Position Description

Modern Family Law, a boutique law firm which specializes in Family Law, is looking for a compassionate, innovative, and respected Specialist, Technical Specialist to work with our experienced and dynamic team of technology professionals. Modern Family Law offers dynamic compensation, a wide array of benefit selections, and a culture built on family.

To be successful in this role, the incumbent in this position would be expected to do the following:

Technical Support

  • Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.
  • Resolve user-reported issues using available tools and following procedures and policies for the handling of support cases.
  • Document and track customer issues and resolutions in the helpdesk ticketing system.

System Maintenance

  • Assist with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
  • Work with vendor support contacts to resolve technical issues within the desktop environment.
  • Perform routine tasks like system monitoring, reviewing logs, and verifying the integrity and availability of resources, systems, and key processes.

User Assistance and Education

  • Provide updates, status, and completion information to staff, via voice mail, e-mail, or in-person communication.
  • Assist in the training of users on the use of software and hardware.
  • Create and maintain good technical documentation to assist with the quick resolution of common queries and problems.

Communication and Collaboration

  • Escalate problems and issues to a higher level of support. This includes ensuring a sufficient handoff to other supporting staff and informing management as necessary.
  • Collaborate with other IT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
  • Work with IT staff to improve and streamline processes and update documentation.
  • Other duties and projects as assigned.

Position Requirements

  • As our culture is remote-first, all employees are expected to have the capability to work from home with a reliable internet connection and to set up a workstation that supports productive work during normal business hours. 
  • A minimum of an associate’s degree in a related field such as Information Technology or an equivalent amount of professional experience in this role. 
  • Proven experience in desktop and networked systems support.
  • Familiarity with the fundamental principles of IT troubleshooting and user support.
  • Excellent communication skills, both written and verbal.
  • Ability to work effectively in a team environment and manage multiple tasks.
  • Strong analytical skills and attention to detail.
  • High level knowledge and experience working with the Microsoft Suite of products such as Word, Excel, and PowerPoint; Adobe; and Zoom Conferencing Technology. 
  • Those who speak foreign languages (e.g. Spanish, Japanese, Cantonese, Tagalog) are strongly encouraged to apply. 

 

Skills and Competencies

  • Ability to communicate professionally and interact effectively with all levels of personnel, including management staff and support staff
  • Ability to be a proactive self-starter who understands the details within a much larger context
  • Demonstrated attention to detail, reliability and ability to learn new technology quickly
  • Excellent client service skills and ability to work on multiple matters simultaneously in an organized manner and under minimal supervision
  • Flexibility and able to respond quickly and positively to shifting demands
  • Position periodically requires off-site work at a war room or the courthouse when the case goes to trial
  • Position also requires the ability to work under pressure to meet strict deadlines
  • Able to sit for extended periods of time at a desk while typing, using a mouse, and looking at a computer screen. 
  • Ability to work evenings and weekends as necessary to handle routine or emergent issues. 
  • Able to communicate verbally and in writing using a telephone, text messaging, or emails. 
  • Ability to stand, sit, bend over, and lift items from the ground exceeding 10lbs to a height from between one’s waist to eye level. 

 

Mandatory Notices for Applicants

ADA Compliance: All candidates and incumbents are expected to perform the duties as assigned so long as they can meet the expectations set forth with or without reasonable accommodations. Should a candidate or incumbent require accommodation, they need to advise the Director of People & Culture in advance. 

Compensation: $120,000 - $135,000 annually. The range presented is a reliable estimate of the base salary that this individual is expected to receive. Actual pay will be adjusted based on experience, location, internal and external pay equity, and other job related factors as permitted by law. Full-time employees may be eligible for health insurance with an optional Flexible Spending Account or a Health Savings Account, short term disability, long term disability, dental insurance, vision care, life insurance, 401(k) Retirement, vacation, sick time, and an employee assistance program to support the personal wellness needs of our employees. 

Additional voluntary programs are available and include voluntary accident insurance, voluntary life, voluntary disability, voluntary long-term care, voluntary critical illness and cancer insurance, as well as pet insurance. Additionally, in some markets, commuter and transit benefit programs are available. 

Fair Change Ordinance and Equal Employment Opportunity Practices: Modern Family Law will consider all qualified applicants with arrest or conviction records. Modern Family Law is committed to diversity and inclusion in the workplace and has zero tolerance for harassment of any kind. Individuals seeking employment at MFL are considered without regard to their race, color, religion, sex, sexual orientation, gender identity, transgender experience, national origin, age, marital status, ancestry, disability, military status (including discharge status), genetic information, or any other protected class status as set forth by local, state, and federal law. 
This position has been filled.