Technology Services Specialist/ Lead at Washington

McDermott Will & Emery, a leading international law firm, currently seeks Technology Services Specialist/ Lead. This position provides professional, technical services and end-user support, on a wide array of systems and software applications, via telephone, electronically and personal contact. This is a hybrid IT support role for members of a team who perform a variety of tasks using strong customer service, troubleshooting, individualized training and documentation skills. Work is performed under the direct supervision of the IT Manager, who assigns tasks with increasing variety and complexity. In addition, this position will take on a lead (Point of Contact) role handling escalated issues in IT Managers absence in addition to other duties.

General Help Desk Support: On a daily basis, performs Help Desk telephone, email and floor support duties. Collects and enters all pertinent data from the user into the Firms ticketing system. Resolves and closes issues on a timely basis. Uses established guidelines and good judgment in determining priority of each call and follows the procedures for issues that require escalation to other IT groups. Performs other duties as assigned to support day-to-day operations.

Applications support: Resolves typical support and training issues for enterprise-wide applications (e.g., Windows 7, MS-Office (entire suite); repairs SCCM; configures IPC; sets up and configures VoIP phones/voicemail, Lotus Notes, Interwoven Desksite/Filesite, Distributed Time Entry (DTE), etc. Develops increasing knowledge and ability to support practice-specific custom software applications. Participates in office-wide software testing and project rollouts in coordination with the PMO.

Workstation services: Sets up, images and maintains new and replacement workstations (desktops and laptops) and associated inventory records. Resolves hardware related issues of workstations and peripherals (local printers, phone headsets, etc.). Resolves other workstation technical problems (Win7 applications delivery and installation, etc.).

Network services/AV: Supports attorney use of remote access tools and services: VPN/extranet, secure ID tokens, WAPS, iPhone, iPad, Droid, Blackberries and other wireless devices, and web-based applications. Supports A/V needs for video- and web conferences, and other technical needs for office meetings, events and visitors.

Network administration: Coordinates with other IT staff at various levels to troubleshoot server-based applications, services accounts (CM Administrator, Active Directory, Bit Locker, SMS, SCCM, USMT, Citrix, Lotus Notes, Interwoven Desksite, CMS/DTE, VPN, BES, etc.). To the extent system rights are delegated, may create, modify and delete user network logon accounts.

Network operations: May be called upon to help maintain network servers and components. May perform preventive maintenance tasks and monitor network operations using available tools. May perform and maintain data backups and restores as needed.

Lead Responsibilities:

Assist Manager with duties including but not limited to: maintaining IT asset records, ordering equipment; auditing ticket system; processing new hires and departures; printer mapping and management; handling escalated user support issues in managers absence.

Skill building: Shares responsibility with supervisors and peers for developing individual technical skills through structured training, work experience, and dedicated self-study.

 Requirements

Must have previous team lead experience.

Must have experience in a professional services environment and possess superior client service skills.

Effective in oral and written communications particularly in documenting work and communicating technical information to non-technical users.

Must have experience multi-tasking in a fast-paced environment and be able to work well under pressure.

Must have strong analytical, problem solving, and technical judgment skills.

Must be flexible and available to work beyond regularly scheduled work hours to include evenings and weekends and participate in on-call rotation.

Team player willing to work overtime occasionally. Point of contact for other team members as well as the Regional Manager when expertise is needed for escalated issues and/or the Manager is not available.

Expert knowledge in Windows 7 OS, MS-Office suite and email software programs in general. MOUS certification, college credit, other formal training and/or proven experience is strongly preferred.

Solid foundation of knowledge of PC hardware configuration and Windows XP operating system. A+ or equivalent certification, college credit, other formal training and/or proven experience is strongly preferred.

Fundamental understanding of Microsoft server administration, Active Directory, and network connectivity methods, including wireless and remote access devices. Network + or equivalent certification, college credit, other formal training and/or proven experience is required.

McDermott Will & Emery is an Equal Opportunity and an Affirmative Action Employer (M/F/D/V).

Country: USA, State: Dist of Columbia, City: Washington, Company: McDermott Will & Emery LLP.