Technical Support Analyst

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 :

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.