Systems Support Specialist

ABOUT JENNER & BLOCK

Jenner & Block is a law firm with global reach, with more than 500 lawyers and offices in Chicago, London, Los Angeles, New York, San Francisco and Washington, DC. The firm is known for its prominent and successful litigation practice and experience handling sophisticated and high-profile corporate transactions. Firm clients include Fortune 100 companies, large privately held corporations, financial services institutions, emerging companies and venture capital and private equity investors. The American Lawyer magazine has ranked Jenner & Block as the #1 pro bono firm in the United States 10 times, most recently in 2019. The firm has been ranked in the top 10 in this category every year since 1990.

Overview

The Systems Support Specialist is a non-exempt position reporting directly to the LA Office Technical Support Supervisor. Indirect supervision may be received from the Director of Technology Services and the Director of Administration. The standard hours for this role are 9:30 am - 6:00 pm Monday - Friday. Shift will vary based on user support requirements.

Job Qualifications

Associates Degree, 4 year college Computer Science Degree or equivalent experience

A minimum of two years of corporate or law firm Helpdesk experience

Microsoft Certified Professional Certification preferred

Advanced knowledge and ability to troubleshoot word processing applications including macros required

Proficiency with Microsoft Word/Excel/Outlook/PowerPoint required

Advanced knowledge of remote access applications and VMware Desktop applications required

Call tracking application experience required

MOUS certifications preferred

Proven computer hardware troubleshooting ability required

Understanding of networks and their relation to end-users required

Application knowledge such as Microsoft Office, iCreate, NetDocs, MS Teams, Zoom, and Adobe preferred

Effective written and verbal communication skills with unskilled and highly skilled PC users

Excellent time management skills, including the ability to meet deadlines while paying attention to details

Ability to make quick and clear decisions in accordance with Firm policies

Proven ability to work within an environment that is fast paced, requiring changing priorities

Proven customer service skills are required in order to create, maintain and enhance user relationships

Must be able to communicate and interact effectively with people from multifunctional and diverse backgrounds

Ability to travel and provide support for both Los Angeles and Century City offices required

Summary of Duties

The Systems Support Specialist is responsible for providing hardware and software support to the end users. This includes both via the telephone and desk side support. Frequent interaction with internal and external users including staff, clients and management where courtesy, tact, cooperation and negotiation are required to problem solve user issues. Serves as primary contact with users. Must demonstrate a team spirited attitude.

Responsibilities

Provide IT support for both the Los Angeles and Century City Offices

Recommends or performs actions to correct problems based on knowledge of systems.

Researches, provides and documents confident, accurate solutions to user problems on a timely basis.

Recommends or performs actions to correct problems based on knowledge of systems.

Evaluates and prioritizes Helpline tickets. Effectively escalates and documents all support calls for which resolution is not possible.

Maintains the call tracking system through the input of resolutions to issues and/or tracking issues that are escalated to a higher level. Enters data and adds/deletes information accurately and timely.

Clearly communicates escalation to all involved parties. Monitors the successful resolution of the ticket, providing appropriate progress reporting and status as necessary.

Monitors support activity and inform team and manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.

Acquires and maintains a high level of knowledge regarding relevant products, current support policies and methods of support delivery.

Invites feedback from end user community. Also assists in the investigation of end user complaints and with the delivery of an appropriate remedy and response.

Proactively, on a regular basis, tours all floors and visits end users.

Fills in as requested and scheduled on the phone support team.

Provides support, training and setup on all computer systems.

Provides support and training for all Audio/Visual meetings per standard department procedures.

Participates in special projects as requested.

During emergency situations (i.e., server outages) tours floors to keep users informed, answer questions and provide assistance as required.

Assists colleagues in the resolution of support issues.

Coordinates training programs with support departments.

Communicates with Data Center staff to update, troubleshoot, maintain and repair all network infrastructure hardware.

Leads or participates in special projects as requested.

Working Conditions

Ability to work outside scheduled work time as required

Availability by phone and e-mail (24/7) is required

Work may be performed at a client site or in corporate headquarters in a professional work environment

Hazards include working with office machines (computer, servers, printers and scanning equipment), cleaning supplies and toner

Statement of Other Duties

This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.

Jenner & Block LLP is an equal opportunity employer. Recruitment and employment decisions are not made on the basis of an individual’s race, color, creed, religion, national origin, ancestry, citizenship status, age, non-disqualifying physical or mental disability or medical condition, genetic information, sexual orientation, sex, gender identity and/or expression, pregnancy, childbirth, breastfeeding or related medical conditions, arrest record, matriculation, personal appearance, political affiliation, marital, parental, veteran, military, or order of protection status, or any other protected status or that of their relatives, friends, or associates.