Hardware and Trial Services Technician

Williams & Connolly LLP is seeking an outgoing, service-oriented Hardware & Trial Services Technician. Under the direction of the IT Support Operations Manager, this role supports and maintains the firm's technology and equipment, including desktops, laptops, mobile devices and peripherals and provides exceptional technical support to trial teams whenever necessary. The technician will respond to end-user requests that are submitted by email, support tickets, telephone and in-person.

RESPONSIBILITIES INCLUDE:
IT Trial Support

• Travel to trial locations across the country and internationally as required;
• Ensure all necessary IT equipment and infrastructure are securely transported, set up and operational at trial sites;
• Provide exceptional technical support during trials, including troubleshooting and maintenance;
• Plan and execute the setup of IT infrastructure at trial sites to provide an efficient, effective and secure working environment for trial teams;
• Ensure proper break-down and packing of IT equipment post-trial;
• Proactively monitor technology systems during trials to identify potential issues;
• Diagnose and troubleshoot technology problems to minimize disruption to trial proceedings; and
• Ensure optimal performance and availability of technology systems throughout trials.

IT Hardware Support

• Support and maintain in-house technology, equipment and IT assets including the Firm's desktops, laptops and peripherals;
• Respond to incoming telephone calls, e-mails, support tickets, and in-person requests for technical assistance related to various types of hardware;
• Enter all support request into the Help Desk ticketing system and prioritizes, escalates, and monitors open request until resolved;
• Maintain, operate, install, configure, test, and troubleshoot various hardware/equipment including printers, scanners, audio-visual equipment, and other peripheral devices;
• Manage and updates all hardware assets in the asset inventory system;
• Analyze, diagnose, and resolve hardware problems to ensure optimal performance and availability; and
• Research, evaluate and recommend new technology solutions and hardware platforms based on attorney work needs and the firm's business requirements.

The hours for this position are 8:30 a.m. - 5:00 p.m., Monday through Friday; however, candidates must have the flexibility to travel as necessary to remote trial sites to provide trial team technology support. Trial work hours are typically long and require dedication and extreme focus. While not traveling for trial, this position is onsite Monday - Friday. This will include working varied hours as needed, including on weekends, to complete both hardware and trial specific projects and tasks in a timely manner. The ideal candidate will have exceptional customer service skills, strong interpersonal and oral communication skills, along with proven analytical and problem-solving abilities. Qualified applicants must be motivated, enjoy technology and possess a strong desire to provide excellent customer service. The ability to communicate professionally and provide desk side support is a requirement. Knowledge of Windows 10 is required and additional experience with Windows 11 is a plus. Basic network and computer troubleshooting skills are also required. Candidates must have at least three years of hardware troubleshooting and general IT support experience. Server administration experience and A , Net certifications are strongly preferred. Physical requirements include the ability to lift and carry equipment weighing up to 35 lbs.; bend and kneel under desks and other areas when equipment installing occurs.

This is a non-exempt position. The anticipated annual salary range for this position is $95,000 - $110,000. The final offer amount is dependent on a variety of factors including, but not limited to, years of experience, education, and other relevant skills and qualifications. Williams & Connolly offers competitive compensation and benefit packages.

Salary : $95,000 - $110,000