Nights Netdocuments Jobs (NOW HIRING)

Job Summary:
Dorsey & Whitney LLP is a global law firm with over 650 lawyers across 22 offices. They are seeking a Technical Support Specialist to provide technical support for computer software, desktop operating systems, and hardware to their business professionals and attorneys.
Responsibilities:
• Provide firmwide technical support from central Technical Support Center (TSC) via phone instruction, email, remotely, and desk side assistance as necessary.
• Act as initial point of contact for users with questions, requests, or troubleshooting problems relating to computer software, desktop operating systems, hardware and related peripherals. Escalate more complex problems to senior level.
• Understand escalation rules, procedures, and staffing for support incidents, and escalate accordingly.
• Log all support incidents and customer requests into the Technical Support Center (TSC) tracking system on a timely basis and use the system to track all unclosed issues.
• Follow up on all unclosed issues to ensure final resolution.
• Work with team and manager to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improve training and user communications, and otherwise reduce the volume and difficulty of support incidents.
• Assist in implementing software and hardware projects, pilot tests, and rollouts.
• Maintain department standards for attendance, coverage, customer service, and volume and effectiveness of problem resolution.
• May be requested to perform other duties not listed above.
Qualifications:
Required:
• High School diploma or G.E.D. equivalent.
• At least two years of experience supporting Office 365 and Windows 10, among other standard office software applications.
• Experience supporting multi-factor security technologies such as RSA and MFA for in-house and remote access.
• Excellent customer service skills.
• Capable and professional in all written and oral communications.
• Ability to diagnose problems, absorb and utilize information quickly, manage tasks, and balance priorities.
• Must be able to work in a high stress environment.
• Ability to effectively work with all levels of personnel.
• Willing to work nights, weekends, and travel, if necessary.
Preferred:
• Associate’s degree or technical degree.
• At least two years of experience in a law firm or other professional service organization.
• Experience with support of standard applications used in the practice of law, such as NetDocuments (document management system), Elite 3E, SaaS environments, and UKG.
Company:
Clients have relied on the international law firm of Dorsey & Whitney LLP since 1912 as a trusted legal advisor and valued business partner. Founded in 1912, the company is headquartered in Minneapolis, USA, with a team of 1001-5000 employees. The company is currently Late Stage.