Job description
Williams & Connolly LLP is seeking an outgoing, service-oriented User Support Representative to provide technical support to the firm's end users on a variety of issues. The shift for this position is Monday - Friday, with additional support after-hours as needed. This position reports to the IT Support Operations Manager. The User Support Representative (Help Desk) will respond to incoming telephone calls, e-mails and in-person requests. They will be expected to provide exceptional customer service, support and training to all end users, to create tracking tickets in the Help Desk ticketing system and monitor and follow through on all open issues until resolved.Qualified applicants should have strong knowledge of Microsoft Windows operating systems and the Office suite. Experience with common litigation support applications, document management systems, networking basics and remote access applications is strongly desired. Candidates must possess patience, exceptional verbal and written communication skills, exceptional customer service skills, strong diagnostic ability, superior troubleshooting skills and flexible approach to teamwork.
After successfully completing the introductory period, the candidate will be eligible to work the department's approved hybrid schedule. The ability to lift and carry up to 25lbs. is required.
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