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 our San Francisco office.

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:

• Provide personalized, white-glove support and coaching to lawyers and staff on firm applications, mobile devices, and Information Technology (IT) security best practices
• Become intimately familiar with business processes and firm applications to provide instruction, support, and advice to departments, practice groups and teams to improve efficiency
• Partner with teammates and other coworkers to identify and resolve problems and make improvements
• Keep 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 firm
• Maintain high quality standards within the team by supporting good practices and habits. Identify and encourage areas for growth and improvement within the team
• Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members, leadership, and other affected parties
• Be 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 practice

JOB 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 manner
• Maintain 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 channels
• Document all support interactions and their resolutions in the incident tracking database
• Manage 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 tasks
• Provide Service Desk call center backup for the Information Technology (IT) Support Analyst team
• Seek 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 others
• Maintain 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 processes
• Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested
• Coordinate timely repair of hardware with outside vendors, monitor inventory levels, verify bills/invoices, and generate and maintain hardware and software inventories for the office
• Provide 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, an