IT Support Analyst

CitiesChicago, IL, INDC Metro, VA, MD, DENYC Metro, NY, NJJob DescriptionThis 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 East Coast Offices.This position offers the flexibility to be fully remote while working within reasonable commuting distance from any of our listed offices.  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.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: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.Quickly and accurately resolve end-user issuesProvide technical advice/support, troubleshooting assistance, and problem resolution for PCs, printers, applications, smartphones, telephones, remote access, and file transfersDocument all support interactions and their resolutions in the incident tracking databaseAssist with determining and documenting the support impacts of new technology and planned software upgrades as requestedMaintain knowledge of hardware and software supported and how various departments, practice groups, and teams utilize them to support business processesAssist in maintaining and expanding the Information Technology Internal Knowledge Base documentationTriage and escalate, where needed, incidents submitted via email, self-service portal, and other avenuesAssist with other special projects, tasks, and/or support as assignedMaintain high-speed broadband home internet access to ensure reliable connectivity to the firm’s network when working remotelyJoin us if you have:1+ years’ experience in providing direct hardware and software support preferred1+ years’ experience in providing audio visual support is preferred1+ years’ experience in a law firm or professional setting preferredUnderstanding of desktops, laptops, mobile devices, printers, various Windows OS, and Microsoft Office Suite requiredAbility to communicate in a pleasant and effective manner with attorneys and staff requiredExceptional customer service and troubleshooting skills, problem-solving, and follow-up skills are requiredExcellent interpersonal skills required. Must be a team player, requiredAbility to handle stressful situations in a calm, composed manner is requiredAbility to quickly assess a situation and adjust approach to fit, is requiredA strong attention to detail and quality control requiredExperience providing remote access support strongly preferredTraining experience, either one-on-one or classroom, a plusUnderstanding of large networked environments (both LAN and WAN), a plusDemonstrated ability to quickly learn and support new technologies is requiredTenacious problem-solving skills, requiredAbility to work independently, with minimum supervision requiredGED/High School Diploma required; Bachelor’s degree preferredWho We AreDavis 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 plans2 paid volunteer days for qualifying community service workDental planFertility and adoption benefitPaid sabbatical after 13 years of serviceTuition reimbursementCommuter benefitsRetirement contributionHow to Apply:All steps of the process must be carefully followed so that A) the hiring manager can review your application and B) YUPRO Placement can advocate for you and provide support.Step 1: Complete the application on the New Grad job board by submitting your resume and completing the details requested below.Step 2: Check your inbox for an email with the subject line “Your YUPRO Placement Application: Next Steps” and navigate to the link provided, and submit your application according to the email directions.