Job Description

At K&L Gates, we are looking for smart, imaginative, and hard-working people with diverse backgrounds, experiences, and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place. We are seeking a Technical Support Specialist to join our offices in Austin, Charleston, Charlotte, Fort Worth, Harrisburg, Kansas City, Miami, Nashville, Pittsburgh, Portland, Raleigh, or RTP. As a member of the Global Service Desk, the Technical Support Specialist is responsible for delivering first-line technical support to all internal clients. This department must deliver exceptional customer service support to all firm locations. A qualified candidate will possess problem-solving and technical skills necessary to respond to clients’ issues and inquiries using diagnostic tools and fundamental knowledge of systems and applications. Strong interpersonal skills are required to guide clients through varied situations, maintain composure in stressful circumstances, and resolve issues promptly and professionally. Candidates must be self-starters capable of working independently and as part of a team. Excellent communication skills and a commitment to high-quality client service are strongly preferred. Key Relationships Work closely with all internal clients, leveraging the knowledge, resources, and support groups within the firm. Essential Duties Act as the initial point of contact for internal client inquiries regarding applications, hardware issues, or problems related to Microsoft Office, Windows OS, Citrix solutions, and smart devices. Provide consistent responses to clients following established service level agreements. Manage the ticketing system, documenting root causes, troubleshooting steps, and resolutions. Update knowledge base articles and internal procedures. Perform entry-level system administration tasks. Work independently to monitor and complete tasks in the queue. Continuously evaluate opportunities to improve efficiency and effectiveness in issue resolution. Additional Duties Application testing prior to rollouts. Participate in internal projects as assigned. Experience and Skills Required Associate’s Degree or technical school certificate. Ability to multi-task, work under pressure, and handle interruptions while remaining flexible. Effective communication skills and ability to interact with diverse personalities professionally. Resilience to thrive in a fast-paced environment. Experience working in a professional services organization is desirable. Help Desk Institute certifications (CSR, SCA, KCS) are desirable. Additional Abilities Required Occasional overtime and holiday/weekend shifts may be required. Flexibility to change shifts to meet business needs. This role is primarily sedentary, involving routine computer use and standard office activities, including opening files, lifting files, bending, and standing on a stool. Compensation: Salary ranges from $52,400 to $78,600 per year. The final salary will be determined during the interview process, based on experience, expertise, and market factors. About the Firm K&L Gates is a fully integrated global law firm with offices across five continents and more than 40 locations. We are committed to innovation, diversity, and a holistic approach to professional development. Our inclusive environment fosters a collaborative culture dedicated to creating a lasting legacy for our clients, communities, and professionals. #J-18808-Ljbffr K&L Gates

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