Friday, October 4, 2013

Helpdesk Support Specialist -- Law Firm

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Williams Lea is a hotspot for new opportunities. We are a rapidly growing global leader in the provision of outsourced corporate information solutions. We are excited to be expanding our talented team and are looking for eager, devoted individuals for a variety of permanent positions.

Each day we transform the way organizations create, communicate and exchange their printed and electronic information. Our clients include top ten U.S. investment banks and many of the country's foremost law firms. We also work in partnership with some of the world's leading organizations in telecommunications, pharmaceuticals, energy, automotive, publishing, retail, and financial and professional services.

Our employees enjoy excellent benefits, competitive pay, training, recognition, career advancement, and the chance to work on-site with some of the most dynamic companies in the world. Please read more about this unique opportunity below.

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The Systems Support Specialist is a member of the on-site Williams Lea team delivering exceptional customer service at our client locations. Responsibilities include providing a combination software and systems support, basic troubleshooting, and incident management documentation.

Job Responsibilities :

  • Provide support to end-users for common office software applications.

  • Software applications supported include: MS Word, MS Excel, MS Outlook, CheckSite, Best Authority, Time Trax, LegalKEY, Windows OS, Interwoven, Desksite, Mailsite, Deltaview.

  • 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.

  • At times, Systems Support Specialists will assist with Level 1 calls if needed.

  • Handle sensitive and/or confidential documents and information.

  • Communicate with manager and client on job or deadline issues.


  • Bachelors degree or equivalent work experience.

  • Minimum two years experience in a corporate IT support environment.

  • 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.

  • Exceptional customer service skills.

Williams Lea offers an exciting and supportive business environment. We develop our people and reward their contribution. We work with openness and integrity. We are an equal opportunity employer. We maintain a drug-free workplace and perform preemployment substance abuse testing.

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Williams Lea is an Equal Opportunity Employer.


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