Legal IT Specialist II

JOB SUMMARY Kutak Rock is seeking a Legal IT Support Specialist I to join the firm’s national Information Technology Department. The Legal IT Support Specialist I will answer phone calls, emails, and work tickets as a help desk agent for customers. This individual will also update customers on status of problem resolutions for all tickets in their name and identify technology-based problems and their root causes. They will also take responsibility for timely resolution, troubleshooting, and repair using proven tools, resources, and a variety of processes. The Legal IT Support Specialist I will initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets. This is a full-time position that offers a hybrid work option in one of the following firm offices: Atlanta, GA; Denver, CO; Irvine, CA; Little Rock, AR; Los Angeles, CA; Kansas City, MO; Minneapolis, MN; Omaha, NE; Philadelphia, PA; Richmond, VA; Scottsdale, AZ; Spokane, WA; Springfield, MO; Tallahassee, FL; or Washington, DC. RESPONSIBILITIES - Serve as the first point of contact for customers seeking technical assistance over the phone, through email, or in-person - Respond to support requests and resolve them in a timely manner - Perform local and remote troubleshooting through diagnostic techniques and pertinent questions - Determine the best solution based on the issue and details provided by customers - Walk the customer through the problem-solving process - Provide accurate information on IT products or services - Record in detail events and problems and their resolution in a ticketing system - Follow-up and update customer status and information - Pass on any feedback or suggestions by customers to the appropriate internal team - Identify and suggest possible improvements on procedures - Refer to security technology procedures and educate users on the importance of safeguarding sensitive data and credentials - Ensure the utmost discretion regarding sensitive firm and attorney and staff data - Other IT duties as assigned QUALIFICATIONS: Skills & Abilities - Ability to understand and effectively use the technologies provided; use initiative to apply technologies to new contexts - Excellent time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service - Ability to communicate clearly and coherently, interpreting information and adapting communication to suit particular situations and audience needs - Ability to change directions quickly as workflow needs change, and to respond with flexibility to a changing work environment - Customer-oriented and patient QUALIFICATIONS: Education & Experience - Proven experience as an IT Support Specialist I or other customer support role - Tech savvy with a good knowledge of Microsoft Office and Windows - Associate or Bachelor-level degree in IT, Computer Science, or relevant field preferred - Understanding of computer security principles Position Information Salary Range: $50,000 to $68,000, commensurate with experience and location Position Status: Non-Exempt Workplace Type: Hybrid Benefits Medical, Dental, Vision, Life, Dependent Life, Disability, and Accidental Death & Dismemberment insurance. Flexible Spending Plan. Health Savings Account. Fertility coverage assistance. Profit-Sharing and 401(k) Retirement benefits. Discretionary bonuses. Nine Paid Holidays per calendar year. Nine hours of paid time off accrued each month. Bereavement, jury duty, military leave. Employee Assistance Program. Tuition Reimbursement. Employee referral program. Back-Up Care. Domestic Partner Benefits. Commuting Benefits. Some of the foregoing benefits include Employer/Employee cost sharing. Additional Information Any offer of employment is contingent upon the successful completion of a background check. Application Deadline: Open until filled Qualified applicants with criminal histories will be considered for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO). About the Firm Kutak Rock was formed in 1965 with a commitment to exceptional client service delivered with a collaborative, team-focused approach. Our founding charter commits the firm to “allow and encourage each individual within it to be a full person,” and we strive to offer an exceptional professional environment, intellectually challenging and engaging work in multiple disciplines, competitive compensation and benefits, opportunities for training and career development. We are a leading national law firm with locations in 19 cities united by our common commitment to our core values of client service; integrity and fairness; innovation; and inclusiveness and diversity. We are dedicated to the maintenance of a respectful, collegial, communicative, and equal opportunity workplace that encourages and rewards innovation and entrepreneurship. We measure our success not just on the basis of our revenues or our profits, but by the satisfaction we deliver for our clients and the health, engagement and loyalty of our people.

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