Technology Resources is seeking a talented and experienced User Support Specialist for our client, a large, prestigious law firm in downtown DC. 

Overview of Responsibilities:

• Resolves incoming telephone requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.
• Analyzes and resolves problems according to shifting priorities, time frames and resources, as well as documenting resolutions in call tracking system.
• Effectively documents all support calls and, if necessary, escalates calls to proper internal or external support person. Monitors progress through resolution.
• Monitors support activity and informs team/manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.
• Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery.
• Participates in the implementation of special projects as requested.
• Consistently models the highest levels of client service orientation and professionalism.
• Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities.
• Continually improves client service through diligent, thoughtful and timely execution of support requests.
• Participates in the after-hours pager rotation, providing on-call 24x7 technical support.
• Participates in the rotation of monitoring and resolving of voicemail and email requests.

Knowledge, Skills and Abilities:

• Must have strong personal computer skills including hardware, operating system and software knowledge.
• Ability to troubleshoot Microsoft Office Applications and Windows XP required. Legal applications knowledge preferred (Interwoven, Elite, Deltaview, etc.).
• Must have strong oral, interpersonal and written communications skills.
• Must have the ability to communicate technical concepts to non-technical users.
• Strong customer service focus combined with excellent listening, written and verbal communication skills.
• Must work well independently and in a team environment.
• Ability to lift and carry items weighing less than 50 lbs.
• Visual acuity sufficient to permit performance of job functions enumerated above.

Required Experience:

• Bachelor’s degree or equivalent work experience; a concentration in Computer Science or Information Systems preferred.
• Minimum two years of customer service or technical support experience required. Law firm and technology experience preferred.

Hours for the position are 8:30am-5:00pm.