This position is also responsible for providing support to practice groups, departments and teams. Superior technical and customer service skills are paramount.
At Davis Wright Tremaine, you will find challenging assignments, opportunities for professional growth and community involvement, and a culture of inclusion and innovation.
Provide personalized desk-side training and coaching on approved firm applications, mobile devices, and IT security best practices.
Become intimately familiar with business processes to provide education and advice to departments, practice groups or teams to improve efficiency and proficiency on firm applications.
Partner with teammates and other coworkers to identify and resolve issues and problems, and make improvements.
Keep professional skills current by taking relevant training, continuing education courses, and conferences. Apply and share these skills back on the job to the betterment of the department and firm.
Be a critical thinker; think things through before asking someone else and use the resources available to find information and seek answers.
Maintain high quality standards within the team by supporting good practices and habits. Identify and encourage areas for growth and improvement within the team.
Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members, leadership, and other affected parties.
Become intimately familiar with assigned applications or products to support departments, practice groups or teams to understand, support, and advise business processes
Work with learners to identify their needs, strengths, goals and advise or refer them to appropriate program and levels of instructions.
Seek out opportunities to help attorneys leverage our existing technologies within their workflow of delivering legal services to clients. Document the successes for the benefit of others.
Quickly resolve end-user issues escalated through Service Desk support channels.
Provide proactive, in-person support to all users within the local office by frequently traversing all floors and seeking opportunities to assist.
Provide Service Desk Level II and Level III equivalent technical advice/support, troubleshooting assistance, and problem resolution for PCs (both laptops and desktops), printers, applications, smartphones, telephones, remote access, and document transfers.
Provide technical advice, support and setup for all audio/visual needs within the local office. Partner with
Lead AV Specialist and colleagues in all offices to ensure meetings are setup on time and executed without issues.
Document all support interactions and their resolutions in the incident tracking database. Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested.
Maintain awareness and adherence of security measures, policies, methods and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data. Promote a culture that promotes information security as an integral part of IT architecture and business processes.
Coordinate timely repair of hardware with outside vendors, monitoring inventory levels, verifying bills/invoices, etc.
Generate and maintain hardware and software inventories for the office. Coordinate specific systems-related office needs with the office administrators (or local supervisor) and IT personnel; participate in network updates.
Assist with scheduling and communicating all system changes and downtime within the office as requested.
Assist with other special projects, tasks, and/or support as assigned.
Provide off-hours/pager support as necessary.
Travel as necessary.
Work non-business hours for application upgrades as necessary.
Join us if you have:
2+ years’ experience providing knowledge transfer and technical training required
2+ years’ experience in providing direct hardware and software support required.
1+ years’ experience in providing AV support.
1+ years’ experience in a law firm required.
Ability to communicate in a pleasant and effective manner with attorneys and staff, in person and by telephone, required.
Exceptional customer service and troubleshooting skills, problem solving, and follow-up skills are required.
Excellent interpersonal skills required. Must be a team player.
Demonstrate an understanding of desktops, laptops, mobile devices, printers, various Windows OS, and Microsoft Office Suite.
Ability to handle stressful situations in a calm, composed manner.
Ability to quickly assess a situation and adjust approach to fit, is required.
A strong attention to detail and quality control required.
Experience providing remote access support strongly preferred.
Training experience, either one-on-one or classroom, a plus.
Understanding of large networked environments (both LAN and WAN) a plus.
Demonstrated ability to quickly learn and support new technologies.
Tenacious problem solving skills.
Ability to work independently, with minimum supervision.
GED/High School Diploma, Bachelor’s degree preferred.
Physical Requirements While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to stand; walk; sit and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.
Davis Wright Tremaine LLP believes that embracing diversity and inclusion brings out the best of what each individual has to offer and inspires us to build strong and lasting connections with each other, our clients, and our communities.
We are committed to creating and cultivating a diverse workforce and inclusive environment where every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. It is our policy to hire, promote, transfer, terminate, and make all employment-related decisions without regard to an employee’s sex (including pregnancy, childbirth, breastfeeding, or related medical condition), race, color, ancestry, sexual orientation, gender, gender identity, gender expression, national origin, religious creed, age, marital status, physical or mental disability, genetic information, medical condition, military condition, military or veteran status or any other basis prohibited by applicable local, state, or federal laws.
This position description intends to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to include all duties and responsibilities.