Stoel Rives LLP Technical Support Training Specialist in Portland, Oregon

Job Description:

Stoel Rives LLP is seeking a Technical Support Specialist to provide reliable and responsive information, training, troubleshooting and other support related to the setup and use of the firm’s information technology. Technical Support Training Specialists are experts on all of the core applications and hardware in use at the firm. This position responds to escalated technical support incidents and requests for technology setups via email, telephone, and in-person during core business hours and after-hours when necessary. The Technical Support Training Specialist will deliver New Hire training using existing training curriculum and will also deploy, setup and track end-user hardware inventory and participate in the successful completion of all IT projects. This position is located in our Portland office and working hours will be 9:30 AM to 6:00 PM.

JOB FUNCTIONS AND RESPONSIBILITIES

  • Respond to and provide resolution to requests for technology setups and escalated incidents, in accordance with published service level agreements

  • Escalate requests and incidents to other resources (IT or otherwise) as necessary

  • Effectively communicate resolution of incidents to end users, and ensure needs are met

  • Record and track support incident details and resolutions

  • Provide training and how-to information on the use of the firm’s technology whenever necessary

  • Author and edit knowledgebase articles to support the exchange of IT knowledge at the firm

  • Keep all loaner hardware in working order and maintain the inventory and checkout status

  • Troubleshoot software and hardware issues, research and implement immediate solutions, and provide input on permanent solutions

  • Setup and support of conference room audio/video technology (includes audio, video and web conferencing technologies)

  • Track and record the movement of end-user hardware inventory

  • Provide after-hours, emergency support when necessary

  • Provide quality legal industry technology training, along with innovative services that help lawyers achieve efficiencies in their practice through the effective use of technology

  • Author periodic Tip of the Week messages and articles for TechTalk Newsletter

  • Participate in the quality assurance testing and selection process of any new applications and after any upgrades/patches to ensure proper functionality exists

  • Other duties and responsibilities as assigned

KNOWLEDGE, SKILLS AND ABILITIES

  • Excellent oral/written communication and interpersonal skills to effectively communicate with end users at all levels within the firm

  • Expert diagnostic and troubleshooting skills

  • Expert knowledge of Windows OS, Microsoft Office Suite, iOS and Android and remote connectivity technologies from Windows OS and Apple OS devices

  • Advanced working knowledge of legal specific software (e.g. FileSite, InterAction, Lexis/Westlaw legal research products, etc.)

  • Expert knowledge of Document Management System, and Customer Relationship Management systems

  • Mastery of adult learning styles

  • Advanced knowledge of wireless networking

  • Ability to work independently and cooperatively as a member of a team

  • Function effectively and maintain a customer service orientation under the pressure of changing priorities and deadlines

  • Ability to organize and appropriately prioritize tasks

  • Use active listening skills and be able to give clearly stated instructions

PHYSICAL AND MENTAL CAPABILITIES

  • The ability to stand or sit for extended periods of time daily

  • Ability to lift up to 25 pounds

  • Must be able to operate firm computer equipment and a touch tone telephone

  • Must be able to meet deadlines set by management

EDUCATION AND EXPERIENCE

  • An Associate’s degree or related equivalent combination of education and work experience is required

  • MCESDT or demonstrated, equivalent experience

  • MOS certifications or ability to complete certifications within 90 days of hire

  • One or more years of experience training required

  • Two or more years in a technical support role, preferably in a law firm

About Stoel Rives LLP: Stoel Rives is a leading U.S. corporate and litigation law firm. One of the largest national firms focused on energy, natural resources, environmental and climate change, Stoel Rives also serves the agribusiness, food and beverage, health care, life sciences and technology industries. With more than 350 attorneys operating out of 10 offices in seven states and the District of Columbia, Stoel Rives is a leader in regulatory and compliance matters, business, labor and employment law, intellectual property, land use, real estate development and construction law. For more information, follow us @stoelrives or visit www.stoel.com.

EEO

Job Title: Technical Support Training Specialist (1116PDX)

Job Type: Full-Time

Location: Portland, OR