Litigation Support

Goodwin Procter is one of the nation's leading law firms, with offices in Boston, Hong Kong, London, Los Angeles, New York, San Diego, San Francisco, Silicon Valley and Washington, D.C. We are a hard-driving, entrepreneurial and dynamic group, working tenaciously for clients whose problems and challenges we treat as our own.

Reports To: Mgr of IT Comm. & Business Continuity

Responsibilities: The Multi Media Manager is responsible for designing, implementing, maintaining and managing the firm's A/V equipment and overseeing the staff responsible for its daily operation. This position oversees the pre-test, set-up, operation, maintenance, and scheduling of various videoconferencing, audio conferencing, and multi-media equipment and systems across all offices.  This position reports to the Manager of IT Communications and Business Continuity. Responsible for the overall design and architecture of the firm's A/V systems, including bridging equipment, audio mixers, video codes, control systems and other related equipment and management tools. Major responsibilities include: Oversees the installation, integration, management and maintenance of all A/V systems and resources. Maintains a comprehensive understanding of state-of-the-art network architectures, advances in network hardware and software technologies and evolving standards; responsible for testing and evaluation of new network equipment and technologies. Maintains documentation for firm inventory and billing; maintains drawings (as-built) of existing and future network connectivity; maintains documentation for cable plant. Maintains good working relations with internal departments, vendors and external service providers. Establishes and implements short- and long-range organizational goals, objectives, policies, and operating procedures.  Monitors and evaluates operational effectiveness; effects changes required for improvement.  Manages acquisition and maintenance of capital equipment for the firm's multi-media needs; writes specifications and coordinates purchasing, delivery and installation.  Develops annual budgets. Assists in the analysis of support processes and problem solving initiatives, and monitors call intake and schedule tracking data for patterns and trends.  Ensures timely reporting utilizing our conference room scheduling system and call tracking system. Manages and provides quality and efficient multi media conference service activities with a high degree of customer satisfaction, technical expertise, and timeliness. Instructs customers and support staff on the proper use of equipment.  Escalates VIP meetings to ancillary parties for quality of service checks. Performs miscellaneous job-related duties and works on special projects as assigned.
Requirements: Bachelor's degree with 3 to 5 years directly related experience. Knowledge of videoconferencing, data networks, voice, data and video integration systems and protocols.  Knowledge of current technological developments/trends. Ability to assess and develop procurement specifications and coordinate purchasing activities.  Skilled in budget preparation and fiscal management. Knowledge of facilities and asset management methods and procedures. Skilled in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.  Ability to design, install, operate, maintain, troubleshoot and/or repair videoconferencing systems. Ability to manage, coach and mentor others to achieve desired results. Excellent verbal, written and organizational skills. Flexible to respond to shifting demands and opportunities.  Ability to work under tight deadlines. Ability to maintain strict confidentiality of the firm's internal and personal affairs. Proactive self-starter with excellent communication, problem solving skills and attention to detail. Demonstrated ability to work effectively in a multi-site team environment across all levels. EOE.

To apply please visit our website at: https://www3.ultirecruit.com/GOO1008/JobBoard/ListJobs.aspx

I. Purpose of Position:
Provide support to users of the Firm's computer systems by analyzing and resolving problems either at initial contact or through troubleshooting and escalating to other IT groups.  Users are both external clients -- including lawyers, professionals and staff - and internal clients, i.e., the IT Department.  The Help Desk Specialist must function as a highly effective member of the Help Desk and IT teams, but with the ability to be independent and own the issue at hand.  Customer service is the primary focus.  This position is non-exempt and reports to the IT Manager - Help Desk and Training.

II. Major Responsibilities:
• Respond to approximately 25 customer contacts per shift from all Firm offices and be part of a team of six which actively monitors and responds to all customer contact, whether by ACD system, voicemail, email or instant messaging.
• Troubleshoot user issues using best practices, internal tools, standard troubleshooting techniques and external resources.
• Log Help Desk calls in Footprints call tracking system, creating accurate, succinct entries and escalating when necessary.
• Monitor and follow-up on all assigned tickets in Footprints, ensuring proper resolution, end-user contact and satisfaction.
• Analyze and resolve problems according to shifting priorities, time frames and resources, as well as documenting resolutions in call tracking system and communicating such to appropriate personnel (team, department, and clients where applicable).
• Contribute to Knowledge Management by publishing appropriate issue resolutions to IT Knowledge Base.
• Assess and prioritize technical requests using IT operational strategies.  Communicate answers to technical requests in a tactful and concise manner.
• Be mindful of role as "public relations" arm of the IT Department and dispense information accordingly and diplomatically.
• Participate in internal meetings with Help Desk Team.  Be prepared to discuss status of projects and current issues.
• Coordinate with other team members for providing answers to difficult questions and to resolve user problems.  Keep peers and supervisor informed of trends, significant problems and unexpected delays.
• Adjust to departmental staffing issues and coordinate workload with Team members.
• Assist in assignments that impact users, including software testing, hardware setups, and off-hours projects.
• Assist in the collection of data for identifying user requirements, which may result in future system development or training.
• Strive to maintain a current level of knowledge of the computer/legal industry and Help Desks in particular.
• Expect to troubleshoot and resolve 75% of software, hardware, printer and network issues before escalation.
• Be conscious of methods to reduce call volume and communicate such.
• Be part of After Hours rotation, providing 24x7 technical support for the Firm.
• Cover up to one "soft" holiday per calendar year.

III. Qualifications
• Strong customer service focus combined with excellent listening, written and verbal communication skills.
• Substantial experience in working with/supporting MS Office applications is highly desirable.
• Two+ years of technical customer service/word processing experience in a professional environment.
• Demonstrated ability to work effectively as a team member.
• Ability to embrace change and support technology initiatives.
• Strong sense of job ownership.
• Organized, motivated and able to prioritize and multi-task.
• Ability to teach as well as direct customers.
• Knowledge and experience with Microsoft Operating Systems, Handheld Data Devices (BlackBerries, iPhones), DeskSite, Innova, Citrix and DeltaView preferred. 
• Law firm experience preferred.
• College degree preferred.

IV. Position Characteristics
The Help Desk Specialist's primary focus is customer service.  This position is a high profile, first line of contact for all users at the Firm concerning technical issues.  The clients have time constraints and deadlines to meet and could be calling from the office, at home or from a client location.  An effective Help Desk Specialist empathizes with the user and strives to meet the customer's need by providing accurate and definitive solutions, such as best practices or alternatives in order to help keep the customer productive.  This role can be challenging and demanding at times. The ability to confidently manage work flow and customer requests in a timely manner without sacrificing quality is essential to our success.  This position works in a team structure, but will need to function independently on projects and other assignments. Strong sense of job ownership cannot be overemphasized.

Interested applicants should submit resume and salary requirements to:  mlhr@mintz.com