At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.
As a member of the K&L Gates Information Technology Department, the Senior Desktop Support Analyst provides support for a group of offices per the assigned region. Ownership of problems from beginning to end by using elevated accounts and advanced analysis to troubleshoot problems through interaction with the end users, to restore service and/or identify and correct issues. Daily operational requirements include excellent communications and customer service skills. Position requires individuals be able to effectively communicate to end users and fellow Desktop Support staff.
KEY RELATIONSHIPS
Daily interaction with timekeepers and staff. Responsible for developing working relationships with fellow IT staff
ESSENTIAL DUTIES
- Assume ownership of escalated tickets involving more complex issues from other IT groups; manage vendor relationships on cloud-based applications
- Responsible for requests assigned to regional office queue in ITSM software for tickets; engages customers locally and remotely to resolve issues in a timely manner
- Own issues through resolution; including research, install, and troubleshoot software as necessary to meet needs of firm practice groups or individuals
- Actively listening to, and understanding customer requests and inquiries; and building rapport with each customer in order to provide exceptional service
- Effectively communicate with end users and interact with all IT personnel to resolve problems in a quick, timely manner
- Manage and utilize time effectively to meet required service levels for improved customer satisfaction and prompt incident resolution
- Report daily reoccurring issues and status project tasks to the Team Lead and Desktop Support Manager
- Develop and deliver new hire orientation both locally and remote
- Provide support to all offices which includes travel to as required
ADDITIONAL DUTIES
- Assist Engineering groups on a case by case basis with computer closets, server rooms and data centers
- Local and remote office inventory tracking
EXPERIENCE SKILLS REQUIRED
- Bachelor’s degree or equivalent experience with 3+ years of related Information Technology work experience
- Good verbal and written communication skills with the ability to work with operation and business areas of the firm
- Familiarity with software applications used in the legal industry (i.e. document management, docketing, legal records, library management, or electronic discovery)
- Previous experience in a technical support role, preferably supporting a national or international client base
- Solid analytical and problem solving skills to understand and address customer issues promptly
- Ability to exercise judgment in prioritizing work, responding to customer needs, and in determining when an inquiry requires higher-level involvement
- Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude
- Ability to multi-task, work under pressure, handle interruptions while maintaining flexibility in work assignments
- Ability to maintain professional communication skills by phone, email, and in person with timekeepers and staff
- Maintains awareness of new and emerging technologies and products provided by IT
- Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as organizational structure
ADDITIONAL ABILITIES REQUIRED
- Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as organizational structure
- Occasional remote access work after hours to provide business continuity
- This job operates in an office setting and is largely sedentary, requiring the routine use of a computer and other standard office equipment. The ability to open file cabinets, lift files, bend, and stand on a stool may also be required.
Compensation Salary $63,000 - $95,000
The compensation salary for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors.
ABOUT THE FIRM
K&L Gates is a fully integrated global law firm with lawyers located across five continents in more than 40 offices. We have experienced dramatic growth in the past decade and now rank among the largest U.S. based law firms in the world. We take pride in constantly striving for innovation, imagination and an entrepreneurial spirit. We come up with big ideas and then roll up our sleeves to get the job done, guiding our clients through their most complex issues in a variety of industry sectors and across multiple regions of the world.
The industry recognition the firm has garnered emanates from the foundation of a global community aligned on behalf of our clients. The people at K&L Gates are committed to working together to create a legacy for each other, the firm, our clients, and the communities in which we serve. We thrive in an inclusive and socially conscious environment that embraces diversity and takes a holistic approach to the career evolution of all our professionals.
Notice: We participate in E-Verify in certain Firm locations for purposes of verifying employment eligibility.
Please be advised that this position requires successful completion of a background check. In accordance with the Washington State Fair Chance Act, Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance, the California Fair Chance Act, and applicable law qualified California and Washington State applicants with criminal history records will be considered. A criminal history will not categorically exclude a candidate from employment, and the Firm will consider relevant factors before making employment decisions based on criminal history information.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
BENEFITS
K&L Gates offers our personnel a comprehensive suite of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time personnel include:
- Medical/Prescription Drug Coverage (including a Health Savings Account feature)
- Back-up Child/Elder Care and access to a caregiving concierge
- Pre-tax Commuting Benefits
- 401(k) Retirement Plan and Profit Sharing
- Business Travel Accident Insurance
- Short- and Long-term Disability Protection
- Life Insurance (including Basic, Supplemental, Spouse, Child, and Accidental Death and Dismemberment)
- Paid Time Off (20 days/year through first 4 years of employment; 25 days/year after 5 years of employment)
- Identity Protection/Restoration and Fraud Insurance
- Parental Leave (18 weeks of which 6 are paid; short-term disability may provide additional paid time off)
- Student loan refinancing options and access to a student loan concierge service
- Breast Milk Delivery and Lactation Support Services
- Flexible Spending Accounts
- Employees also may be eligible to receive bonuses and certain expense reimbursements
- Employee Assistance Program
- Professional Development and CLE Credit Opportunities
- Employee Referral Program
- Critical Illness Insurance
- Hybrid/Remote Work Opportunities
- Hospital Indemnity Insurance
- Perks including: Technology, Entertainment, and Travel Discount Programs
- All other benefits (such as leaves of absence) required by law
EQUAL EMPLOYMENT OPPORTUNITY
The Firm is an equal opportunity employer. It is the policy of the Firm that employment decisions shall be based on merit, qualifications and competence. Employment practices will not be influenced or affected by virtue of a person’s race (including traits associated with race, including hair texture and protective hairstyles such as afros, braids, locks, and twists), religion, creed, color, national origin, ancestry, citizenship, physical disability, mental disability, medical condition, genetic information, marital status, sex, pregnancy, childbirth, breastfeeding, gender, parental status, gender identity, gender expression, sexual orientation, age, familial status, domestic violence victim status, military and veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy governs all aspects of employment including, without limitation, recruiting, hiring, compensation, benefits, promotion, assignment, and dismissal. In addition, it is the Firm’s policy to provide an environment that is free of prohibited harassment of any kind including, without limitation, that which is based on sex, race, age, disability, ethnic background, or any other category protected by law (including the categories listed above). The Firm complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please contact [email protected].
