OVERVIEW: Duane Morris LLP, a global law firm with 900 + attorneys in offices across the U.S. and around the world, offers innovative solutions to the legal and business challenges presented by today’s evolving global markets. 

SUMMARY:  Resolves computer related issues and troubleshooting software, hardware and connectivity problems. The hours for this position are 10:00 am – 6:00 pm

ESSENTIAL FUNCTIONS:

• Receives and responds to Help Desk inquiries via phone and e-mail. Answers/resolves questions/problems or refers users to the correct staff member for resolution. Returns all Help Desk inquiries in a timely manner.
• Answers, evaluates, and prioritizes service requests received via telephone, voicemail, e-mail, and in person for users’ computer performance.
• Performs diagnostics with user to collect information about problems to determine source of error. Isolates performance issues to determine cause of hardware malfunctions, such as hard drive, modem, printer, cables, or telephone. Troubleshoots PC software problems and identifies, categorizes, and resolves application problems.
• Logs all work orders/tickets into the database. Tracks inquiries using problem management database, and maintains histories/records and related problem documentation. Closes all tickets when issue/problem is resolved. Records resolution information in Help Desk knowledge management database. Maintains accuracy of Help Desk database.
• Contacts software and hardware related staff to research problems and determines recommended solutions.
• Evaluates software and hardware to determine whether product will be an effective tool for employees, and writes software and hardware evaluations and recommendations for management review.
• Brainstorms with team members to resolve more complex problems and escalates difficult issues to management for more technical assistance.
• Performs initial program load and user-specific setup for standard desktop applications.
• Assists with performing daily checks to verify system availability.
• Participates in creation and maintenance of IT standards and procedures.
• Analyzes and corrects problems using documented procedures, available tools, knowledge and skills.
• Assists with server management by responding to server issues that may require application or database shutdown/startup, server reboot, or restarting of server services.
• Provides password administration for server domains for users.
• Assists with resolving remote access issues, printing issues, and network connectivity issues.
• Analyzes and evaluates ticket/incident reports and makes recommendations to reduce incident rate.

ADDITIONAL FUNCTIONS:

• May assist with preliminary network problem analyses and testing of new applications or new versions of applications.
• Performs other related duties as requested.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

• Minimum two years of in-depth related computer experience required. Bachelors’ degree in computer science or an equivalent number of years’ experience/education preferred.
• High level of proficiency with Windows, current MS Office applications, legal industry specific software and technical writing. In-depth knowledge of current MS Office applications required. Related hardware computer knowledge required and familiarity with LAN/computer networks.
• Excellent instructional, interpersonal, oral and written communication skills. Team orientation required; ability to work effectively with related staff members.
• Excellent analytical skills; ability to work effectively and in a timely manner.
• Must have a strong sense of responsibility and cooperative attitude. Ability to handle confidential information in a professional manner.
• Ability to rapidly analyze issues, establish priorities, anticipate consequences make decisions and initiate action.
• Interpersonal skills necessary in order to maintain effective relationships with partners, other attorneys and staff in person, by e-mail and telephone to provide information with ordinary courtesy and tact.
• Ability to demonstrate extensive knowledge of information processing with diverse, changing applications.
• Work occasionally requires more than 35 to 40 hours per week to perform the essential duties of the position; may require irregular hours.

BENEFITS:

• Comprehensive healthcare, dental, vision, and prescription plans.
• Commuter, HSA and FSA spending accounts
• Short-term and long-term disability and life insurance coverage
• 401k and Pension Plan
• 22 PTO
• 11 paid holidays
• Employee Referral Bonus ($3,000.00)

EEO STATEMENT:  Duane Morris is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please contact us at 215-979-1000

DATA PRIVACY STATEMENT:  Duane Morris LLP is a limited liability partnership organized under the laws of Delaware. References in this privacy notice to “Duane Morris”, “we” or “us” are references to Duane Morris LLP and our affiliated entities. This privacy notice together with our Website Disclaimer and (if applicable) our relevant terms of business or other contract between us (if applicable) set out the basis on which Duane Morris processes your personal data (and any mandated controller/processor information). Reference in this privacy notice to “personal data” means any information that identifies, or could reasonably be used to identify, a living individual, either on its own or together with other information. Our “Website” means this website and any other websites of Duane Morris. Duane Morris is committed to protecting personal data and respecting your privacy. Please read this notice carefully to understand our practices with respect to personal data and how we treat it and how you can exercise your rights in connection with it. You should also read any other privacy notices that we give to you, that might apply to our use of your personal data in specific circumstances from time to time.

Data Privacy Statement

Disclaimer: The above is intended to describe the general content of and requirements for the performance of this job.  It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities or requirements.  In addition, Duane Morris reserves the right to amend, suspend or terminate any benefit plan, in whole or in part, at any time. The authority to make such changes rests with the Plan Administrator.