Crowell & Moring is hiring a Technical Support Specialist to help attorneys and staff stay productive with reliable, responsive IT support. This onsite role in Los Angeles, CA focuses on hands-on troubleshooting, clear communication, and continuous improvement, with participation in professional learning and team collaboration. You will also join an after-hours 24x7 on-call rotation to ensure critical issues get addressed.

What You’ll Do

You’ll provide direct technical assistance to customers experiencing issues across hardware, software, networking, and other computer-related technologies. Support is handled in alignment with service level agreements, with solutions documented and escalated when needed.

Resolve incoming assistance requests related to hardware, software, networking, and related technologies, while meeting SLA expectations.
Analyze and troubleshoot problems based on changing priorities, time frames, and available resources, and document outcomes in the support call process.
Log all support interactions in the Service Desk ticketing system, escalate to the appropriate internal or external support contacts when necessary, and monitor progress to resolution.
Track and monitor support activity to identify trends in incoming calls and the effectiveness of solutions used.
Use hardware diagnostic software and routines to diagnose failing or failed parts and systems.
Install, configure, test, maintain, monitor, and troubleshoot customer workstations and related hardware and software to deliver required service levels.
Maintain up-to-date knowledge of relevant products, current support policies, and support delivery methods.
Participate in special projects and assist with testing and evaluation of new technology solutions.
Continuously strengthen technical skills through research, self-training, and internal or external training opportunities.
Maintain consistent client service orientation and professionalism while completing support requests.
Join the after-hours on-call rotation to provide 24x7 technical support.

Skills and Experience Needed

Advanced personal computer skills including hardware, operating system and software knowledge, plus legal applications (example systems: iManage, ChangePro, Litera).
Ability to troubleshoot Microsoft Office applications and the Windows OS.
Legal application knowledge is preferred (iManage, ChangePro, Litera).
Strong communication skills, able to communicate clearly in writing and verbally with attorneys, staff, and external contacts.
Ability to explain technical concepts to non-technical users.
Proven ability to organize and prioritize work in a dynamic, complex environment to meet deadlines and daily requirements.
Ability to work independently and collaboratively with a cooperative, enthusiastic, and friendly approach.
Ability to safely lift, move, and carry items up to 50 lbs.

Tools You’ll Work With

Microsoft Office Applications
Windows OS
iManage, ChangePro, Litera
Service Desk ticketing system
Call tracking system
Hardware diagnostic software and routines

Compensation and Schedule

Pay range:

$61,000 - $90,000 - Washington DC, Orange County, Los Angeles
$70,000 - $100,000 - San Francisco

Salary: USD 61,000 - 100,000 per year. This role is onsite in Los Angeles, CA.

Education and Experience

Education: Bachelor’s Degree in an IT related field or specialty. Equivalent training and experience may substitute for education.
Experience: Minimum two (2) years of increasingly responsible, directly related experience demonstrating applicable knowledge, skills, and abilities.

Benefits

Healthcare, Vision, and Dental
Retirement
All-purpose leave
Progressive options such as back up childcare
Wellness programs
Cultural events and Social activities
Additional compensation may include a discretionary bonus

Technical Support Specialist