Tech Support

We are a premier law firm in the AM LAW top 10, have been in business for over 100 years, and are still growing. The firm is seeking a full-time Senior Technology Support Services Specialist for our Washington DC office, who will be an integral part of the Technology Support team within the Information Services department.

The Senior Technology Support Specialist for Washington DC is a direct hands-on role, based in the Washington DC office. The position requires a strong and flexible work ethic as well as excellent service delivery in supporting the Office Manager and responding to attorney and client needs. The Senior Technology Support Specialist will provide primary coverage onsite Monday through Friday during business hours; must also be available outside business hours and on weekends either onsite or remotely. Occasional travel is required to support litigation matters.

Core competencies

· Desk-side end-user support experience and an understanding of professional IT operational work practices

· Mobile Support is integral to this role for Apple and Android Devices

· Citrix Director, RSA server and Dell and Cisco IP phone hardware is desired.

· Experience with Windows Servers and Cisco Switches is a plus

· Must be a customer and client-focused individual

· Proficiency in Windows Desktop OS, MS Office Suite, iManage, Change-Pro, mobile device support (Apple

· Experience with Windows Server environment and procedures, Active Directory, Cisco TMS, MobileIron,

RESPONSIBILITES include but are not limited to:

• General Support
Provide first line how-to and troubleshooting for Citrix/VDI desktop and standard applications including Outlook, Word, Excel and PowerPoint, iManage, etc.

o Prioritize requests and follow up with users; Escalate calls to second/third level support

o Track user requests via Helpdesk ticketing application
o Maintain office hardware including PCs, laptops, printers, and AV equipment

• Mobile Support
o Provide provisioning, support and maintenance for iPhone, iPad, and Android devices
o Produce supporting documentation and conduct mobile device / remote access training

• PC/Laptop Support
o Maintain the firm’s standard PC and laptop images and reimage as needed o Coordinate with litigation support on installation/image of “trial laptops”
o Coordinate with local repair center (shipping laptops or parts for repair)
o Assist with portable encrypted media

• Network/MDF
o Support office technology infrastructure components including servers, networking equipment,

Communications Facilities and Wi-Fi
o Follow strict maintenance schedules for rotating and rebooting network equipment

• Audio/Visual
o Set up and administer video conferencing and web conferencing meetings including Zoom, MS Teams, Cisco WebEx, and other video conferencing apps
o Set up equipment for presentations, seminars, and review rooms
o Start scheduled interoffice meetings using internal conferencing platform

o Maintain AV equipment and work with vendors on repairs/upgrades

PREFERRED QUALIFICATIONS: Previous Law Firm experience is a huge PLUS