Ropes & Gray User Support Specialist Work At Home Job

April 6, 2010

Work At Home Jobs

Ropes & Gray, a leading national, and increasingly international, law firm, is looking for two highly qualified and motivated User Support Specialists to provide first tier phone support for the efficient resolution of technology problems and requests. One position has an assigned shift from 2-10pm EST, Monday through Friday and requires on-call weekend support on a rotated basis. The second position is a Senior level IT Specialist position with a shift of Monday-Thursday and Saturdays from 9-5pm EST each day.

These roles are responsible for providing in-depth technical support and leading the problem-solving/troubleshooting efforts for internal customers in all domestic and international offices. The IT Specialist receives, prioritizes, documents, and actively resolves end user technical requests via the phone using diagnostic skills, knowledge management and help request tracking tools.

These are work from home positions and requires proven ability to work independently with limited direct supervision. Occasional travel to a Ropes & Gray office for training or other business needs. An ideal candidate has experience providing support in a legal environment where there is high volume. The IT Specialist, Phone Support position is assigned to the User Support & IT Training Team and reports to the Manager of User Support.

*Excellent listening, questioning and analytical skills
*Ability to remain calm under pressure & work in a concise, clear & focused manner
* Ability to understand and assimilate to the organization’s culture, philosophy and values
* Ability to demonstrate analytical problem solving skills by balancing the use of trouble shooting tools with a practical application of experience and creativity in minimal time
* Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations
* Ability to relate to non-technical users in user-friendly language
* Ability to gauge one’s strengths and limitations, escalating problems when needed, in effort to move self and others forward positively
* Ability to manage multiple and sometimes competing priorities

* Provide exceptional customer service while responding to telephone calls, e-mail and personnel requests for technical support. Track & monitor the problem to insure a timely resolution and follow-up
* Works with callers and other help desk specialists to resolve simple to complex information system problems
* Perform day-to-day activities within established service levels & metrics
* Create balanced & comprehensive strategies to achieve goals through careful preparation & organization
* Provide expert level document formatting skills in Word in support of heavy document production environment (Styles, Outlines, Numbering, Table of Contents, etc)
* Apply functional knowledge and troubleshooting skills to resolve issues related to problems with Blackberry devices, Remote Access capabilities (VPN, Citrix, RSA tokens ,etc), Document Management system (preferably FileSite), MS Outlook (delegates, rules, etc), Hardware, Printers & other network devices (Issues are not limited to these areas)
* Develops a knowledge of Firm’s total computing environment & the quality management processes and practices

* Minimum of 2 years of experience with Help Desk work in a law firm or relative experience.
* Associate’s Degree in Computer Science or completion of a program at a recognized technical institute required
* Prior experience and proven success in a work from home capacity
* Microsoft Certified Applications Specialist Certification within 12 months of hire
* Prior experience with troubleshooting enterprise and desktop applications
* Experience working with a trouble ticketing system and an environment where calls are distributed via a call routing system
*Strong written & oral communication skills
* Self starter who is a curious learner, independently motivated, professional, responsible and reliable

Additional Information:
* Capable of translating knowledge of approaches, tools & techniques into resolving technical (hardware, software, application) problems
* Ability to work independently with minimal supervision in an organized, disciplined and consistent manner
* Willingness to receive constructive criticism or feedback on job performance and adjust work habits
* Ability to quickly process information with high levels of accuracy
* Ability to deal with changes and adapt to a changing environment
* Ability to maintain strict confidentiality of the firm’s internal and personnel affairs
* Ability to work well with others, harness different skills and experience, and build a strong sense of team spirit
* Willingness to expand IT diagnostics of issues to incorporate new problem solutions
* Proactively seeks out and attends training
* Ability to work in a multi-office environment
* Ability to work effectively in a culturally diverse environment

Please apply directly online at

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