Essential Functions

• Assists the IT Operations Manager or independently assigns staff for client assistance, diagnosis, repair, service, and follow-up.
• Communicates department goals and other pertinent company information to Solutions Experts of the Technology Center in a clear, accurate, and timely manner.
• Works with the IT Operations Manager directly to ensure Solutions Experts are assisting clients with Steptoe IT service and repair issues while achieving IT department goals. Handles escalated client service issues.
• Provides polite, friendly, positive, and timely first contact service and incident resolution to clients with hardware, software, and application problems.
• Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing accurate time estimates for the next steps.
• Remain abreast of all IT Department technologies, software applications, software enhancements and upgrades, as well as new software and technology trends, via departmental communications, online references, periodical information, and by participating in relevant training and seminar sessions.
• Helps drive a positive client experience by building relationships, exhibiting empathy, and providing solutions to their needs.
• Monitor service queues and provide accurate status updates to clients.
• Clearly communicate and partner with fellow Solutions Experts and IT professionals.
• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or IT Administrators when required.
• Documents incident status and solutions in incident database tools.
• Maintain current working knowledge of computers, printers, laptops, and common windows applications.
• Work through various types of support issues with in-person or remote assist.
• Provide answers to Frequently Asked Questions or solutions to common problems in Knowledge Base articles as part of a customer self-help capability.
• Provides ongoing coaching to Solution Experts and acts as an advisor to other Steptoe departments such as Support Operations and Marketing Events as needed to achieve goals and high standards of customer service.
• Provide prompt and courteous guidance on how to use firm desktop and mobile technology.
• Routinely troubleshoot software and hardware on all supported devices and when necessary provide prompt feedback to supervisor or manager regarding critical issues or complaints that involve escalated service requirements.
• Routinely document all troubleshooting tasks, results and resolutions in the online service desk ticketing system.
• Effectively communicate and coordinate with IT administrators or engineers to address, resolve and document escalated issues.

Desirable Skills / Experience:

• Experience using and learning about corporate information systems.
• Ability to work successfully as part of a team.
• Ability to prioritize and multi-task in a fast-paced environment.
• 3-5 years of retail customer service experience.
• 3-5 years of experience in diagnosing and repairing PCs or consumer electronics.
• 3-5 years of customer service experience.
• 3-5 years of leadership experience including coaching, training, and recognition.
• A+ Certification or equivalent.

• Attention to detail: avoid common and frequent mistakes; complete complex projects and tasks without error.
• Critical thinking and problem-solving: recognize problems or situations that are new or without clear precedent; evaluate alternatives and find solutions using a systematic, multi-step approach; develop improvements and innovations to enhance performance.
• Customer service: is highly responsive to initial requests and follows through on all commitments, both stated and implied; works diligently to ensure that everyone seeking Department services receives the highest level of service; manages own work to meet or exceed service level expectations.
• Initiative and creativity: identify areas for improvement within personal areas of responsibility, group, department, and firm; develop unique and new approaches to address existing challenges and/or positively affect lawyer productivity, client service, and overall fiscal health of the firm.
• Team leadership: the ability to inspire others by creating a vision and gaining buy-in from those important to achieving strategic and operational goals.
• Teamwork: able to work well with others on projects, initiatives, and tasks that require their input and cooperation.

• Non-Smoking environment.
• Ability to maintain a flexible work schedule.
• Available to work in the office 9:00 - 5:30 pm Monday through Friday.
• Extra weekday and weekend hours may be required for special programs or events.
• Must be available to work beyond regular hours when necessary.
• Must be able to work under tight deadlines and stressful situations.
• Must have the ability to work independently.