Litigation Support

DAVIS WRIGHT TREMAINE LLP
POSITION TITLE: Help Desk Supervisor
DEPARTMENT:  Information Systems
FLSA STATUS:  Exempt
REPORTS TO:  Help Desk & Training Manager

SUMMARY: This position is responsible for providing leadership and direction to members of the Seattle Help Desk and AV team; serving as a key conduit between attorneys/staff and the help desk & AV teams; and tracking customer service and support goals for the Seattle office.

RESPONSIBILITIES:

• Provide leadership and direction to members of the help desk  and AV teams, including establishing priorities, assigning tasks, monitoring progress, and reporting status.
• Perform performance evaluations with input from the Help Desk & Training Manager.
• Serve as a key conduit for communication between attorneys/staff and the Help Desk/AV teams.
• Work with key systems personnel to establish quality control measures to be followed for software installations and troubleshooting.
• Schedule and conduct regular meetings with help desk.
• Schedule and conduct regular meetings with AV specialists.
• Work with AV specialists to make recommendations on software and/or hardware necessary to provide exceptional AV services.
• Define, implement, and track customer service and support.
• Define, implement, and track workflow for meeting requests where AV is involved; including meeting setup, equipment checkout, testing, etc.
• Conduct customer satisfaction surveys, analyze results, and make corresponding adjustments as necessary.
• Assist with establishing guidelines, policies, and procedures pertaining to customer service and support activities.
• Analyze trends in support calls and recommend training where needed.
• Provide guidance to the Help Desk on troubleshooting problems, setting priorities, follow-up/follow-through, and providing exceptional customer service.
• Review and approve vacation requests, ensuring adequate coverage on both teams.
• Prepare regular status reports.
• Provide estimates and schedules on assignments.
• Provide technical expertise in activities associated with the identification, prioritization, and resolution of problems.
• Document all support calls/inquiries and their resolutions in the incident tracking data base.  Work with team members to keep data in the tracking system accurate and complete.
• Keep up-to-date on the hardware and software supported.
• Coordinate timely repair of computer, printer and copier hardware with outside vendors, including tracking repair call logs, monitoring inventory levels, verifying bills/invoices, etc.
• Work with the Help Desk & Training Manager to determine and define the support impacts of new technology and planned software upgrades as requested.
• Provide input on budget of hardware and software.
• Train Help Desk staff in new technologies and troubleshooting techniques.
• Assist with other special projects, tasks, and/or support as assigned.
• Travel as necessary.
• Work non-business hours for application upgrades as necessary.

QUALIFICATIONS
• 3+ years experience as a supervisor (or other leadership role) required.
• 5+ years experience working at a help desk required.
• Experience working with web meeting technologies (Live Meeting, GoToMeeting, etc.) required.
• Previous experience in a law firm required.
• Experience providing direct PC, printer, and PC/server applications support required.
• Strong decision-making, follow-up, follow-through, and priority setting skills are required. 
• Experience with advanced presentation software such as MediaSite, Captivate, etc. required.
• Demonstrated ability to practice good judgment required.
• Strong communication skills, both verbal and written, with all levels of a professional services organization, including interpersonal skills, are required.
• Demonstrate a high level of troubleshooting of PCs, laptops, printers, various Windows OS, Microsoft Office Suite and LAN and WAN issues.
• Understanding of large networked environments (both LAN and WAN) required.
• Ability to communicate in a pleasant and effective manner with attorneys and staff, in person and by telephone, required.
• A strong attention to detail and quality control required.
• Demonstrated ability to quickly learn and support new technologies and pass the knowledge on to others.
• Ability to handle stressful situations in a calm, composed manner.
• Ability to quickly assess and assimilate a situation, then adjust approach to fit, is required.
• Exceptional customer service and troubleshooting skills, problem solving, and follow-up skills are required.
• Ability to work independently, with almost no supervision.
• Excellent interpersonal skills required.  Must be a team player.

Responses should come to kimberlysully@dwt.com

The Practice Technology Services Project Manager (PTS Project Manager) is responsible for consulting and supporting Perkins' legal teams and their clients in the strategic application of litigation support technologies. The PTS Project Manager will be supported by a team of PTS Technical Analysts. The PTS PM works with other PTS PMs and coordinates efforts closely with the ESS Practice Group as appropriate. PTS Project Managers serve as the primary point of contact for all aspects of a project within the Practice Technology Services department and advise legal teams on application of technology tools to all phases of the litigation lifecycle. Specifically, PTS PMs consult with legal teams on the discovery process including litigation readiness and records retention projects. PTS PMs will conduct client IT interviews to assess corporate information technology infrastructure and storage practices, make recommendations regarding electronic discovery service providers and technology platforms, manage preservation, collection and data processing efforts, consult with legal teams on effective database design to ensure efficient document review and assist in the management of document reviews.

REQUIREMENTS:

• Strong knowledge of the principles of litigation support software such as Summation, Concordance and LiveNote as well as familiarity with the litigation process, including all phases of discovery and trial are a must.
• Requires superb project management skills, attention to detail, and the ability to meet tight deadlines.
• Requires excellent oral and written communication skills, strong case and project management skills and the ability to analyze a problem/project quickly and accurately and propose innovative solutions.
• Must have strong customer service skills and fluent in standard MS Office applications and the ability to quickly master new litigation software.
• Demonstrated ability to take initiative, exercise discretion and exercise independent judgment is a must.
• Previous project management experience preferred.
• Bachelor's degree and at least 3 years of related work experience is required.

Perkins Coie offers a challenging work environment and a comprehensive benefit package.  To apply please refer to the PTS Project Manager opening Job #S200901210 and email resume and salary history to StaffPositionsWDC@perkinscoie.com.

Morrison & Foerster LLP, an AmLaw 20 law firm with 16 offices worldwide, has an opening for a Help Desk (Weekend) in our San Francisco office.

Morrison & Foerster LLP is a premier global law firm committed to delivering success for our clients around the world. We achieve that by hiring the best talent for every position in our firm. Our progressive workplace policies and our commitment to diversity and collegiality create an environment ideally suited to teamwork and collaboration. We are proud of our numerous workplace awards, including being named to FORTUNE's list of Best Companies to Work For, American Lawyer's ''A'' list, and for several years running, have been the Vault survey's #1 law firm for diversity.

RESPONSIBILITIES
As the Help Desk (Weekend) you will be responsible for providing Firmwide first-level technical support to attorneys and staff. Collaborate closely with others in Firmwide and office-based Technology Services groups, attorneys and staff. Ensure client services and satisfaction are attained in all areas of position.

SCHEDULE:
Friday --  8:30 AM to 5:00 PM
Saturday & Sunday -- 5:00 AM to 1:00 PM
Monday & Tuesday - 1:00 PM to 9:00 PM

QUALIFICATIONS
1) College level course work in Information Systems Technology preferred. 2) Three years PC experience with an in depth hardware and software knowledge. 3) In-depth knowledge of Windows XP required. Advanced knowledge of Microsoft Office programs, including Word, Outlook, Excel and PowerPoint. 4) Law firm experience preferable. 5) Talent for creating client satisfaction; demonstrated ability to focus on the client value in all work. 6) Talent for delivering client service through teamwork. 7) High client service ethic and a proven record in delivering exemplary client satisfaction to external and internal client constituencies. 8) Excellent writing skills; ability to present complex ideas succinctly and clearly. 9) Strong proficiency with Microsoft Office programs, including Word, Outlook, Excel, and PowerPoint. 10) Strong technical aptitude and understanding, including ability to quickly learn new applications. 11) Strong initiative to proactively increase value to the position. 12) Ability to manage multiple requests, assess priorities, and achieve solutions under deadlines. 13) Availability to work overtime; flexibility regarding work schedule. 14) Flexibility regarding work schedule to meet position needs outside of regular business hours. 15) Ability to work effectively under pressure and to meet deadlines under sometimes stressful conditions. 16) Reliability, dependability, and strong motivation to respond to requests quickly. 17) Excellent teamwork skills and a strong client service orientation.

HOW TO APPLY
Please apply on-line by visiting http://www.mofo.com or click here to go directly to the Careers link. This job is listed under job ID 21726.

Morrison & Foerster is not accepting resumes or referrals from agencies. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate even if Morrison & Foerster hires the candidate.