Litigation Support

- Wilmer Cutler Pickering Hale and Dorr LLP (WilmerHale) provides legal representation across a comprehensive range of practice areas that are critical to the success of its clients. The law firm’s leading intellectual property, litigation/controversy, regulatory and government affairs, securities, and transactional groups participate in some of the highest-profile legal and policy matters. With a staunch commitment to public service, the firm is renowned as a leader in pro bono representation. WilmerHale has more than 1,000 lawyers in 12 cities worldwide. For more information, please visit www.wilmerhale.com.

Under the supervision of the Deskside Support Manager, the IS Support Specialist provides onsite technical support to local office staff and lawyers (clients) 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, telephone systems, and other technology tools. Provides daily and after-hours network, computer operations, and telephony support as necessary. Supports meeting-related data connectivity, including setup & support of video and telephone conferences, and multimedia projectors as necessary to assist the Audio/Visual Support personnel. Advocates to customers the firm’s technology “best practices” based on what is identified by the trainers, other members of IS Support, and other IS groups to ensure that clients can work most efficiently & productively.

• Provides onsite customer support for all LAN- based, and PC-based applications offered by the firm.
• Sets up and configures laptop & desktop PC’s and personal data assistants for staff and lawyers.
• Identifies, researches and resolves technical problems through coordination with others in IS Support.
• Responds to telephone, email, and in-person requests for technical support.
• Tracks and monitors all issues to insure timely and effective resolution, escalating to others in IS Support and overall IS as necessary to realize issue resolution.
• Works with the staff and lawyers to ensure that they understand how to use the technology tools available to them, to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues.
• Identifies areas in which local office support is deficient and develops the skills necessary to address the deficiency through coordination with the IS Support Supervisor, Office Administrator, and IS Training.
• Configures and installs new or replacement PC’s, personal data assistants, printers, telephone systems, and other technology tools.
• Provides multimedia meeting support as necessary to assist the Audio/Visual Support personnel, including the support of projectors and video & teleconference systems.
• Assists in testing new software & hardware and provides feedback as necessary.
• Performs daytime, after-hours, and weekend LAN, server, and telephony maintenance on behalf of the IS Networking and IS Operations groups as necessary, which may require short notice to travel to the office outside of normal business hours in the event of a system outage events.

Knowledge/Skills/Abilities:
• Excellent interpersonal skills, as necessary to work effectively with people at all levels at WH.
• Strong conceptual knowledge of software and hardware configurations and software applications.
• Demonstrated ability to effectively use PC-based word processing, on-line technology, database, presentation, and spreadsheet software currently in use at WH.
• Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience.
• Clear articulation of activity, solutions, and business needs in electronic format, such as email. Familiarity with issue & request tracking in a service management tool.
• Demonstrated ability to provide face-to-face, telephone, and email support.
• Excellent project management and organizational skills, including the ability to work effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
• Excellent analytical skills, including the ability to compile, review, and determine logical conclusions or recommendations based on data and information, which is varied in content and format.

 Education:
• High school diploma or equivalent required. 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.

 Experience:
• Minimum 3 years experience in a structured client service technology position including two years of hands-on PC hardware, operating system, and software support. Must have advanced experience with Microsoft Windows 2000 and Microsoft Office 2000. Experience with remote access technologies, including VPN, wireless and dial-up, and effective performance of Internet research, and specialized programs to support the legal community (e.g.: Lexis, Westlaw, etc.) are required.

WilmerHale is an Affirmative Action/Equal Opportunity employer.
This position is in our DC office.

Please Apply Here

- Title: Technical Support Specialist
Status: Non-exempt
Reports to: Regional Technical Support Manager
Hours: 9:00 am – 5:30 pm (M-F)

POSITION OVERVIEW
The primary role of the Technical Support Specialist is to provide high quality technical information, training and support regarding use of firm technology. This position, as part of the IT department, supports firm business needs by supporting end user technical hardware and software requirements. Technical Support Specialist’s are expected to be experts on all firm core applications and hardware. Technical Support Specialist’s answer helpdesk calls, track request for support in a ticketing system, resolve, or escalate support calls for resolution. Support calls involve hardware and software (OS and application) troubleshooting, training and installation. Support call resolution may require remote or hands on support or both. Technical Support Specialist will be responsible for rolling out new hardware and loading images on desktop and laptop computers. Supported hardware includes Blackberry, iPhone, iPad, and Android devices as well as other emerging consumer devices used by the firm’s end users.

JOB FUNCTIONS AND RESPONSIBILITIES

• Respond to Help Desk calls and resolve user problems or questions; escalate to the other IT or firm resource when necessary • Return Help Desk calls in a timely manner • Record and track support incidents • 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, Microsoft operating systems (XP and Windows 7), Microsoft Office products (versions 2003, 2007 and 2010), Microsoft Outlook (versions 2007 and 2010), and other software products as needed • Install and configure component drivers for network computers from manufacturer’s Web sites via the Internet/Intranet or local network locations • setup/breakdown/and support conference room audio/video technology including Power Point and WebEx presentations • Provide after hours emergency support on a weekly rotational basis with other support staff • Other duties and responsibilities as assigned

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent oral/written communication and interpersonal skills to effectively communicate with end users at all levels within the firm • Expert knowledge of Windows Operating System and Professional Office Suite • Expert knowledge of desktop and laptop operations and support • Advanced working knowledge of legal specific software (e.g. FileSite, InterAction, Lexis/Westlaw legal research products, etc.) • Advance knowledge of wireless networking • Expert diagnostic, analytical and troubleshooting skills • Effectively solve computer-related issues and communicate complex information • Function effectively, 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 • 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

PHYSICAL AND MENTAL CAPABILITIES

• The ability to stand or sit for extended periods of time daily • Ability to lift up to 25 pounds • Must be able to operate firm computer equipment and a touch tone telephone • Must be able to communicate complex information and ideas to end users • Must be able to meet deadlines set by management • Must be available and able to travel

EDUCATION AND EXPERIENCE

• An Associate’s degree or related equivalent combination of education and work experience is required • A+ / Network + Certification or equivalent experience • MCESDT Microsoft Enterprise Desktop Support Technician or equivalent experience • MOS Microsoft Office Specialist or equivalent experience • Two or more years in computer support role, preferably in a law firm

Please apply online at www.stoel.com for consideration. EEO/AA.

- The global law firm of Jones Day is seeking a Systems Developer for an opening in its Cleveland Office.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned):
• Provide business analysis and data warehouse design and development skills to lead full life cycle development of new data warehouse objects.
• Perform requirements analysis, design and development for reporting initiatives, including online information delivery.
• Perform troubleshooting and performance tuning to ensure maximum efficiency of processes. Automate problem identification and recovery to ensure maximum availability.
• Mentor developers and power users in complex query development.

REQUIRED QUALIFICATIONS:
• Four year technical degree or equivalent work experience; degree in computer science discipline preferred.
• Minimum eight years additional work related experience.
• Able to deal with multiple projects and tasks in parallel with changing priorities. Must be able to work independently. Excellent mentoring and organization skills.
• Experience with data warehouse development and operations strategies and tools, including: Microsoft SQL Server (2005, 2008), SQL Server Integration Services (SSIS), Analysis Services, data modeling, data warehouse/data mart design techniques including star and snowflake schema, cubes or other summary level objects, multi-currency financial data warehouse design, troubleshooting data loading processes (real time data flow preferred).
• Experience with design and development of reports and online information delivery using industry standard tools (Cognos and Microsoft Reporting Services preferred).
• Experienced and skilled in all aspects of the project life cycle, to include requirements analysis, interface design, development, testing and deployment.
• Minimum two years recent, hands on experience with report development, performance tuning of ETL processes, design considerations for change data capture, and design/development of automated error checking and recovery.

Jones Day offers a pleasant working environment, a competitive benefit package, and salary commensurate with work experience. Qualified applicants should send their resume to mtangi@jonesday.com.

An Equal Employment Opportunity Employer