Technical Support Specialist

at Dorsey & Whitney in Missoula, Montana, United States

Job Description

We are seeking a Technical Support Specialist to join our Information Services team. As an initial point of contact for our business professionals and attorneys, you will provide technical support related to computer software, desktop operating systems, and hardware and related peripherals. Are you a good communicator with strong customer service skills? Do you love solving problems and working with people? If you’re passionate about providing excellent technical support in a dynamic, professional environment, then we would appreciate hearing from you.The regular work hours for this position will be 8:15am – 5:00pm CT Monday through Friday.In this role, you will:Provide firmwide technical support from central Technical Support Center (TSC) via phone instruction, email, remotely, and desk side assistance as necessary.Act as initial point of contact for users with questions, requests, or troubleshooting problems relating to computer software, desktop operating systems, hardware and related peripherals. Escalate more complex problems to senior level.Understand escalation rules, procedures, and staffing for support incidents, and escalate accordingly.Log all support incidents and customer requests into the Technical Support Center (TSC) tracking system on a timely basis and use the system to track all unclosed issues.Follow up on all unclosed issues to ensure final resolution.Work with team and manager to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improve training and user communications, and otherwise reduce the volume and difficulty of support incidents.Assist in implementing software and hardware projects, pilot tests, and rollouts. Maintain department standards for attendance, coverage, customer service, and volume and effectiveness of problem resolution. May be requested to perform other duties not listed above.What we’re looking for:High School diploma or G.E.D. equivalent.At least two years of experience supporting Office 365 and Windows 10, among other standard office software applications.Experience supporting multi-factor security technologies such as RSA and MFA for in-house and remote access. Excellent customer service skills.Capable and professional in all written and oral communications.Ability to diagnose problems, absorb and utilize information quickly, manage tasks, and balance priorities.Must be able to work in a high stress environment.Ability to effectively work with all levels of personnel.Willing to work nights, weekends, and travel, if necessary.Preferred:Associate’s degree or technical degree.At least two years of experience in a law firm or other professional service organization.Experience with support of standard applications used in the practice of law, such as NetDocuments (document management system), Elite 3E, SaaS environments, and UKG.About Dorsey:Dorsey & Whitney is a global law firm with over 650 lawyers across 22 offices in the United States, Canada, Europe and Asia. We provide strategic legal counsel to companies worldwide across a diverse range of industries, including banking & financial institutions; development & infrastructure; energy & natural resources; food, beverage & agribusiness; healthcare & life sciences; and technology.Dorsey offers opportunities for advancement within a collaborative and dynamic environment, with competitive pay and excellent benefits. Our benefits are available to business professionals working 17+ hours/week along with their dependents, including spouses and domestic partners regardless of gender. Dorsey’s benefit package includes: comprehensive medical insurance with coverage for infertility, gender-affirming care, behavioral health, and access to virtual providers; dental insurance; vision insurance; 401(k) retirement savings plan with Firm contribution; basic and optional life insurance; short and long-term disability; paid time off; up to 8 weeks of paid parental leave with up to an additional 6