Technical Support Analyst

https://www.linkedin.com/jobs/view/3688098955/?eBP=CwEAAAGLjT4m_cYlcVZPNb6v-DuAe6E444kUtUApzaFt3O-9JP92fN5L8GjuCAA-RlQxYeLlwNazhxEBjLuxNVwkFI6ZXUOZ0SCUI_0nqsP5LJD6ze2DHIGx6HUXVHeFMQJImr1EwqqOzf7cGGE-HnRnF70rGMlg5h3ZUzXJ_Ig9On-MLzGSc4okpoW8q5WaldE1x44Wef8g6sU1RpKseVYrdqxAt6oTnzCvFdv90QLTq-o8G16fHCWTnSNW4Nx_fHbuOKOKiyR5hHdJMcb10LYT9WsfOB_JWoRt5JXJkMqB9L6YYVHJSukf6F2MwtssmTFZyQMKSebmzZo2htSgksKOcYMR22S9eiPM3BQlksRpgJI5wmdpa6iCYUjJgVvx&refId=JayItgDmuUKunPttf xxug==&trackingId=bSWXB3Sn3vtT29Z2V688Ig==

About the job

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.