SUMMARY/OBJECTIVE:

Under the direction of the Technical Support Manager, the IT Support Technician provides first-level technical support assistance to the firm’s attorneys and staff. The IT Support Technician possesses an understanding of the firm’s core applications and systems and uses the firm’s ticketing system to log technical support requests, maintain records, perform research, and document resolutions.

This position is eligible to participate in the firm's flexible work program.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

- Provide first-level technical support and assistance to the firm’s attorneys and staff, both remotely and on-site, and respond to requests received via phone, e-mail and/or in-person
- Diagnose technical issues through discussion with the user and take appropriate steps to research, troubleshoot, and resolve the issue
- Document and follow appropriate escalation procedures for support tickets that cannot be resolved in a timely manner
- Document all user support requests and tickets, maintain records of tasks, and capture final solutions in the on-line help desk system, ServiceNow
- Provide regular status reports and updates to the user throughout the life of an issue or request
- Assist with processing shipments of assigned and returned equipment
- Assist with provisioning and configuring end-user hardware, software, and peripherals as requested
- Track asset information associated with the distribution of laptops, desktops, monitors, printers, and mobile devices from the firm’s equipment inventory
- Provide floor support to members of the firm as needed
WORK ENVIRONMENT:

An on-site presence is an essential function of this position. Remote work may be permitted in accordance with the firm’s flexible work policy and based on business needs
Position operates in a professional office environment which is usually quiet to moderate
Position routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
Position requires that the employee be able to multi-task in a fast-paced work environment

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations and the ability to stand, walk, stoop, kneel, and crouch; requires good hand-eye coordination, arm, hand, and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read information; frequently required to sit, reach with hands and arms, talk, and hear
Ability to carry or lift items weighing up to 50 pounds

KNOWLEDGE, SKILLS, AND ABILITIES:

The ability to communicate professionally and effectively, both in oral and written form
The ability to multi-task, prioritize/coordinate deadlines, and track progress of tasks
Ability to organize workflow and use time efficiently
Strong customer service orientation
Ability to demonstrate attention to detail and accuracy
Must maintain confidentiality of work-related information and materials
Must establish and maintain effective working relationships in or out of a team environment
Ability to adhere to firm security policies and ISO compliance controls
Ability to work in a fast-paced environment and adapt to changing deadlines and priorities
Understands and adopts the organizational structure
Possesses the attitude of collaboration and sharing
Willingness to learn and adopt new methodologies
Ability to participate in on-call rotation and flexibility to work overtime on an as-needed basis

EDUCATION AND EXPERIENCE:

High school diploma required; bachelor’s degree preferred; technical certifications a plus
One (1) year of relevant experience working in a help desk or technical support environment
Strong understanding of installation, configuration, and troubleshooting processes for software, hardware, networking, and accessory equipment
Experience with Windows operating systems, document management systems, Adobe Suite, and a general understanding of local/wide area networking
Support experience with PC and laptop hardware
Experience with mobile device troubleshooting and mail configuration

OTHER DUTIES:

Meets the department’s expectations to retrieve, read and/or respond to firm and client-related e-mail messages during and outside of core business and scheduled work hours by connecting a personal mobile device (smartphone or tablet with a data plan) to the firm’s network
This description outlines the basic requirements of this position; it is not intended to be a complete description as other duties may be assigned

The base salary for this position is expected to be between $62,000 to $68,000 annually. Actual salary will be determined based on skills, experience (to the extent relevant) and other job-related factors, consistent with applicable law.

Wiley’s comprehensive benefits package includes medical and prescription drug plan coverage, dental, vision, flexible spending and health savings accounts, life insurance, 401(k) retirement plan with firm discretionary contribution, generous paid time off (PTO) package plus ten firm paid holidays, access to state of the art on-site fitness facilities and locker rooms and wellness programming, paid parental leave and subsidized backup child/elder care, and more.

Wiley is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military and veteran status, personal appearance, family responsibilities, political affiliation, matriculation status, credit information, status as a victim or family member of a victim of domestic violence, a sexual offense or stalking, homeless status, or any other characteristic protected by applicable law.

**This Organization Participates in E-Verify. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Employers may not use E-Verify to pre-screen job applicants and may not limit or influence the choice of documents you present for use on the Form I-9.

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IT Support Technician

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