Ballard Spahr is seeking an IT professional to provide onsite high level technical support 11am-7pm (Eastern Time) via telephone, email, and remote access to Ballard Spahr employees in all offices, who experience problems with computer hardware, software, peripherals, or connectivity. Log, troubleshoot, diagnose, and escalate issues in order to provide timely resolution that limits the negative impact on user productivity. The analyst will partner with Tier 2 and Tier 3 workgroups and escalate issues to appropriate resource and be organized with the ability to follow established processes and provide recommendations for improvements.
This position will also require the individual to participate in an on-call rotation every 4-5 weeks.
Ballard Spahr is not accepting resumes from search firms for this position.
Ballard Spahr is an equal opportunity employer committed to fostering a culturally diverse environment. The firm encourages applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, age, national origin, handicap or disability, citizenship, sex, pregnancy, childbirth or related medical condition, sexual orientation, gender identity and expression, transgender status, sex stereotyping, genetic information, ancestry, veteran status or any other category protected by applicable law.
Responsibilities include high availability in order to respond promptly to support requests via the Tech Support line and e-mail. In order to be successful in this role the candidate must excel at exhibiting sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure; demonstrating sufficient knowledge of call log tracking to record accurately all needed information and act as a Single Point of Contact (SPOC) to track all customer service items to completion. Exceptional organizational skills, and attention to detail are required.
Qualified candidates will have 2+ years of technical support and/or call center experience (preferably in a legal environment), at least a two-year degree, relevant certifications (A+ certification, Network+, MCP, ITIL, etc.) and a stable work history. Must be highly proficient in troubleshooting Windows OS, MAC OS Microsoft Office Suite applications (2010), Service Now or other call tracking software, Active Directory, remote desktop applications, LAN/WAN connectivity, mobile devices/MDM, printers and laptops.
Supporting and troubleshooting Citrix and VPN applications required and experience with supporting a document management system a plus (iManage, Filesite, etc.)
The ability to work independently in a fast-paced environment and the flexibility to work non-traditional hours are essential. There is a requirement of after-business hours on-call coverage during scheduled, rotational intervals.
Additional Salary Information: The benefits package includes medical, prescription drug, dental and vision coverage; life insurance, short and long-term disability; 401(k) retirement savings plan with a firm contribution and match; generous paid time off program; health care and dependent care flexible spending accounts, and a health savings account; firm subsidized emergency child and elder care services; family and medical leave; employee assistance program; and a pre-tax transportation program.
Ballard Spahr LLP, a national firm with more than 500 lawyers in 14 offices in the United States, provides a range of services in litigation, business and finance, real estate, intellectual property, and public finance. Our clients include Fortune 500 companies, financial institutions, life sciences and technology companies, health systems, investors and developers, government agencies and sponsor...ed enterprises, educational institutions, and nonprofit organizations. The firm combines a national scope of practice with strong regional market knowledge. For more information, please visit www.ballardspahr.com.