Summary

The Desktop Services Technician is part of a team of professionals who manage the end-to-end lifecycle of the Firm’s workforce devices and endpoints. This includes the planning, design, configuration, deployment, and ongoing maintenance/support of the Firm’s appliances.
This role requires a solid technical background across a wide range of Firm technology solutions, including but not limited to laptops, desktops/workstations, desktop peripherals, mobile devices, and printers/copiers. The combination of technical acumen with a relentless customer focus, communication skills, and a desire to help prevent/resolve issues enables the Desktop Services Technician to deliver a gold-standard technology experience.

Qualifications

Education & Credentials

• College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical discipline.
• Appropriate technical certification(s) are preferred (e.g., MCSE, Cisco CCNA).

Knowledge & Experience

• 3+ years of relevant experience, ideally in a large Law Firm setting, a comparable professional services organization, or a legal information services provider.
• Demonstrated experience in troubleshooting and repairing end-user devices and appliances (e.g., PCs, Laptops, Printers).
• Demonstrated experience with common Operating Systems and software (e.g., Windows 10 and later, Microsoft Office 365).
• Experience with remote systems such as Citrix.
• Experience with laptop lifecycle management.
• Thorough understanding of current PC imaging standards, hardware configurations, memory configuration techniques, and peripheral hardware and software.
• Knowledge of software applications and installation, ideally those common to a global law firm.

Skills & Expectations

• Ability to work in confined spaces, lift up to 80 pounds, and use various hand tools.
• Ability to interact and engage with end users of all levels, demonstrating strong communications and organizational skills.
• Strong service orientation, and an understanding of the importance of developing effective working relationships with users.
• Ability to work well under pressure.

Duties and Responsibilities

• Serves as a valued team member in the delivery of a gold-standard computing experience, providing a service that is both responsive to identified incidents and proactive in continuously improving the Firm’s devices.
• Serves as an extension of the Firm’s IT Help Desk, providing L1/L2 support for the Firm’s devices, namely in the DC office.
• Proactively engages with IT Help Desk and Regional IT Services Technicians to share knowledge and trends, troubleshoot issues, and standardize services.
• Supports the lifecycle management of workforce technology and appliances, both for end-users as well as the Firm’s offices and facilities.
• Responds to help calls, diagnoses, and resolves desktop hardware and software problems reported by end-users in a timely manner.
• Maintains desktop hardware and software directly or through equipment manufacturer warranty.
• Configures and deploys desktop hardware and software, including but not limited to laptops, printers, and handheld devices.
• Supports the maintenance of the IT Asset repository for applicable devices to proactively monitor financial obligations, end-of-life scheduling, and other Firm obligations.
• Supports the maintenance of desktop system policies, procedures, and support documentation across all Firm offices and platforms.
• Performs miscellaneous technical support tasks and special technical projects as assigned by IT leadership.
• Works well as part of a team on technical projects, taking lead as appropriate.
• Recognizes the importance of effective client service and presents the firm in a positive light.
• Successfully sets priorities, performs tasks in an orderly fashion, and meets time deadlines.
• Keeps scheduled appointments, reports for work on time, and maintains good attendance with valid reasons for absences.
• Maintains personal appearance and conduct appropriate for a professional services environment at all times.
• Demonstrates good written and oral communications skills and communicates effectively.
• Stays current with changing priorities, willing and able to take on new tasks and responsibilities and learn new technology.
• Remains calm and focused in pressure situations.
• Maintains departmental records in accordance with policies and procedures.
• Submits all required paperwork and reports accurately and on time.
• Operates well without specific direction and close supervision given general guidelines for the position.
• Upholds high standards of confidentiality, discretion, and integrity, particularly with respect to all sensitive and/or confidential firm and client information to which this position will have access.