Senior Desktop Support Specialist We are seeking a Senior Desktop Support Specialist to join the Washington, D.C. office. As a member of the K&L Gates Information Technology Department, the Senior Desktop Support Analyst provides support for a group of offices per the assigned region. Ownership of problems from beginning to end by using elevated accounts and advanced analysis to troubleshoot problems through interaction with the end users, to restore service and/or identify and correct issues. Daily operational requirements include excellent communications and customer service skills. Position requires individuals be able to effectively communicate to end users and fellow Desktop Support staff. Candidates must be self-starters who possess the ability to work independently and as part of a team. Excellent communication skills and a commitment to providing the highest quality client service are strongly preferred. KEY RELATIONSHIPS Daily interaction with timekeepers and staff. Responsible for developing working relationships with fellow IT staff ESSENTIAL DUTIES • Assume ownership of escalated tickets involving more complex issues from other IT groups; manage vendor relationships on cloud-based applications • Responsible for requests assigned to regional office queue in ITSM software for tickets; engages customers locally and remotely to resolve issues in a timely manner • Own issues through resolution; including research, install, and troubleshoot software as necessary to meet needs of firm practice groups or individuals • Actively listening to, and understanding customer requests and inquiries; and building rapport with each customer in order to provide exceptional service • Effectively communicate with end users and interact with all IT personnel to resolve problems in a quick, timely manner • Manage and utilize time effectively to meet required service levels for improved customer satisfaction and prompt incident resolution • Report daily reoccurring issues and status project tasks to the Team Lead and Desktop Support Manager • Develop and deliver new hire orientation both locally and remote • Provide support to all offices which includes travel to as required ADDITIONAL DUTIES • Assist Engineering groups on a case by case basis with computer closets, server rooms and data centers • Local and remote office inventory tracking EXPERIENCE SKILLS REQUIRED • Bachelor's degree or equivalent experience with 3+ years of related Information Technology work experience • Good verbal and written communication skills with the ability to work with operation and business areas of the firm • Familiarity with software applications used in the legal industry (i.e. document management, docketing, legal records, library management, or electronic discovery) • Previous experience in a technical support role, preferably supporting a national or international client base • Solid analytical and problem solving skills to understand and address customer issues promptly • Ability to exercise judgment in prioritizing work, responding to customer needs, and in determining when an inquiry requires higher-level involvement • Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude • Ability to multi-task, work under pressure, handle interruptions while maintaining flexibility in work assignments • Ability to maintain professional communication skills by phone, email, and in person with timekeepers and staff • Maintains awareness of new and emerging technologies and products provided by IT • Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as organizational structure ADDITIONAL ABILITIES REQUIRED • Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as organizational structure • Occasional remote access work after hours to provide business continuity • This job operates in an office setting and is largely sedentary, requiring the routine use of a computer and other standard office equipment. The ability to open file cabinets, lift files, bend, and stand on a stool may also be required. Compensation Salary $80,000- $120,000 / year The compensation salary for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors. BENEFITS K&L Gates offers our personnel a comprehensive suite of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time personnel include: • Medical/Prescription Drug Coverage (including a Health Savings Account feature) • Back-up Child/Elder Care and access to a caregiving concierge • Dental Insurance • Wellness Program • Vision Insurance • Pre-tax Commuting Benefits • 401(k) Retirement Plan and Profit Sharing • Business Travel Accident Insurance • Short- and Long-term Disability Protection • Pet Insurance • Life Insurance (including Basic, Supplemental, Spouse, Child, and Accidental Death and Dismemberment) • Health Advocacy Services • Paid Time Off (20 days/year through first 4 years of employment; 25 days/year after 5 years of employment) • Identity Protection/Restoration and Fraud Insurance • Parental Leave (18 weeks of which 6 are paid; short-term disability may provide additional paid time off) • Student loan refinancing options and access to a student loan concierge service • Paid Holidays (12) • Addiction Resources • Family Building Benefits • Breast Milk Delivery and Lactation Support Services • Flexible Spending Accounts • Employees also may be eligible to receive bonuses and certain expense reimbursements • Employee Assistance Program • Professional Development and CLE Credit Opportunities • 529 Deductions • Relocation • Accident Insurance • Employee Referral Program • Critical Illness Insurance • Hybrid/Remote Work Opportunities • Hospital Indemnity Insurance • Perks including: Technology, Entertainment, and Travel Discount Programs • Bereavement Leave • All other benefits (such as leaves of absence) required by law