Information Technology Coach

This is an exciting opportunity to work for one of the top law firms in the U.S.! Davis Wright Tremaine LLP is looking for an Information Technology Coach to join our team in Washington D.C. This position will be on-site five days a week in our Washington D.C. office, and the hours will be 9:00 a.m. to 5:30 p.m. EST. The IT Technology Coach provides a superior level of expertise around a multitude of applications and technology in use throughout the firm. This position provides expert-level, white-glove technical support and instruction to firm lawyers and staff and prioritizes understanding their needs and workflows to enhance efficiency and client service. Expert technical and customer service skills are paramount. At Davis Wright Tremaine, you will find challenging assignments, opportunities for professional growth and community involvement, and a culture of inclusion. DWT fosters inclusiveness and authenticity. Regardless of position, everyone here has a voice and the support is unparalleled.
On a typical day you will: CORE RESPONSIBILITIES Provide personalized, white-glove support and coaching to lawyers and staff on firm applications, mobile devices, and Information Technology (IT) security best practicesBecome intimately familiar with business processes and firm applications to provide instruction, support, and advice to departments, practice groups and teams to improve efficiencyPartner with teammates and other coworkers to identify and resolve problems and make improvementsKeep professional skills current by taking relevant training and continuing education courses. Apply and share these skills back on the job to the betterment of the department and firmMaintain high quality standards within the team by supporting good practices and habits. Identify and encourage areas for growth and improvement within the teamAssess opportunities for application and process improvement and prepare documentation of rationale to share with team members, leadership, and other affected partiesBe committed to "seeing around the corner" and sharing these insights with the law and technology community. Identify and adopt technology solutions as they apply to legal practiceJOB DUTIES Manage and triage incoming Service Desk tickets. Provide regular written or verbal follow-ups with users, maintain clearly written and comprehensive ticket work notes, and resolve tickets in a timely mannerMaintain knowledge of hardware and software supported and how various departments, practice groups, and teams utilize them to support business processes Quickly provide Level II and Level III technical advice/support, installation/configuration, troubleshooting assistance, and problem resolution for PCs (both laptops and desktops), printers, applications, smartphones, mobile devices, telephones, remote access, and document transfers through all Service Desk support channelsDocument all support interactions and their resolutions in the incident tracking databaseManage multiple tasks from initiation to closure in an organized fashion. This includes the setting of expectations, communication of progress and issues, identification and escalation of risks, and prioritization of tasksProvide Service Desk call center backup for the Information Technology (IT) Support Analyst teamSeek opportunities to help attorneys and staff leverage our existing technologies within their workflow of delivering legal services to clients. Document the successes for the benefit of othersMaintain awareness and adherence of security measures, policies, methods, and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data. Promote a culture that promotes information security as an integral part of IT architecture and business processesAssist with determining and documenting the support impacts of new technology and planned software upgrades as requestedCoordinate timely repair of hardware with outside vendors, monitor inventory levels, verify bills/invoices, and generate and maintain hardware and software inventories for the officeProvide support for all audio/visual needs within the local office. Partner with Lead AV Specialist and colleagues in all offices to ensure meetings are setup on time and executed without issues. (Not applicable in Seattle.) Travel, provide after-hours support, and work non-business hours as necessaryAssist with other special projects, tasks, and/or support as assignedJoin us if you have:Expert understanding of desktop, laptop, mobile device, printer, various Windows OS, and Microsoft 365/Office Suite support and coachingSuperior troubleshooting, decision-making, follow-up, follow-through, and priority setting skills; demonstrated ability to practice good judgmentTenacious problem-solving skills with attention to detail and quality controlExceptional organizational, interpersonal, and customer service skills; ability to handle stressful situations in a calm, composed manner while maintaining focus on the objectives at handDemonstrated ability to quickly learn new technologies, to understand the value-added, and pass that knowledge on to othersExcellent communication skills, both verbal and written, with all levels of a professional services organization are required.  Must be able to communicate easily with stakeholders about their requirements, expectations, and risks within the context of a given effortExcellent interpersonal skills required. Must be a team player3+ years' experience in a law firm providing direct hardware and software support3+ years' experience providing knowledge transfer and technical training preferredA+ Certification preferredGED/High School Diploma required; Bachelor's degree preferredWho We AreDavis Wright Tremaine LLP is an AmLaw 100 law firm with 11 offices nationwide. We are relentlessly committed to client service and look for candidates who share that commitment. At DWT, client service means having empathy for each client's and each lawyer's work and personal pressures, business objectives, and legal needs; anticipating their needs; and having the capabilities and commitment to deliver what matters most to them.
What's in it For You?DWT offers competitive compensation in addition to ample benefits including but not limited to:
Choice of health and vision insurance plans2 paid volunteer days for qualifying community service workDental planFertility and adoption benefitPaid sabbatical after 13 years of serviceTuition reimbursementCommuter benefitsRetirement contribution This job description intends to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to include all duties and responsibilities.
District of Columbia The annualized salary range for this position in Washington D.C. is $86,000 to $97,000 ($44.10-$49.74 hourly). Actual pay will be adjusted based on experience and other job-related factors permitted by law. Full time employees may be eligible for a bonus, health insurance with an optional HSA, short term disability, long term disability, dental insurance, vision care, telemedicine and virtual short term solution based counseling services, life insurance, Healthcare and Dependent Care Flexible Spending Accounts, subsidized backup care and caregiving resources, 401(k), vacation, sick time, and an employee assistance program. Additional voluntary programs include: voluntary accident insurance, voluntary life, voluntary disability, voluntary long term care, and pet insurance. Commuter and Transit programs are also available. Diversity, equity, and inclusion are part of the fabric of Davis Wright Tremaine – central to who we are and what we do. Our vision is to foster a culture where all talented individuals – including those who are from traditionally underrepresented communities in the legal profession – can have, and can see, a path to success.  We embed DEI throughout our law firm with our four-pillar framework: Community, Growth, Education, and Engagement.  We invite you to learn more about our commitment to DEI at https://www.dwt.com/about/diversity-equity-and-inclusion. Davis Wright Tremaine provides reasonable accommodations for those who need them to complete the application or recruiting process and for employees who need reasonable accommodations to perform the essential functions of their positions due to a disability or for religious reasons. If you need to request accommodation during the application or recruiting process, please email ******** .   #LI-BR1