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Tech Support Associate - Mon - Fri 8am-5pm

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Williams Lea

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • San Francisco

AI generated summary

  • You need a Bachelor's degree or equivalent, 5+ years in corporate IT support (legal preferred), certifications in Microsoft software, strong communication skills, attention to detail, and prioritization skills.
  • You will provide technical support for software and hardware, troubleshoot issues, document solutions, handle escalated problems, and communicate effectively with users and management.

Requirements

  • Bachelor's degree or equivalent work experience.
  • Minimum 5 years of experience in a corporate IT support environment preferably legal.
  • Word, Excel, PowerPoint, and/or Outlook certifications desired.
  • Microsoft systems or desktop certification desired.
  • Ability to work in a fast-paced team environment.
  • Attention to detail with emphasis on accuracy and quality.
  • Ability to prioritize work to balance multiple projects and deadlines.
  • Excellent verbal and written communication skills.

Responsibilities

  • Provide phone and hardware support to end-users for common office software applications.
  • Software applications supported include MS Word, MS Excel, MS Outlook, Best Authority, LegalKEY, Windows OS, NetDocuments, Workshare Compare.
  • Thoroughly research technical issues and document solutions for user problems in a timely manner.
  • Recommend or perform actions to correct software or system problems.
  • Handle items which were not resolved by the Level 1 team.
  • Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation.
  • Maintain a highly competent knowledge of relevant products, current support policies, and methods of support delivery.
  • Support remote access applications.
  • Troubleshoot operating system and hardware issues.
  • Communicate effectively with both unskilled and skilled PC users.
  • Handle sensitive and/or confidential documents and information.
  • Communicate with manager and client on job or deadline issues.

FAQs

What are the working hours for the Technical Support Associate position?

The working hours for this position are Monday to Friday from 8:00 am to 5:00 pm Pacific Time.

What is the pay range for this role?

The pay range for the Technical Support Associate position is $32.30 to $34.00 per hour.

What benefits does Williams Lea offer to its employees?

Williams Lea offers various health insurance options, 401k retirement savings plan including employer match, paid time off (PTO), life insurance, paid parental leave, short-term & long-term disability, flexible spending accounts, domestic partner coverage, commuter benefits, legal assistance, employee assistance program (EAP), and additional employee perks and discounts.

Is travel required for this position?

Yes, this position may require up to 10% travel.

What type of experience is required for this position?

A minimum of 5 years of experience in a corporate IT support environment, preferably in a legal setting, is required.

Are there any specific certifications desired for this role?

Yes, Word, Excel, PowerPoint, and/or Outlook certifications are desired, as well as Microsoft systems or desktop certification.

What responsibilities will a Technical Support Associate have?

Responsibilities include providing software and systems support, basic troubleshooting, incident management documentation, and handling unresolved issues from the Level 1 team.

What software applications will I be supporting?

You will be supporting common office software applications such as MS Word, MS Excel, MS Outlook, Best Authority, LegalKEY, Windows OS, NetDocuments, and Workshare Compare.

Is there a specific educational requirement for this position?

Yes, a Bachelor's degree or equivalent work experience is required for this position.

What kind of work environment can I expect?

The work environment is fast-paced and team-oriented, requiring the ability to prioritize work and balance multiple projects and deadlines.

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Williams Lea

The leading global provider of business-critical support services to financial, legal & professional services firms.

Consulting
Industry
5001-10,000
Employees
1820
Founded Year

Mission & Purpose

Williams Lea is a global provider of business-critical support services, specialising in document management, digital transformation, and business process outsourcing. Their ultimate mission is to help organisations enhance efficiency and improve performance by delivering innovative solutions and operational excellence. The purpose of Williams Lea is to enable clients to focus on their core business activities while they manage the essential support functions, thereby driving productivity and creating value for their clients.