The Technology Services Engineer will provide escalated service desk support to all firm personnel and other operational technology projects.
Essential Duties and Responsibilities:
Escalated support and point of contact for the local office
Leverage our ticketing system to track all requests, manage ticketing queue and escalate tickets to the team
Provide assistance and support comprising of technology questions and issues for all firm personnel, including but not limited to:
Computer hardware installation and troubleshooting
Application software support including Microsoft Office Suite
Network and System Administration for various systems
Desktop support and computer operating system support
Responsible for providing technical support in the following technical environments:
Windows 10 and 11 operating system
Microsoft Office 365
SCCM Packages and deployments
NetDocuments
Bighand
Cisco VPN and Citrix
Mobile device support
Other legal applications, such as iTimeKeep, Aderant, Mimecast, etc.
Review all Artic Wolf provided alerts and tickets to analyze hardware/software crashes and provide root cause analysis and solutions
Collaborate with the Technology Services Director and networking team to resolve any network outstanding issues (Mimecast, Defender, Azure / Office 365 Applications, zScaler)
Proactively outreach and interact with local office personnel daily by walking the halls frequently to ensure they have no technology needs/issues
The ability to visit to other offices as needed for support
Robust understanding of firm workflows and processes
Assist with various IT projects and tasks as needed
Update procedures for installation with detailed documentation
Provide iPhone/Android support for all attorneys and management; configure iPhone/Android devices when needed
Ensure all firm personnel inquiries are responded to within established timeframes and customer care and technical support service levels are achieved
Connect, Setup, and troubleshoot Audio Visual Conferencing Technologies
Participate in after-business hours On-Call Rotation
Qualifications
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed herein are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Must demonstrate good judgment and ability to maintain confidential information. Must be able to multi-task and prioritize while working with minimum supervision. Must be very organized and detail-oriented. Must have great communication skills. Must have excellent written and verbal communication skills and the ability to effectively communicate with all levels of firm personnel. Must be able to lift up to 50 - 75 pounds.
Education and/or Experience
Bachelor's Degree in Technology or a related field is highly desired. Three (3) or more years of experience providing technical support with enterprise network and systems experience preferred. Legal industry experience is highly preferred.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orienta
