IT Support Analyst
Description
This is an exciting opportunity to work for one of the top law firms in the U.S.! Davis Wright Tremaine LLP is looking for an Information Technology Support Analyst to join our team in our Seattle, Portland, Los Angeles, San Francisco, or Anchorage offices.
This position offers the flexibility to be fully remote while working within reasonable commuting distance from one of the office locations listed above.
This position is responsible for quickly resolving end-user issues; providing technical support and troubleshooting assistance; installing software; and creating/tracking/managing user support tickets. Superior technical and customer service skills are paramount.
Core Responsibilities
Provide first-line support during various shifts. Maintain awareness and adherence of security measures, policies, methods and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data. Promote a culture that promotes information security as an integral part of Information Technology architecture and business processes.
At Davis Wright Tremaine, you will find challenging assignments, opportunities for professional growth and community involvement, and a culture of inclusion. DWT fosters inclusiveness and authenticity. Regardless of position, everyone here has a voice and the support is unparalleled.
On a typical day you will:
- Quickly and accurately resolve end-user issues
- Provide technical advice/support, troubleshooting assistance, and problem resolution for PCs, printers, applications, smartphones, telephones, remote access, and file transfers
- Document all support interactions and their resolutions in the incident tracking database
- Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested
- Maintain knowledge of hardware and software supported and how various departments, practice groups, and teams utilize them to support business processes
- Assist in maintaining and expanding the Information Technology Internal Knowledge Base documentation
- Triage and escalate, where needed, incidents submitted via email, self-service portal, and other avenues
- Assist with other special projects, tasks, and/or support as assigned
- Maintain high-speed broadband home internet access to ensure reliable connectivity to the firm’s network when working remotely
Join us if you have:
- 1+ years’ experience in providing direct hardware and software support preferred
- 1+ years’ experience in providing audio visual support is preferred
- 1+ years’ experience in a law firm or professional setting preferred
- Understanding of desktops, laptops, mobile devices, printers, various Windows OS, and Microsoft Office Suite required
- Ability to communicate in a pleasant and effective manner with attorneys and staff required
- Exceptional customer service and troubleshooting skills, problem-solving, and follow-up skills are required
- Excellent interpersonal skills required. Must be a team player, required
- Ability to handle stressful situations in a calm, composed manner is required
- Ability to quickly assess a situation and adjust approach to fit, is required
- A strong attention to detail and quality control required
- Experience providing remote access support strongly preferred
- Training experience, either one-on-one or classroom, a plus
- Understanding of large networked environments (both LAN and WAN), a plus
- Demonstrated ability to quickly learn and support new technologies is required
- Tenacious problem-solving skills, required
- Ability to work independently, with minimum supervision required
- GED/High School Diploma required; Bachelor’s degree preferred
Who We Are
Davis Wright Tremaine LLP is an AmLaw 100 law firm with 11 offices nationwide. We are relentlessly committed to client service and look for candidates who share that commitment. At DWT, client service means having empathy for each client’s and each lawyer’s work and personal pressures, business objectives, and legal needs; anticipating their needs; and having the capabilities and commitment to deliver what matters most to them.
What’s in it For You?
DWT offers competitive compensation in addition to ample benefits including but not limited to:
- Choice of health and vision insurance plans
- 2 paid volunteer days for qualifying community service work
- Dental plan
- Fertility and adoption benefit
- Paid sabbatical after 13 years of service
- Tuition reimbursement
- Commuter benefits
- Retirement contribution
This job description intends to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to include all duties and responsibilities.
Washington State
The annualized salary range for this position in Washington is $55,000 to $62,000 ($28.21-$31.79 hourly). Actual pay will be adjusted based on the candidate’s education, training, experience and other job-related factors permitted by law. Full time employees may be eligible for a bonus, health insurance with an optional HSA, long term disability, dental insurance, vision care, telemedicine and virtual short term solution based counseling services, life insurance, Healthcare and Dependent Care Flexible Spending Accounts, subsidized backup care and caregiving resources, 401(k), vacation, sick time, 11 paid holidays each year and an employee assistance program. For full-time employees, the initial vacation benefit is 15 days per year and 11 days of sick leave per year, accrued bi-weekly. Additional voluntary programs include: voluntary accident insurance, voluntary life, voluntary disability, voluntary long term care, and pet insurance. Commuter and Transit programs are also available.
California
The annualized salary range for this position in Los Angeles is $60,000 to $65,000 ($30.77-$33.33 hourly); and in San Francisco is $70,000 to $80,000 ($35.90-$41.03 hourly). Actual pay will be adjusted based on experience and other job-related factors permitted by law. Full time employees may be eligible for a bonus, health insurance with an optional HSA, long term disability, dental insurance, vision care, telemedicine and virtual short term solution based counseling services, life insurance, Healthcare and Dependent Care Flexible Spending Accounts, subsidized backup care and caregiving resources, 401(k), vacation, sick time, and an employee assistance program. Additional voluntary programs include: voluntary accident insurance, voluntary life, voluntary disability, voluntary long term care, and pet insurance. Commuter and Transit programs are also available.
Diversity, equity, and inclusion are part of the fabric of Davis Wright Tremaine – central to who we are and what we do. Our vision is to foster a culture where all talented individuals – including those who are from traditionally underrepresented communities in the legal profession – can have, and can see, a path to success. We embed DEI throughout our law firm with our four-pillar framework: Community, Growth, Education, and Engagement. We invite you to learn more about our commitment to DEI at https://www.dwt.com/about/diversity-equity-and-inclusion.
Davis Wright Tremaine provides reasonable accommodations for those who need them to complete the application or recruiting process and for employees who need reasonable accommodations to perform the essential functions of their positions due to a disability or for religious reasons. If you need to request accommodation during the application or recruiting process, please email [email protected].
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