Washington, District of Columbia
Job Description
Responsibilities:
- Foster and exemplify customer-first service.
- Assist with all technical support activities for the DC Office. May be asked to assist with technical support for other regional offices as needed.
- Monitor e-mail and skype for un-ticketed user requests and incidents that were not sent via the Service Desk and ticket as appropriate.
- Work closely with other firmwide IT techs as necessary to assist them with local technical issues and take proper steps to escalate to Regional Manager or Service Desk.
- Attend bi-monthly Technical Analyst meetings and provide feedback regarding best practices, lessons learned, new troubleshooting findings or methods.
- Support off-hours needs related to moves, computer room upgrades, scheduled maintenance outages, projects and urgent user support matters.
- Assist with occasional one-on-one user training.
- Initiate, complete, and follow-through with all assigned and self-generated tickets.
- Maintain IT Asset Management database to ensure it is kept current and accurate.
- Build firm standard PCs and laptops per firm guidelines.
- Organize, build, and maintain proper loaner and hot-swap equipment and deliver to users on time per firm guidelines.
- Assist with maintaining printer maintenance records and inventory, and, swap printers as equipment reaches end of life and new equipment is received.
- Serve as a vendor contact for all printer problems.
- Provide mobile device support for iPhones, Androids, and iPads in accordance with the firm’s AirWatch program.
- Provide setup and support of remote access and two-factor authentication software (MFA).
- Advise DC-IT Manager regarding any requests or incidents that should be immediately reported to his/her attention.
- Provide proper follow-up, updates, and project status to the manager. Ensure proper follow-up is provided to all end users who may have reported a problem or requested technical assistance from the DC Technical Support group.
- Provide assistance with audio visual/teleconferencing setups, including:
- Laptop/projector connections.
- TVs including Plasma, LCD, or LED
- Support and maintain over 20 conference rooms including a conference center with 100 plus capacity.
- Support and setup our internal videoconference solution as well as external videoconferencing solutions such as WebEx, Skype and Zoom.
- Install and beta test new technology, and, assist with telecom-related issues as necessary.
- Support Wi-Fi, cellular data, laptop cards and Mi-Fi devices.
- Install and test new hardware and software technology.
- Assist with LAN cabling patching and troubleshooting; and act as remote hands for network engineers.
- Complete workstation set-ups for new arrivals, visitors, etc. and complete equipment moves per schedule and at times not scheduled.
- Perform approved software installations and other tasks as requested by the Regional IT Manager or as required by customers.
- In rotation with other local IT staff, serve as 24/7 on-call emergency technician.
- Closely monitor the ChangeGear service management system to ensure assigned tickets are updated in a timely manner. Use the best business protocol for follow up communication with an end user.
- Conduct routine inspections of various IT spaces, e.g., conference rooms, visitor offices, MDF, IDF rooms.
- Quickly assess and escalate hardware and/or network problems to third level IT support groups for assistance. Proactively review current infrastructure and assert good judgment to know when to coordinate equipment replacement during repair period.
- Participate in major IT projects and rollouts, assuming a key role as directed by the Regional Manager or Director.
Qualifications:
- Customer service is paramount in this role.
- The candidate should have a desire to provide excellent customer service.
- Several years of law office support experience is desired.
- Experience should be specific to providing technical support to the firm’s users.
- A working knowledge of legal applications including document management systems is also highly desired.
- Comprehensive knowledge of Active Directory, Microsoft Office Suites 2010 and above is required.
- Possessing an A+ or a similar computer certificate or degree in computer sciences is a plus.
- Additional understanding of printers, remote access tools and mobile devices are required.
- A basic understanding of network engineering and IP-based telecommunications is required.
- This position involves overtime and/or shifts on weekends or corporate holidays when necessary.
- Although an occasional requirement, the successful candidate must be willing and able to travel to and work temporarily in other offices for brief periods of time, both to domestic and/or international offices.
- Excellent organizational skills, customer service, and desk side support skills are required.
- The successful candidate must be self-motivated and possess a high attention to detail.
- Must also possess excellent interpersonal, critical thinking and time management skills, as well as excellent oral and written communication skills.
- This position requires ability to lift up to 50 pounds unassisted and seek assistance with lifting heavier or large/bulky parcels.
- Walking and standing for up to 4 hours at a time in an 7.50 hour shift is required. Must not possess any condition that would inhibit the ability to stoop, squat, or crawl under desks in order to service computers.
- This position description in no way states or implies that the responsibilities and tasks are the only responsibilities and tasks to be performed by the employee occupying this position. S/he will be required to follow any other instructions and to perform any other job-related duties as required by his/her manager.
Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.
If you require an accommodation in order to apply for a position, please contact us at PillsburyWorkday@pillsburylaw.com.