Desktop Support Technician

Title: Desktop Support Technician

Location: Onsite in Washington, DC

Must be authorized to work in the US.

Job Description:

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/copters. 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.

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.
Uphold 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.
Qualifications:

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.