Technical Support Specialist

Technical Support Specialist

We are seeking a Technical Support Specialist to join our Information Services team. 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. The regular work hours for this position will be 8:15am to 5:00pm CT Monday through Friday. In this role, you will:

1. Provide firmwide technical support from central Technical Support Center (TSC) via phone instruction, email, remotely, and desk side assistance as necessary.
2. Act as initial point of contact for users with questions, requests, or troubleshooting problems relating to computer software, desktop operating systems, hardware and related peripherals.
3. Escalate more complex problems to senior level.
4. Understand escalation rules, procedures, and staffing for support incidents, and escalate accordingly.
5. Log all support incidents and customer requests into the Technical Support Center (TSC) tracking system on a timely basis and use the system to track all unclosed issues.
6. Follow up on all unclosed issues to ensure final resolution.
7. 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.
8. Assist in implementing software and hardware projects, pilot tests, and rollouts.
9. Maintain department standards for attendance, coverage, customer service, and volume and effectiveness of problem resolution.
10. May be requested to perform other duties not listed above.

About Dorsey: Dorsey & Whitney is a global law firm with over 650 lawyers across 22 offices in the United States, Canada, Europe and Asia. We provide strategic legal counsel to companies worldwide across a diverse range of industries. 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.) 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.

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. The pay range for this position in Minnesota and Denver only is $26.15 to $33.85 per hour. The pay range for this position in Illinois only is $28.96 to $37.47 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. Please note that Dorsey is not currently accepting search firm submissions in connection with this opening.