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# Technical Support Representative

- **Company:** Wiley & Company, Inc.
- **Location:** Washington, DC, United States (Remote available)
- **Experience:** Expert
- **Salary:** $90,000.0 - $95,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Google Chrome, Document Management Systems, Issue Tracking Systems, Laser Printing, CompTIA Strata - PC Hardware Technology Engineer, Servicenow
- **Published:** June 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=32a1e48889f904a7

## About the Role

Do you have experience in Research?, Do you have a High school diploma or GED?, * The ability to communicate professionally and effectively, both in oral and written form

 * The ability to multi-task, prioritize/coordinate deadlines, and track progress of tasks
 * Ability to organize workflow and use time efficiently
 * Strong customer service orientation
 * Ability to demonstrate attention to detail and accuracy
 * Must maintain confidentiality of work-related information and materials
 * Must establish and maintain effective working relationships in or out of a team environment
 * Ability to adhere to firm security policies and ISO compliance controls
 * Ability to quickly develop expert level knowledge in systems within organization
 * Understand and adopt the organizational structure
 * Possesses the attitude of collaboration and sharing
 * Willingness to learn and adopt new methodologies
 * Ability to participate in on-call rotation and flexibility to work overtime on an as-needed basis, * High school diploma required; Bachelor's degree preferred; technical certifications a plus
 * Five (5) plus years relevant technical support experience preferred. Prior law firm experience preferred.
 * Support experience with PC and laptop hardware as well as HP laser printers
 * Experience with mobile device troubleshooting and mail configuration
 * Experience with Windows operating systems, document management systems, Google Chrome, and a general understanding of local/wide area networking

## Description

Under the direction of the Technical Support Manager, the Technical Support Representative provides troubleshooting assistance to attorneys and staff for software, network, and hardware issues. The Technical Support Representative possesses a strong understanding of the firm's core applications and systems and uses the firm's ticketing system to log calls, maintain records, and research and document resolutions.
This position is eligible to participate in the firm's flexible work program.
RESPONSIBILITIES/ESSENTIAL FUNCTIONS:
*

 + Provide expert telephone, e-mail, and in-person support to the firm's attorneys and staff, troubleshooting a variety of software, hardware, and network issues to point of resolution or escalation
 + Log customer calls, maintain records of tasks, and capture final solutions in the on-line help desk ticketing system, ServiceNow
 + Ability to analyze root cause of incidents and determine resolutions
 + Route tickets to the appropriate person within the department for resolution in accordance with established escalation procedures
 + Provide status reports to customers throughout the life of an issue or request
 + Research and write appropriate technical documentation on applications and processes
 + Track asset information associated with the distribution of laptops, desktops, monitors, printers, and mobile devices from the firm's equipment inventory
 + Provide floor support as needed
 + Test and evaluate software and hardware products
WORK ENVIRONMENT:

 * An on-site presence is an essential function of this position. Remote work may be permitted in accordance with the firm's flexible work policy and based on business needs
 * Position operates in a professional office environment which is usually quiet to moderate
 * Position routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
 * Position requires that the employee be able to multi-task in a fast-paced work environment

PHYSICAL DEMANDS:

 * This position is primarily a sedentary position.However, some duties and responsibilities may require the employee to lift files, open filing cabinets, bend or stand, reach with arms and hands, climb or balance, occasionally move about to access office equipment, file cabinets, etc.
 * May require employee to carry or lift items weighing up to 10 pounds and occasionally lift and/or move objects up to 50 pounds, * Meets the department's expectations to retrieve, read and/or respond to firm and client-related e-mail messages during and outside of core business and scheduled work hours by connecting a personal mobile device (smartphone or tablet with a data plan) to the firm's network
 * This description outlines the basic requirements of this position. It is not intended to be a complete description as other duties may be assigned.


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