Stoel Rives LLP has an immediate opening for a Technical Support Specialist in our Boise office.

The primary role of the Technical Support Specialist is to provide professional, reliable, and responsive information, training, troubleshooting, and other support related to the setup and use of the firm’s information technology. Technical Support Specialists are experts on all the core applications and hardware in use at the firm. This position responds to escalated technical support incidents and requests for technology setups via email, telephone, and in-person during core business hours and after-hours when necessary. This position also requires excellent communication skills and the ability to convey information and provide technical support and training both in-person and remotely.

Technical Support Specialists also deploy and track end-user hardware inventory and participate in the successful completion of all IT projects.

JOB FUNCTIONS AND RESPONSIBILITIES

• Respond and provide timely resolution to requests for technology setups and escalated incidents, in accordance with published service level agreements
• Appropriately escalate requests and incidents to other resources (IT or otherwise) as necessary
• Effectively communicate resolution of incidents to end users, and ensure needs are met
• Record and track support incident details, communication, and resolutions
• Provide training and how-to information on the use of the firm’s technology whenever necessary
• Author and edit knowledgebase articles to support the exchange of IT knowledge at the firm
• Keep all loaner hardware in working order and maintain the inventory and checkout status
• Troubleshoot software and hardware issues, research and implement immediate solutions, and provide input on permanent solutions
• Setup and support of conference room audio/video technology (includes audio, video, and web conferencing technologies)
• Track and record the movement of end-user hardware inventory
• Provide after-hours, emergency support when necessary
• Other duties and responsibilities as assigned

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent oral/written communication and interpersonal skills to effectively communicate with end users at all levels within the firm
• Expert diagnostic and troubleshooting skills
• Expert knowledge of Windows OS, Microsoft Office Suite, iOS and Android and remote connectivity technologies from Windows OS and Apple OS devices
• Advanced working knowledge of legal specific software (e.g. iManage, InterAction, Lexis/Westlaw legal research products, etc.)
• Advanced knowledge of wireless networking
• Ability to work independently and cooperatively as a member of a team
• Function effectively and maintain a customer service orientation under the pressure of changing priorities and deadlines
• Ability to organize and appropriately prioritize tasks
• Use active listening skills and be able to give clearly stated instructions

PHYSICAL AND MENTAL CAPABILITIES

• The ability to stand or sit for extended periods of time daily
• Ability to lift 25 pounds
• Must be able to operate firm computer equipment and a touch tone telephone

EDUCATION AND EXPERIENCE

• An Associate degree or related equivalent combination of education and work experience is required
• MCDST and MOS certification or demonstrated, equivalent experience
• Two or more years in a technical support role, preferably in a law firm

How You Will Live Life Well at Stoel Rives: Compensation, Benefits, and More!

The pay range for this position is $53,000 - $89,000; however, the base compensation presented to a candidate may vary based on skills and overall experience. This salary range is based on market location.

In addition to base compensation, Stoel Rives has a total rewards program that includes an annual discretionary bonus and rich benefits offerings. For example, our benefits offerings include paid family & medical leave, competitive PTO, and remote work options. We offer competitive and robust medical, dental, vision, life long-term disability, AD&D, EAP, FSA and Voluntary Life, ADD, and LTC options. We also provide a generous firm-contributed health savings account, a pre-tax transportation/parking plan including an employer monthly subsidy of $100 for individuals who work 3+ days/week in the office, and an annual contribution into the employee’s retirement plan.