Technical Support Specialist - Join K&L Gates' Global Service Desk team and provide first-line technical support to internal clients in Austin, Charleston, Charlotte, Ft. Worth, Harrisburg, Kansas City, Miami, Nashville, Pittsburgh, Portland, Raleigh, or Research Triangle Park.
H1: Technical Support Specialist at K&L Gates - Global Service Desk
H2: Deliver First-Line Technical Support to Internal Clients at Law Firm
Law Firm Seeking Technical Support Specialist for Diverse and Impactful Work
- Act as initial point of contact for internal clients regarding applications, hardware, and Microsoft Office, Windows OS, Citrix-based solutions, and smart devices
- Provide consistent responses following established service level agreements
- Manage ticketing system, document root cause and resolution of issues, and update knowledge base articles and internal procedures
- Perform entry level system administration and monitor tasks independently in queue
- Continually evaluate opportunities for efficiency and effectiveness in issue resolution
- Opportunity for application testing and involvement in internal projects
- Associate's Degree or technical school certificate required
- Ability to multitask and work under pressure while maintaining flexibility and professionalism
- Previous experience in professional services organization and with Service Management tools desirable
- Help Desk Institute certifications and ITIL v3 Foundations or Microsoft certifications a plus
- Occasional overtime and weekend shifts may be required in this largely sedentary office setting
Law Firm Compensation: $52,400 - $78,600 per year, based on experience and market factors
Department: Global Service Desk
Location: Austin, Charleston, Charlotte, Ft. Worth, Harrisburg, Kansas City, Miami, Nashville, Pittsburgh, Portland, Raleigh, or RTP office
K&L Gates, a leading global law firm, is seeking a Technical Support Specialist to join their Global Service Desk team. This role involves providing first-line technical support to internal clients in various offices across the country. The ideal candidate will have problem-solving and technical skills, strong interpersonal skills, and a commitment to providing exceptional customer service.
As a Technical Support Specialist at K&L Gates, you will have the opportunity to work closely with all internal clients and utilize the firm's knowledge, resources, and support groups. You will act as the initial point of contact for any inquiries or issues related to applications, hardware, and Microsoft Office, Windows OS, Citrix-based solutions, and smart devices. You will also manage the ticketing system, document root cause and resolution of issues, and update knowledge base articles and internal procedures.
In addition to providing technical support, you will have the opportunity to perform entry level system administration and work independently to monitor and complete tasks. The firm values efficiency and effectiveness, so you will be encouraged to continually evaluate opportunities to improve processes and resolve issues more efficiently.
To be successful in this role, you will need an Associate's Degree or technical school certificate, the ability to multitask and work under pressure, and strong communication and interpersonal skills. Previous experience in a professional services organization and with Service Management tools is desirable, as well as certifications from the Help Desk Institute or ITIL v3 Foundations or Microsoft.
The law firm offers a competitive compensation package, with a salary range of $52,400 - $78,600 per year. The exact salary will be determined during the interview process, taking into consideration factors such as prior experience, relevant expertise, and market factors.
Join K&L Gates' Global Service Desk team and play a crucial role in providing technical support to internal clients across the country. Apply now and be a part of a diverse and dynamic team at a leading global law firm.
