End-User Support Specialist

Foleyhoag; Washington (District of Columbia); On-site; USD 78,500 - 95,900; Full time

Job summary

Foleyhoag seeks an End-User Support Specialist in Washington D.C. to offer IT support to attorneys and staff. The role requires excellent customer service, troubleshooting abilities, and collaboration with IT teams. The ideal candidate will have at least five years of IT support experience, preferably in a legal environment, and proficiency in Microsoft Office and various IT tools.

The position demands 100% on-site presence with potential hybrid work opportunities and is overtime eligible. Candidates should possess strong communication skills and a fine-tuned problem-solving mindset.

Qualifications

• Minimum of five years' experience in an IT support role.
• Experience in legal or financial services environment is preferred.
• Ability to work independently and take initiative.

Responsibilities

• Provide on-site IT support to attorneys and staff.
• Troubleshoot hardware/software issues.
• Provision laptops and desktops using Intune.

Skills

IT support experience

Customer service

Problem-solving skills

Communication skills

Microsoft Office proficiency

Windows OS support

Videoconferencing support

Tools

Citrix XenDesktop

iManage

Adobe

Job description

Foley Hoag, a highly regarded and dynamic international law firm, seeks an End‑User Support Specialist to provide on‑site IT support to the attorneys and staff in the Washington D.C. office of the firm. The End‑User Support Specialist will demonstrate outstanding customer service, provide responsive deskside and A/V support, advocate for user needs, and collaborate with IT teams across other offices and remote locations to resolve issues. The ideal candidate for this position will bring experience working autonomously in fast‑paced environments, familiarity with networks, applications, hardware, and strong critical‑thinking skills needed to identify issues quickly and elevate as necessary.

This role requires 100% on‑site presence in our Washington D.C. office with the potential for hybrid work opportunities depending on the required business needs as determined by your supervisor. This position is overtime eligible and, occasionally, responsibilities may fall outside of traditional working hours.

Responsibilities

• Provision and image laptops/desktops using Intune; configure loaner devices and mobile devices for employees
• Move PC equipment; swap internal components such as memory, hard drives, as needed
• Troubleshoot hardware/software issues and work with other IT teams to resolve problems
• Troubleshoot printing issues
• Meeting and Event Conferencing support
• Maintenance and troubleshooting of conference room hardware and software devices
• Working directly with AV Manager and AV team to support end user needs
• Manage vendors when needed on site
• Troubleshoot local network issues ranging from bad network cable to workstation connectivity, network switch malfunctions, and server failures
• Maintain and track IT assets and inventory for the DC office
• Move/maintain/lift server equipment out of/into racks for replacement and upgrades
• Liaison with users and the IT Operations group in the Boston office when needed
• Train users in the firm’s core software applications, as required
• Provide in‑person training for core applications and IT policies in coordination with the training manager
• Coordinate all technology requirements for attorneys engaged in international travel
• Provide document scanning training and support
• Track and document support issues in ticketing system
• Complete system updates and reboots as needed; flexibility to work outside standard business hours may be required
• Ensure technology policies and security procedures are understood and followed by DC users
• Support in coordination of key IT initiatives impacting the DC office
• Occasionally assist with off‑site support at hearings, World Bank etc.
• Other duties as assigned

Qualifications

• At leastfiveyears' experience in IT support role; prior experience in legal or financial services environment is highly desired
• Excellent communication skills and ability to work independently
• Outstanding customer service mentality and strong critical thinking and problem‑solving skills; demonstrated track record of taking initiative to find creative solutions to IT issues
• Superb written and verbal communication skills; ability to build strong relationships with users across the Washington D.C. office
• Proficient in the use of Microsoft Office applications
• Knowledge supporting all Windows operating systems, iManage, ChangePro, Metadact, Innova, Adobe, Nuance and Mimecast
• Experience with Citrix XenDesktop and VPN environments
• Knowledge of laptop and desktop provisioning
• Familiarity with Cisco/Jabber telephone programming and troubleshooting
• Familiarity with videoconferencing hardware and software (including, but not limited to Zoom, Teams, Cisco, and Crestron)
• An appreciation for Foley Hoag’s core values of excellence, service ethic, collegiality, and inclusivity
• Ability to lift and carry up to 15lbs, with some stretching and bending required

Compensation range is $78,500.00 to $95,900.00 commensurate with related experience and qualification. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, specialty, and training. The above salary range (or hiring range) represents the firm's reasonable estimate of the range of possible compensation at the time of posting.

Foley Hoag LLP is an equal opportunity employer. This means that Foley Hoag LLP considers applicants for employment, and makes employment decisions without unlawful regard to sex, race, color, religion, citizenship, national origin, ancestry, sexual orientation, gender identity, age, marital or domestic partner/civil union status, military service, or veteran status, disability, and any other characteristic covered by applicable federal, state or local nondiscrimination laws.

Foley Hoag is committed to affording equal access to job opportunities to qualified applicants with disabilities. Individuals with a disability who require accommodation or assistance in the job application process for a posted position may contact [e-mail]. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.