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Technical Application Specialist

K&L Gates

This is a Full-time position in Pittsburgh, PA posted May 3, 2021.

The global law firm of K&L Gates LLP is seeking a Technical Application Specialist to join the Pittsburgh office. A Technical Application Specialist in the IT Enterprise Applications department is technical in nature and requires research and analytical skills as it relates to the escalation of problems with applications or environments administered by the Enterprise Applications department. This person is shown to have the ability to analyze a given problem, diagnose it and help to find its root cause, and then either assist to solve it or pass the problem on to the next level of support. Candidates must be self-starters who possess the ability to work independently and as part of a team. Excellent communication skills and a commitment to providing the highest quality client service are strongly preferred.

KEY RELATIONSHIPS

Works closely with vendors, developers and application engineers to drive results for our internal clients/users globally.

ESSENTIAL DUTIES

• Cultivate a functional understanding of the applications/software supported by the Enterprise Applications Department

• Provide level II support for identified applications/software, ensuring a quicker resolution for the customer or proper escalation of issues to the appropriate level III engineering team

• Troubleshoot application level bugs for vendor escalation

• Knowledge First Support – Document processes and all correspondence internally and externally used to resolve incidents and requests in a service management system, including the writing of knowledge base articles

• Will involve customer contact but most often it involves obtaining an extensive understanding of the problem from other IT support teams, making a diagnosis and then either working towards a fix or escalating to who is responsible for the actual problem area

• Engaging vendor support for any issues or bugs related to applications or software

• Oversee the packaging of standard software packages for the Enterprise Applications department

• Provide basic functional testing (QA) of applications/software for the department managed applications

EXPERIENCE & SKILLS REQUIRED

• Possess strong analytical skills to evaluate ticket queue to determine importance and priority of tickets to help the customers in the proper order

• Ability to plan and accomplish goals while performing a variety of complicated tasks in a fast-paced work environment is required

• Experience with service management systems

• Good communication and interpersonal skills with technical and non-technical colleagues is required

• Experience with one or more Microsoft operating systems, as well as Microsoft Office Suite

• Experience in working with software vendors and vendor support

• Must be available to serve in an on call rotation

• B.A./B.S. in related field or equivalent education/experience to provide the necessary skills to perform primary responsibilities

• Must have availability to work assigned start time that supports a Global Organization

• Experience working with Professional Services Organizations

• The ability to work on/with a team where other members can be in different offices and/or time zones

• Experience with MS Office 3rd Party add-ons/plug-ins

• Ability to run predefined scripts and SQL Queries

ADDITIONAL ABILITIES REQUIRED

• Frequent computer use at workstation up to eight hours at a time

• Frequently work at fast pace with unscheduled interruptions

• Responsibilities occasionally may require an adjusted work schedule, overtime, and evening/weekend hours in order to meet deadlines

• Office contact position requiring appropriate business-like apparel; mobility within the office including movement from floor to floor

• Access information using a computer

• Effectively manages and communicates confidential issues