Position(s) I am Applying for
IT Solutions Expert
Steptoe LLP, a Washington, DC-based Am Law 100 firm, is seeking an IT Solutions Expert. The IT Solutions Expert is a member of Steptoe IT's Technology Center located in the firm's Washington DC office providing hands-on technical support, knowledge, and solutions. Primary functions include asking the right questions, listening carefully, taking detailed notes, and partnering with other Solutions Experts and IT professionals as needed to help those who request services of the Technology Center. Responsible for creating a supportive, positive environment for anyone who is facing technology challenges or wants to be more productive with Steptoe-provided technology.
- Provide polite, friendly, positive, and timely service and incident resolution to customers with hardware, software, and application problems.
- Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing accurate time estimates for the next steps.
- Help set up and repair technology devices for customers.
- Monitor service queues and provide accurate status updates to customers.
- Clearly communicate and partner with fellow IT Solutions Experts and IT professionals.
- Attempt to resolve as many incidents during the first contact, or at Tier I; efficiently escalate incidents to higher Tier II or IT Administrators when required.
- Document incident status and solutions in incident database tools.
- Maintain current working knowledge of computers, printers, laptops, and common windows applications.
- Work through various types of support issues with an in-person or remote assist.
- Provide answers to Frequently Asked Questions or solutions to common problems in Knowledge Base articles as part of a customer self-help capability.
- Provide support to other Steptoe departments such as Support Operations and Marketing Events as needed to achieve goals and high standards of customer service.
- Provide prompt and courteous guidance on how to use firm desktop and mobile technology.
- Routinely troubleshoot software and hardware on all supported devices and when necessary provide prompt feedback to supervisor or manager regarding critical issues or complaints that involve escalated service requirements.
- Routinely document all troubleshooting tasks, results and resolutions in the online service desk ticketing system.
- Effectively communicate and coordinate with IT administrators or engineers to address, resolve and document escalated issues
- Remain abreast of all IT Department technologies, software applications, software enhancements and upgrades, as well as new software and technology trends, via departmental communications, online references, periodical information, and by participating in relevant training and seminar sessions.
Non-essential Functions
- Complete other duties as assigned.
Minimum Qualifications
Desirable Skills / Experience:
- Experience using business information systems
- Ability to work successfully as part of a team.
- Ability to prioritize and multi-task in a fast-paced environment.
- Six months of retail customer service experience.
- A+ Certification or equivalent.
Education:
- High School diploma/GED or higher
Success Factors
- Attention to detail: avoid common and frequent mistakes; complete complex projects and tasks without error.
- Critical thinking and problem-solving: recognize problems or situations that are new or without clear precedent; evaluate alternatives and find solutions using a systematic, multi-step approach; develop improvements and innovations to enhance performance.
- Customer service: is highly responsive to initial requests and follows through on all commitments, both stated and implied; works diligently to ensure that everyone seeking Department services receives the highest level of service; manages own work to meet or exceed service level expectations.
- Initiative and creativity:
- Teamwork: able to work well with others on projects, initiatives, and tasks that require their input and cooperation.
Work Environment
* Non-Smoking environment.
* Ability to maintain a flexible work schedule.
* Available to work in the office 9:00 am - 5:30 pm Monday through Friday or alternatively in the office 9:00 am - 5:30 pm Thursday through Monday.
* Extra weekday and weekend hours may be required for special programs or events.
* Must be available to work beyond regular hours when necessary.
* Must be able to work under tight deadlines and stressful situations.
* Must have the ability to work independently.
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Steptoe LLP
May 20, 2025