Top 4 Wiley Rein Jobs

Technical Support Representative
Wiley Rein LLP —Washington, DC
- $90,000 - $95,000 a year
- Overtime
- Research
- Mid-level
- Windows
- Paid parental leave
- Health savings account
Graphic Design Specialist
Wiley Rein LLP —Washington, DC
- $105,000 - $128,000 a year
- Overtime
- Microsoft Excel
- Microsoft Outlook
- Research
- Paid parental leave
- Health savings account
Operations Manager
Wiley Rein LLP —Washington, DC
- $120,000 - $125,000 a year
- PRN
- Customer service
- Mid-level
- Office
- Paid parental leave
- Health savings account
Risk and Compliance Attorney
Wiley Rein LLP —Washington, DC
- $180,000 - $205,000 a year
- Weekends as needed
- 5 years
- Office
- Analysis skills
- Paid parental leave
- Health savings account
7d

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Technical Support Representative

Wiley Rein LLP -
Washington, DC

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Job Details

$90,000 - $95,000 a year

Benefits

Paid parental leave
Health savings account
Paid holidays
Health insurance
Dental insurance
401(k)
Paid time off
Parental leave
Vision insurance
Life insurance

Qualifications

Confidential information handling
Employee relationship building
Research
High school diploma or GED

Full Job Description

SUMMARY/OBJECTIVE:

Under the direction of the Technical Support Manager, the Technical Support Representative provides troubleshooting assistance to attorneys and staff for software, network, and hardware issues. The Technical Support Representative possesses a strong understanding of the firm’s core applications and systems and uses the firm’s ticketing system to log calls, maintain records, and research and document resolutions.

This position is eligible to participate in the firm's flexible work program.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

- Provide expert telephone, e-mail, and in-person support to the firm’s attorneys and staff, troubleshooting a variety of software, hardware, and network issues to point of resolution or escalation
- Log customer calls, maintain records of tasks, and capture final solutions in the on-line help desk ticketing system, ServiceNow
- Ability to analyze root cause of incidents and determine resolutions
- Route tickets to the appropriate person within the department for resolution in accordance with established escalation procedures
- Provide status reports to customers throughout the life of an issue or request
- Research and write appropriate technical documentation on applications and processes
- Track asset information associated with the distribution of laptops, desktops, monitors, printers, and mobile devices from the firm’s equipment inventory
- Provide floor support as needed
- Test and evaluate software and hardware products
WORK ENVIRONMENT:

An on-site presence is an essential function of this position. Remote work may be permitted in accordance with the firm’s flexible work policy and based on business needs
Position operates in a professional office environment which is usually quiet to moderate
Position routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
Position requires that the employee be able to multi-task in a fast-paced work environment

PHYSICAL DEMANDS:

This position is primarily a sedentary position.However, some duties and responsibilities may require the employee to lift files, open filing cabinets, bend or stand, reach with arms and hands, climb or balance, occasionally move about to access office equipment, file cabinets, etc.
May require employee to carry or lift items weighing up to 10 pounds and occasionally lift and/or move objects up to 50 pounds

KNOWLEDGE, SKILLS, AND ABILITIES:

The ability to communicate professionally and effectively, both in oral and written form
The ability to multi-task, prioritize/coordinate deadlines, and track progress of tasks
Ability to organize workflow and use time efficiently
Strong customer service orientation
Ability to demonstrate attention to detail and accuracy
Must maintain confidentiality of work-related information and materials
Must establish and maintain effective working relationships in or out of a team environment
Ability to adhere to firm security policies and ISO compliance controls
Ability to quickly develop expert level knowledge in systems within organization
Understand and adopt the organizational structure
Possesses the attitude of collaboration and sharing
Willingness to learn and adopt new methodologies
Ability to participate in on-call rotation and flexibility to work overtime on an as-needed basis

EDUCATION AND EXPERIENCE:

High school diploma required; Bachelor’s degree preferred; technical certifications a plus
Five (5) plus years relevant technical support experience preferred. Prior law firm experience preferred.
Support experience with PC and laptop hardware as well as HP laser printers
Experience with mobile device troubleshooting and mail configuration
Experience with Windows operating systems, document management systems, Google Chrome, and a general understanding of local/wide area networking

OTHER DUTIES:

Meets the department’s expectations to retrieve, read and/or respond to firm and client-related e-mail messages during and outside of core business and scheduled work hours by connecting a personal mobile device (smartphone or tablet with a data plan) to the firm’s network
This description outlines the basic requirements of this position. It is not intended to be a complete description as other duties may be assigned.

Thebase salary for this position is expected to be between $90,000 to $95,000 annually. Actual salary will be determined based on skills, experience (to theextent relevant) and other job-related factors, consistent with applicable law.

Wiley’s comprehensive benefits package includes medical and prescription drug plan coverage, dental, vision, flexible spending and health savings accounts, life insurance, 401(k) retirement plan with firm discretionary contribution, generous paid time off (PTO) package plus ten firm paid holidays, access to state of the art on-site fitness facilities and locker rooms and wellness programming, paid parental leave and subsidized backup child/elder care, and more.

Wiley is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military and veteran status, personal appearance, family responsibilities, political affiliation, matriculation status, credit information, status as a victim or family member of a victim of domestic violence, a sexual offense or stalking, homeless status, or any other characteristic protected by applicable law.

**This Organization Participates in E-Verify. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Employers may not use E-Verify to pre-screen job applicants and may not limit or influence the choice of documents you present for use on the Form I-9.

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Technical Support Representative

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Risk and Compliance Attorney

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