Senior Regional Technical Support Specialist

We are seeking aSenior Regional Technical Support Specialistto join our growing Phoenix office. As an on-site IT support specialist, you will provide excellent technical support and troubleshooting for our business professionals and attorneys with issues relating to software, hardware, and desktop operating systems. Do you enjoy problem solving? Are you customer and client focused? Do you have an affinity for new technologies? If so, then we would appreciate hearing from you.

In this role, you will:

• Act as on-site point of contact for Technical Support Center, PC Maintenance, Telecom and Network Services (LAN/WAN). Facilitate communication between business professionals and attorneys with Litigation Technology and Word Processing departments.

• Provide Level I and II technical support for desktop operating systems (Windows 10), computer hardware (Lenovo), printers and related peripherals.

• Provide Level I and II technical support for Microsoft Office Suite, NetDocuments and other standard firm applications.

• Move, image (Ghost), configure, install, and test hardware to ensure basic functionality of desktop and laptop computers. Manage short term “loaner” equipment assignment.

• Perform basic Network Tech duties to ensure device connectivity.

• Assist in administering regional print servers, which includes but is not limited to all printer related setup, and configuration.

• Setup and assist in administering Mobile Devices using Microsoft Intune.

Install, configure, and provide Level I and II troubleshooting on remote connection devices and services.

• Organize and maintain the server room to be clear of inventory, cabling, and verify any new cabling is installed with Dorsey wiring protocol.

• Perform Telecom duties such as, installing and moving phone lines, phones, troubleshooting, configuring phones via Cisco Call Manager/Unity.

• Install Cisco IP Phones (per Dorsey protocol) and provide first level support.

• Understand firm-wide escalation rules, procedures and staffing for support incidents, and escalate accordingly.

• Responsible for maintaining accurate inventory/asset control for all equipment, accessories, etc.

• Log all support incidents and resolutions in HEAT tracking system on a timely basis. Track all unclosed issues and follow up on all unresolved issues to ensure final resolution.

• Adapt standard operating system and software configurations to changing hardware specifications; research and test new operating system drivers and patches; and create automated installation routines accordingly.

• Perform periodic hardware and operating system maintenance checks and repairs.

• Move, pack and ship computers, printers and peripherals to users in local, regional office, and remote and client locations.

• Dispose of computers, printers, and peripherals in a timely, secure, efficient, environmental and cost-effective manner, consistent with department practice and firm policy.

• Work with peers and supervisor to develop recommendations for streamlining procedures, standardizing hardware, and software configurations, improving training and user communications, and otherwise reducing the volume and difficulty of support incidents.

• Assist in implementing software and hardware projects, pilot tests, and roll-outs.

• Maintain department standards for attendance, coverage (including lunch and off-hours), customer service attitude, and volume and effectiveness of problem resolution.

• Maintain current technical skills by taking assigned training courses and obtain assigned certifications when requested.

• Assist with the planning and setup of video and audio conferences and equipment. Setup for presentations and events. Periodically assist with off-site events and work closely with the A/V group to troubleshoot and maintain A/V equipment. Troubleshoot desktop video conferencing (Zoom, Microsoft Teams.)

• Facilitate client visits.

• May be requested to perform other duties not listed above, including, and not limited to, travel to other Dorsey offices.

What we’re looking for:

• H.S. diploma or G.E.D. equivalent.

• At least 1 year of advanced course-work or vocational training in computer systems or other technical discipline, or 2 years of experience as computer “power user.”

• Strong problem solving and analytical abilities.

• Be highly motivated and poses the ability to relate to all levels of law firm personnel.

• Must be customer service focused with a sense of ownership and a self-starter with strong verbal/communications skills.

• Ability to solve problems, anticipate issues, manage tasks, and balance priorities.

• Willing to work nights and weekends, if necessary.

• Must be able to work in a high stress environment.

• Excellent interpersonal and communication skills

• Have experience in a customer service-related field.

• Physical strength and agility to permit the full performance of the duties of the position, including frequent bending, walking, and lifting up to approximately 75 pounds.

Preferred:

• At least 3 years of experience supporting Windows 10 and Microsoft Office Suite or be an MCSE with strong knowledge of both hardware and software setups. A+ hardware and software desirable.

• Experience supporting Lenovo laptops and desktops.

• Working knowledge of macOS/iOS and Apple hardware.

• At least 2 years of experience working in a law firm or other professional service organization.

About Dorsey:

Dorsey & Whitney is an AmLaw 100 international law firm with more than 575 lawyers in 21 offices throughout the United States, Canada, Europe and Asia. We are a premier legal counselor to companies worldwide in a wide range of industries, including banking & financial institutions; development & infrastructure; energy & natural resources; food, beverage & agribusiness; healthcare & life sciences; and technology.

Dorsey offers a competitive pay and benefits package including comprehensive medical, dental, and vision insurance; domestic partner benefits (for same-sex and opposite-sex domestic partners); a generous paid time off policy; retirement savings plan; profit sharing contribution; paid holidays; paid parental leave, paid volunteer day; adoption assistance; back-up child care program; well-being programs and activities; a 24/7 confidential employee assistance program; and more! (Some benefits are subject to eligibility criteria).

Dorsey values the strength that comes from a diverse and inclusive workplace. It contributes to the success of our people and our clients and enriches our experience. We believe that everyone should feel at home and part of our community. We encourage individuals with diverse backgrounds and experiences to apply.

One of our greatest strengths is a friendly, cooperative culture that values and appreciates each individual. Dorsey has received external recognition for our welcoming workplace, including:

• Mansfield Certification Plus (Diversity Lab)

• Best Law Firms for Women (National Association of Female Executives and Flex-Time Lawyers)

• 100% rating on the Corporate Equality Index (Human Rights Campaign)

• Gold Standard Certification (Women in Law Empowerment Forum)

• Top 100 Adoption-Friendly Workplace (Dave Thomas Foundation for Adoption)

Reasonable Accommodations:

Dorsey is committed to providing disability and religious-based reasonable accommodations, as well as pregnancy or lactation-related reasonable accommodations. If you require a reasonable accommodation during the application and hiring process, or if you have questions about a workplace reasonable accommodation, please contact us at 612-492-5178.

How to Apply:

Dorsey & Whitney LLP accepts online applications. Please go to the “Careers” section of the Dorsey website at www.dorsey.com/staffjobs and complete Dorsey’s online application form. We are unable to accept application materials by mail or email.

Dorsey & Whitney LLP is an EEO/AAP/Disabled Vets Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, ancestry, sex, national origin, sexual orientation, gender identity, affectional preference, disability, age, marital status, familial status, status with regard to public assistance, military or veteran status, or any other legally-protected status.

Dorsey & Whitney LLP participates in E-Verify.

Please note that Dorsey is not currently accepting search firm submissions in connection with this opening.

#LI-TC1

#LI-Onsite

Office Location:

Phoenix, AZ