Technical Support Specialist

Job Description

At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.

We are seeking a Technical Support Specialist to join the Pittsburgh office. As a member of the Global Service Desk, the Technical Support Specialist is responsible for delivering first-line technical support to all internal clients. This department must deliver exceptional customer service support to all firm locations.

A qualified candidate will possess the problem-solving and technical skills necessary to respond to clients’ issues and inquiries using a variety of diagnostic tools and fundamental knowledge of systems and applications. Strong interpersonal skills are required to guide clients through varied situations, maintain composure in stressful circumstances, and resolve issues in a timely and professional manner.

Shift: This is an overnight shift, approximately 11pm - 9am, 4 days/week with rotating weekends and days off.

ESSENTIAL DUTIES
• Act as initial point of contact on any correspondence from internal clients regarding any application, hardware-related inquiry, or issues relating to Microsoft Office, Windows OS, Citrix-based solutions, and smart devices
• Deliver consistent responses to clients following established service level agreements
• Manage ticketing system, providing detailed identification of root cause, troubleshooting steps performed, and resolution of the issue
• Document and update knowledge base articles and internal procedure workflow
• Perform entry level system administration
• Work independently to monitor and complete tasks in the queue
• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues
• Application testing prior to rollouts
• Internal projects as assigned

EXPERIENCE & SKILLS REQUIRED
• Associate’s Degree or technical school certificate
• Ability to multi-task, work under pressure, and handle interruptions while maintaining flexibility in work assignments
• Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude
• Ability to thrive in a fast-paced environment with a high degree of resiliency
• Prior experience working for a professional services organization desirable
• Previous experience using Service Management tools desirable
• Help Desk Institute certifications [Customer Service Representative (CSR), Support Center Analyst (SCA),and Knowledge Center Support (KCS)] desirable
• ITIL v3 Foundations or Microsoft certifications desirable

ADDITIONAL ABILITIES REQUIRED
• Occasional overtime required
• Ability to work occasional holiday and/or weekend shifts in order to support the business on a 24/7 basis
• Flexibility to change shifts in order to meet business needs
• This job operates in an office setting and is largely sedentary, requiring the routine use of a computer and other standard office equipment. The ability to open file cabinets, lift files, bend, and stand on a stool may also be required.

Compensation Salary $56,000 - $97,000

The compensation salary for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors.

ABOUT THE FIRM

K&L Gates is a fully integrated global law firm with lawyers located across five continents in more than 40 offices. We have experienced dramatic growth in the past decade and now rank among the largest U.S. based law firms in the world. We take pride in constantly striving for innovation, imagination and an entrepreneurial spirit. We come up with big ideas and then roll up our sleeves to get the job done, guiding our clients through their most complex issues in a variety of industry sectors and across multiple regions of the world.

The industry recognition the firm has garnered emanates from the foundation of a global community aligned on behalf of our clients. The people at K&L Gates are committed to working together to create a legacy for each other, the firm, our clients, and the communities in which we serve. We thrive in an inclusive and socially conscious environment that embraces diversity and takes a holistic approach to the career evolution of all our professionals.