Litigation Support

Through primarily telephone and email interaction, supports the staff and lawyers of the firm (customers) in the effective use of the software and hardware tools and systems provided to them, including network & remote connectivity, so to ensure their ability to work productively and efficiently.  Manages the troubleshooting, analysis, recording, prioritization, and tracking of all customer requests presented to them in IT Support, and resolves common problems directly or by escalation to the appropriate support group. 

- Provides customer support through telephone, email, and some in-person interaction.  As needed, remotely connects to customer PC's to perform troubleshooting.
- Supports firm software, hardware, remote access, printing, and network connectivity issues.
- Resolves the majority of customer issues at the first interaction.  Troubleshoots customer issues by referencing personal knowledge, peer information, service management system, the IT Knowledgebase, Internet research services, and other resources.  Provides technical advice and assistance to other Analysts in resolving customer issues.
- Demonstrated thorough knowledge of current WH operating system environment(s), equipment platforms, legal software (such as CarpeDiem and Summation), and remote access (Dial-Up, VPN, Citrix, wireless networking).
- Minimum 3 years experience in a structured customer service technology position; education may be considered in lieu of experience.  Experience with office suite software, wireless networking, Citrix, VPN, dial-up technologies, Internet research, and specialized programs to support the legal community required. 

Candidate can apply to JoinUsOhio@wilmerhale.com.

Under the supervision of the IS Service Desk Manager, the IS Workplace Support Site Specialist provides high-caliber, onsite application and technical support to local office lawyers and staff to resolve PC software, PC hardware, personal data assistant, telephony, multimedia, printing, and connectivity problems.  Configures and installs new or replacement PC's, personal data assistants, printers, videoconference units, telephone systems, other technology tools.  Provides as-needed after-hours network, computer operations, and telephony support as directed by IS Infrastructure group.  Supports meeting-related data connectivity, including setup and support of video and telephone conferences, and multimedia projectors both on- and off-site.

- Assumes ownership of Incidents and Service Requests, and resolves them following the IS department's ITIL-based processes, with special emphasis on Incident Management
- Provides on-site customer support for all PC-based applications offered by the firm.
- Promptly responds to telephone, email, and in-person requests for technical support.
- Captures and tracks customer Incident and Service Request information in the service management system, coordinating the details and resolution of the Incident and Service Request through its full lifecycle.  Coordinates the prioritization of complex and high-impact Incident and Service Requests to ensure timely resolution.
- Demonstrate advanced knowledge and support of current WH software and hardware environment, operating system environment(s), equipment platforms, legal software (such as CarpeDiem, DTE, LegalKey, Summation, LiveNote, and Concordance), database systems, and remote access (Dial-Up, VPN, Citrix, wireless networking), with special focus on the Microsoft Office suite and the iManage Document Management System.  Support of some application Incident or Service Requests may require the definition of a process to duplicate a customer Incident and Service Request (against a baseline system configuration) in an IS Workplace Support lab environment.
- College degree preferred with substantial coursework in information systems or equivalent experience; Microsoft Office Specialist certifications (MOS) in Word and Outlook and Certified Professional certification(s) strongly preferred.
- Minimum 5 years experience in a structured customer service technology position, providing advanced support of  the Microsoft office suite, wireless networking, computer hardware (both Windows and Macintosh-based) Citrix, VPN, dial-up technologies, Internet research, and specialized programs to support the legal community required.  Certification at the expert level of the Microsoft Office Suite, especially Word and Outlook, are strongly preferred. 

Candidate can apply to JoinUsOhio@wilmerhale.com.