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WilmerHale · 5 hours ago

Support Specialist

San Francisco, CA

Full-time

Onsite

Mid Level

3+ years exp

WilmerHale is a leading international law firm committed to providing excellent legal and client services. The IS Support Specialist will provide onsite technical support for attorneys and staff, resolving issues related to software, hardware, and multimedia systems to ensure efficient operations.

Intellectual PropertyLegalVenture Capital

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Provides onsite and remote (email, voice, chat, web share, and possible external visits) customer support for all network-based, computer-based, and mobile device-based applications and hardware offered by the firm or enabled by the firm, such as personal mobile devices and computers used to access firm resources

Sets up, configure, and deploy laptop & desktop computers and mobile devices, and approved printers, for attorneys & staff. This includes providing how-to instruction as necessary to ensure usability and as a complement to the services of IS Technology Training

Provides multimedia meeting support as necessary for Audio Visual (AV) systems including video conference, audio conference, presentation systems, and computer and mobile systems necessary to ensure successful delivery of AV services for the firm’s customers and clients

Support firm visitors in their ability to utilize technology enabled for them by the firm, including wireless guest network connectivity, guest printing, and setup of non-firm systems in conjunction with their work with firm personnel, including computers, mobile devices, and deposition or interview-related technology

Identifies, researches, and resolves technical problems independently and through coordination with others in IS Workplace Support

Responds to telephone, email, Instant Message (IM), desktop video, and in-person requests for technical support. Tracks and monitors all issues to ensure timely and effective resolution in the ServiceNow system and abiding by IS’ ITIL v3-guided processes, escalating to others in IS Workplace Support, overall IS, and vendors as necessary to realize issue resolution

Works with customers to ensure that they understand how to use the technology tools available to them to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues

Identifies areas in which IS Workplace Support can benefit from improvement in technical and customer service skills, working with the Workplace Support Manager, IS Technology Training and, as appropriate, Office Administration to realize the delivery of necessary training

Demonstrates sound judgment in providing workarounds to customer Incidents and Service Requests that cannot be resolved initially, while researching or engaging the Workplace Support Liaisons or appropriate assignment groups for long-term solutions to the Incident

Assists in testing new software & hardware, providing feedback as necessary

Performs daytime, after-hours, and weekend computer, mobile device, telephony, AV, and network support on behalf of IS Workplace Support, IS Applications Services, and IS Infrastructure Services, which may require short notice to travel to the office outside of normal business hours in the event of system outage events

Supports hearing and trial technology set-up to ensure seamless technology experience for all participants. This support may require domestic US travel, as well as European or International travel and may be lengthy or extended

Assumes additional responsibilities as assigned, including performing project-related work

Contributes to the Firm's overall initiative to consistently improve its image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the Firm as well as external clients and vendors via electronic and print correspondence, in-person, over the telephone and through email

Qualification

Customer serviceTechnical supportAV systems supportITILv3 familiarityAnalytical skillsProject managementTroubleshooting skillsCommunication skillsOrganizational skillsInterpersonal skills

Required

Exceptional customer service, attitude, and skills

Excellent interpersonal skills, as necessary to work effectively with people at all levels at WilmerHale (WH)

Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience

Demonstrated ability to provide face-to-face, telephone, email, IM, and video-based support

Strong conceptual knowledge of computer software & hardware and mobile device software & hardware configurations support, including software applications

Demonstrated ability to effectively use computer and mobile-based software, operating systems, and hardware in use at WH

Familiarity with ITILv3 service management processes, focused on Incident Management and Request Fulfillment, and related event tracking in a service management tool

Ability to learn, develop, and apply knowledge of work practices, policies, and procedures as they relate to IS Support operations, including service management software, knowledge bases, and other support tools

Ability to respond to requests with a heightened sense of urgency and excellent customer service skills

Strong communication (oral/written) and interpersonal skills, as necessary to communicate and coordinate with peers, other members of IS, and the overall firm client base

Keen analytical, troubleshooting, and problem-solving skills, including the ability to resourcefully utilize multiple resources for issue research

Ability to work successfully with general supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure

Excellent organizational skills and attention to detail

High school diploma, General Certificate of Education or equivalent required

Prefer three years of experience in a structured client service technology position, including hands-on computer & mobile device hardware, operating system AV, and software support

Preferred

College degree preferred with substantial coursework in information systems or equivalent experience

Professional certifications (MOS, Comp TIA, ITIL) strongly preferred

Prefer solid project management and organizational skills, including the ability to work effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure

Prefer experience with remote access technologies, Internet research, and specialized programs to support the legal community, mobile device setup & support, PC and MAC setup & support, network infrastructure

Company

WilmerHale

Glassdoor4.2

WilmerHale provides legal representation across a comprehensive range of practice areas that are critical to the success of our clients

Founded in 2004

Boston, Massachusetts, USA

1001-5000 employees

http://www.wilmerhale.com

H1B Sponsorship

WilmerHale has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (7)

2024 (8)

2023 (11)

2022 (10)

2021 (9)

2020 (8)