Litigation Support

Stoel Rives LLP, a large multi-state law firm, is seeking a qualified technical support specialist (grade 9) in it's Salt Lake City office.

This position maintains quality client service to end users and provides end users with technical information and support regarding use of firm technology.  This position, as part of the MIS team, supports the firm and end user computer hardware and software.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

1. Firm User Support (Software and Hardware)
Primary responsibilities include:
• Respond to Help Desk calls and resolve user problems or questions; escalate to the correct firm resource when necessary
• Return Help Desk calls in a timely manner
• Regularly enter work orders and maintain the Help Desk intranet site on the firm portal
• Maintain the checkout laptop and BlackBerry devices, keep hardware in working order and maintain the inventory and checkout status
• Effectively communicate software resolutions to end users in person or on the telephone and make adjustments to computer software and hardware environment as necessary via NetSupport
• Install, configure and troubleshoot different software installations including, but not limited to, Microsoft operating systems, Microsoft Office products (versions 2003, 2007 and XP), email products (including Microsoft email products), and other software products as needed
• Install and configure component drivers for network computers from manufacturer's Web sites via the Internet/intranet
• Provide after hours emergency support on a weekly rotational basis with other support staff

2. Other
Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

ESSENTIAL CAPABILITIES

Must possess the following capabilities:
• Excellent oral/written communication and interpersonal skills to effectively communicate with end users at all levels within the firm
• Effectively solve computer-related issues and communicate complex information
• Function effectively, sometimes under pressure of changing priorities and deadlines
• Ability to organize and prioritize tasks, working both independently and as a member of a team
• Maintain a customer service orientation and remain flexible in a constantly changing work environment
• Use active listening skills and be able to give clearly stated instructions
• Experience using incident tracking software such as Remedy or Service Desk Express or equivalent required

Technical Knowledge

• Be a subject matter expert on Microsoft Windows operating system configurations, Microsoft Office Suite configurations and other firm standard software configurations on end user computers
• Display an understanding of various software applications and their interaction/integration with other software components, and the ability to resolve problems with each
• Understand the impact of changing various operating system components and critical functions, including making changes to Microsoft Windows registry, TCP/IP network configurations and other hardware driver settings

Education and Certification

Minimum three to five years in computer support role, preferably in a law firm.  Minimum requirement of an associate's degree in a computer field or equivalent work experience.  Bachelor's degree in a computer field desired.  MCP (Microsoft Certified Professional) or MOS (Microsoft Office Specialist) required.  CompTIA A+ certification required.

Physical/Mental Capabilities

Ability to stand or sit for extended periods of time daily.  Ability to occasionally lift 50 lbs.  Must be able to operate firm computer equipment and a touch tone telephone.  Must be able to meet deadlines set by manager and other department members.

NORMAL WORK HOURS

Regular office hours are 8:00 a.m. to 5:00 p.m., Monday through Friday.  The hours for this position may be changed at the discretion of the manager.  This position is non-exempt and may occasionally require some employees to work overtime on evenings and/or weekends when a special need occurs.

Apply at: http://www.stoel.com/staffopenings.aspx

The Applications Analyst role is charged with ensuring consistent implementation of software applications with exceptional quality control and  high-level support. The Application Analyst will work with Winston IS professionals to ensure that Winston & Strawn Attorneys and staff are utilizing the Firm's core PC applications and practice area specific applications effectively and efficiently. Responsible for implementation, maintenance and support of firm applications. Assist with setting standards for firm software. Support department specific applications (Accounting, Human Resources, Library, Marketing, Professional Development, Records, eDiscovery / Litigation Support). Work with application vendors to resolve application /software issues and provide Tier 3 level support.  Maintain applications with latest software releases and ensure that all installations/upgrades are well tested and documented.  Ensure that appropriate technical training and support is delivered prior to implementation.  Provide documentation, operational procedures and technical training for all supported applications.  Stay abreast of latest legal software developments.  Research application software solutions, assess feasibility and make recommendations taking into account technical requirement, user needs and system capabilities.  Participate on project teams consisting of internal and external resources.  Work on various concurrent projects which progress at a pace driven by the attorneys' needs.  Must be available for weekend and after hour support as required.

QUALIFICATIONS:
Must be specifically listed on resume in order to be considered for this position.
• Bachelor's Degree Required.
• 5+ years Applications Experience in a Law Firm Environment.

ADDITIONAL QUALIFICATIONS:
Graduate level degree in computer science preferred.  Strong information gathering and problem solving skills. Demonstrated ability to apply critical thinking to complex situations.  Advanced technical knowledge of current mainstream programs, particularly SQL Server, MS Office, MS Server / Desktop technologies.

Advance technical knowledge of legal specific applications, as it pertains to firms Practice Areas and Service Departments.  Ability to work independently with little supervision, develop relationships, foster teamwork at all levels of the organization.  Excellent customer service, written and verbal communications experience.  Clearance of Firm standard background checks is required. We value diversity in our workplace.  EOE/AA.

TO APPLY, PLEASE VISIT www.winston.com