Who We Are
ArentFox Schiff is an award-winning, globally recognized law firm that delivers sophisticated, innovative, and practical legal solutions to clients around the world. With more than 600 lawyers and policy professionals, ArentFox Schiff's expertise is sought out by Fortune 500s, start-ups, international governments, non-profits and trade associations, and private individuals. Our work spans highly complex, global matters as well as the deeply personal issues that shape the lives of individuals and communities.
Why Join Us
At ArentFox Schiff, we know that diverse backgrounds produce different perspectives, richer thinking, and more creative solutions to the challenges our clients face. We hope you share that vision. Join us and take on the challenge of doing meaningful work while helping us build upon a culture that reflects our dedication to diversity, equity, and inclusion. We base all of our employment decisions on merit and do not discriminate on the basis of any legally protected characteristic.
Job Description
As a Technology Support Analyst (Level 2), you will provide advanced technology support and exceptional customer service to employees across the firm. Working closely with Level 1 Technical Support, you will quickly resolve a wide range of requests involving firm-standard software, computer hardware, phones, printers, operating systems, remote access, and mobile devices, while training Level 1 analysts and sharing your expertise. You will be the first escalation point for Level 1 and will collaborate with Level 3 analysts on complex, high-priority, high-impact issues. You will also help support daily AV operations for the local office’s conference rooms, provide individual and small-group training on firm-supported software and hardware, identify training needs, prepare training materials, and lead new-hire onboarding training.
Provide advanced onsite and remote support to employees at all firm locations for firm-standard software, hardware, phones, printers, operating systems, remote access, and mobile devices.
Troubleshoot and resolve escalated software, hardware, security, and network incidents from Level 1, escalating to Level 3 or higher-level support as needed.
Coach Level 1 team members on technical knowledge, firm policies, and procedures.
Use remote control tools to assist customers efficiently.
Document requests clearly and concisely in the ticketing system, including opening, closing, resolution, escalation, and tracking. Provide thorough, current information when escalating to Level 3 or higher-level support.
Give customers regular status updates on issues requiring extended troubleshooting, updating the ticket until the request is completed.
Anticipate customer needs and proactively identify solutions.
Explain technical concepts in plain language to non-technical customers.
Lead new-arrival technology onboarding and setup so new hires have the knowledge, information, and access they need to succeed.
Provide ongoing individual and small-group education on firm-supported software, hardware, and new applications and offerings as needed.
Partner with technical owners to prepare and maintain training materials for new programs.
Image, configure, and deploy laptops and desktops in an enterprise environment as needed.
Report trends and unusual inquiries to leadership to help identify issues and strengthen the technology platform.
Partner with the manager to develop technology service processes, policies, and standards.
Test new software and services, and give technical owners feedback on new products and updates.
Join regular technology calls to stay informed on firm strategies, products, and services.
Contribute to special projects as assigned.
Support conference rooms and video meetings, including equipment setup, testing, and breakdown as needed.
MINIMUM QUALIFICATIONS
Bachelor’s degree preferred; equivalent experience considered.
3+ years of advanced Technical Support experience with cloud-based…