Shire Jobs

Technical Support Specialist (Anchorage, Seattle, Palo Alto, or Costa Mesa) (#3900)

We are seeking aTechnicalSupportSpecialistin our Anchorage, Seattle, Palo Alto, or Costa Mesa locations. As an initial point of contact for our business professionals and attorneys, you will provide technical support related to computer software, desktop operating systems, and hardware and related peripherals. Are you a good communicator with strong customer service skills? Do you love solving problems and working with people? If you're passionate about providing excellent technical support in a dynamic, professional environment, then we would appreciate hearing from you.

There will be an initial training period in which this position will work 8:15am-5:00pm Monday through Friday. After the initial training period is complete, this position will be primarily remote and may be requested to work in the office occasionally. The regular work hours will be as follows:

• Tuesday through Friday 12:00pm-8:30pm CT

• Saturday 3:30pm-12:00am CT

  In this role, you will:

• Provide firmwide technical support from central Technical Support Center (TSC) via phone instruction, email, and desk side assistance as necessary.

• Escalate more complex problems to team members, understand escalation rules, procedures, and staffing for support incidents.

• Log all support incidents and customer requests in the Technical Support Center (TSC) tracking system on a timely basis , and use the system to track all unresolved issues.

• Follow up on all open issues to ensure final resolution.

• Work with team and manager to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improve training and user communications, and otherwise reduce the volume and difficulty of support incidents.

• Assist in implementing software and hardware projects, pilot tests, and rollouts.

• Maintain department standards for attendance, coverage, customer service, and volume and effectiveness of problem resolution.

• May be requested to perform other duties not listed above.

  What we’re looking for:

• High School diploma or G.E.D. equivalent.

• At least two years of experience supporting Windows 10, and the Microsoft Office 2016 Suite, including Word, Excel, and Outlook, among other standard business office software applications.

• Excellent customer service skills.

• Capable and professional in all written and oral communications.

• Ability to tackle and solve problems, learn on the fly, manage tasks, and balance priorities.

• Ability to work in a high stress environment.

• Ability to build effective relationships with team members at all levels in an organization.

• Willing to work nights, weekends, and travel, if necessary.

  Preferred:

• Associate’s degree or technical degree.

• At least two years of experience in a law firm or other professional service organization.

• Experience with support of standard applications used in the practice of law, such as NetDocuments (document management system), Elite, SaaS environments, and UKG.

  About Dorsey:

  Dorsey & Whitney is an AmLaw 100 international law firm with more than 575 lawyers in 21 offices throughout the United States, Canada, Europe and Asia. We are a premier legal counselor to companies worldwide in a wide range of industries, including banking & financial institutions; development & infrastructure; energy & natural resources; food, beverage & agribusiness; healthcare & life sciences; and technology.

  Dorsey offers opportunities for advancement within a collaborative and dynamic environment, with competitive pay and excellent benefits. Our benefits are available to business professionals working 17+ hours/week along with their dependents, including spouses and domestic partners regardless of gender. Dorsey’s benefit package includes: comprehensive medical insurance with coverage for infertility, gender-affirming care, behavioral health, and access to virtual providers; dental insurance; vision insurance; 401(k) retirement savings plan with Firm contribution; basic and optional life insurance; short and long-term disability; paid time off; up to 8 weeks of paid parental leave with up to an additional 6-8 weeks of paid short-term disability for business professionals who give birth; paid holidays; paid volunteer day; discretionary bonuses (if bonus eligible); adoption assistance; healthcare, dependent care, and transportation pre-tax reimbursement accounts; back-up child and elder care program; education and college advising program; virtual tutoring; wellbeing programs and activities; mass transit program (certain offices); travel assistance program; 24/7 employee assistance program with access to five confidential visits with a licensed counselor at no cost. (Some benefits are subject to eligibility criteria.)

  Dorsey values the strength that comes from a diverse and inclusive workplace. It contributes to the success of our people and our clients and enriches our experience. We believe that everyone should feel at home and part of our community. We encourage individuals with diverse backgrounds and experiences to apply.

  One of our greatest strengths is a friendly, cooperative culture that values and appreciates each individual. Dorsey has received external recognition for our welcoming workplace, including:

  • Mansfield Certification Plus (Diversity Lab)

  • Best Law Firms for Women (National Association of Female Executives and Flex-Time Lawyers)

  • 100% rating on the Corporate Equality Index (Human Rights Campaign)

  • Gold Standard Certification (Women in Law Empowerment Forum)

  • Top 100 Adoption-Friendly Workplace (Dave Thomas Foundation for Adoption)

  Reasonable Accommodations:

  Dorsey is committed to providing disability and religious-based reasonable accommodations, as well as menopause, pregnancy or lactation-related reasonable accommodations. If you require a reasonable accommodation during the application and hiring process, or if you have questions about a workplace reasonable accommodation, please contact us at 612-492-5178.

  How to Apply:

  Dorsey & Whitney LLP accepts online applications. Please go to the “Careers” section of the Dorsey website at www.dorsey.com/staffjobs and complete Dorsey’s online application form. We are unable to accept application materials by mail or email.

  Dorsey & Whitney LLP is an EEO/AAP/Disabled Vets Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, ancestry, sex, national origin, sexual orientation, gender identity, affectional preference, disability, age, marital status, familial status, status with regard to public assistance, military or veteran status, or any other legally-protected status.

  Dorsey & Whitney LLP participates in E-Verify (https://www.dorsey.com//media/files/careers/everify-participation-poster-december-2020.pdf) .

  The pay range for this position in California and Seattle only is $29.00 to $35.00 per hour.

  The pay range for this position in Colorado only is $26.88 to $32.86 per hour.

  This range represents Dorsey’s good faith estimate of likely compensation at the time of posting. Actual pay will be dependent upon a number of factors, including the candidate’s experience, qualifications, skills and location and may fall outside of the range indicated.

  Applications will be accepted through January 3, 2025.

  Please note that Dorsey is not currently accepting search firm submissions in connection with this opening.

  #LI-TC1

  Office Location:

Anchorage, AK

Seattle, WA

Costa Mesa, CA

Palo Alto, CA