IT Support Specialist

Finnegan, Henderson, Farabow, Garrett & Dunner, LLP; Washington (District of Columbia); On-site; USD 80,000 - 89,000; Full time

Job summary

Finnegan, Henderson, Farabow, Garrett & Dunner, LLP is seeking an IT Support Specialist to provide first-level on-site end-user support for firm hardware and software. The role focuses on prompt issue resolution in the Reston and Washington, DC offices, with occasional travel to other offices.

Strong communication and teamwork are essential, as is comfort working in a fast-paced legal environment. Qualifications include a high school diploma (Bachelor’s preferred) and at least two years in IT

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred
• A minimum of two years IT customer service experience in a law firm or professional services environment
• High-touch customer service skills with a professional demeanor
• Basic knowledge with laptop and printer repairs and ability to replace basic components
• Basic knowledge of video conferencing equipment
• Basic knowledge using and supporting Microsoft Office; SharePoint, OneDrive, PowerShell, Citrix, VPN, Teams, Zoom Webex and NetDocuments
• Basic knowledge of networking in an MS Server 2019 environment
• Excellent oral and written communication and interpersonal skills
• Ability to be a self-starter and to follow directions
• Ability to work with attorneys, clients, staff, vendors and peers
• Detail oriented with strong organizational skills
• Flexible attitude and ability to adapt to changing priorities
• Willingness to learn and take on advanced duties
• Ability to manage a diverse workload in a fast-paced environment

Responsibilities

• Proactively engages end users to resolve workstation issues to maximize productivity
• Responds to onsite end user support issues for events and meetings
• Handles phone, email, and in-person requests for technical support
• Tracks and documents issues in Service Now and escalates when needed
• Supports onboarding, office moves and visiting personnel
• Interacts with Reston office staff to ensure smooth technology use
• Assists with preventative maintenance and testing of software and hardware
• Coordinates with IT teams to streamline processes
• Performs after-hours and weekend support as needed
• May visit other offices for onsite assistance and inventory tasks
• Stays current on firm software and hardware through training

Skills

IT support

Customer service

Team player

Communication

Education

High school diploma

Bachelor's degree preferred

Tools

Microsoft Office

SharePoint

OneDrive

PowerShell

Citrix

VPN

Teams

Zoom

Webex

NetDocuments

Job description

About Us

Finnegan is more than just a law firm – we are a powerhouse of innovation and strategy growth. We pride ourselves on providing top-tier intellectual property services globally. Our success is rooted in our emphasis on relationships with our clients and each other. We care about every individual, and it is why many professionals have spent their entire careers at Finnegan.

Role Overview

The IT Support Specialist is responsible for providing first level on-site end user support for issues involving firm provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner.

Responsibilities

• Proactively engages end users to resolve workstation issues throughout the Reston office to maximize productivity and minimize downtime.
• Responds to onsite end user support issues regarding event or meeting concerns and facilitates the proper use of required technology to allow for a successful experience.
• Responds to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to assigned office IT GROUP e-mail alias.
• Tracks, documents, monitors, and completes all issues in Service Now to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution.
• Ensures equipment and associated technology is properly functioning for new hires, office moves and visiting personnel. Complete in person follow up with end users to ensure prompt resolution of operating problems, coordinating with other IT staff members as needed.
• Regularly interacts with Reston office personnel to ensure technology is functioning appropriately, updates are completed and provide guidance on ways to mitigate recurring issues.
• Assists with preventative maintenance and testing of software and hardware. Provides feedback as necessary.
• Coordinates with other internal Information Technology teams where overlap exists to develop efficient procedures and communications to stream-line processes and satisfy various department needs.
• Performs daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary, which may require short notice to travel to the office outside of normal business hours, travel to Attorney homes to provide support; participates in rotating on-call coverage with other team members.
• May occasionally visit other offices to provide onsite assistance and inventory tasks as needed with short notice.
• Stays current on the use of firm software and hardware; participates in training to maintain a high level of product knowledge.
• Other duties and special projects as assigned.

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred
• A minimum of two years IT customer service experience in a law firm or professional services environment; or combination of relevant education and/or training in a professional services environment
• High-touch customer service skills with a professional demeanor
• Basic knowledge with basic laptop and printer repairs and ability to replace basic components of a PC, Laptop, and Printer required
• Basic knowledge of using and supporting video conferencing equipment
• Basic knowledge using and supporting Microsoft Office; SharePoint, OneDrive, PowerShell, Citrix, VPN, Teams, Zoom Webex and document management systems such as NetDocuments
• Basic knowledge of networking in an MS Server 2019 environment
• Excellent oral and written communication (including spelling and grammar) and interpersonal skills are required. Comfortable interfacing directly with clients.
• Ability to be a self-starter, while also comfortable taking direction from others.
• Ability to deal courteously and efficiently with attorneys, clients, administrative and support staff, and outside vendors and professional peers.
• Willingness to be a team player on all department projects.
• Detail oriented, excellent organizational skills and ability to efficiently handle multiple tasks
• Flexible attitude and the ability to deal well with changing assignments and priorities. Strong sense of urgency and ability to work well under pressure, meet frequent and short deadlines, and prioritize multiple tasks.
• Willingness to learn and acquire advanced duties and provide support to varied team members.
• Ability to manage a diverse workload in a fast-paced, demanding environment

Join Finnegan where your skills will drive success of one of the world’s leading IP law firms.

The role is based in our Washington, DC office and requires an onsite work schedule five days per week. The base annual pay range for this role is between $38.60 to $43.08 per hour; roughly $75,000 to $84,000 equivalent. The base pay to be offered will vary and depend on skills and qualifications, experience, location and will also take into account internal equity. A full range of medical, financial and/or other benefits dependent on the position will also be offered.

Equal Employment Opportunity Statement:

Finnegan is an Equal Opportunity Employer. The firm is committed to providing equal employment opportunities to all applicants for employment, as defined by applicable state and federal laws, without regard to race, color, religion, sex, national origin, ancestry, age, sexual orientation, gender identity or expression, physical or mental disability, medical condition, military or veteran status, genetic information, marital status, pregnancy, childbirth, or related medical conditions, or any other protected status in accordance with all applicable federal, state and local laws. For candidates needing reasonable accommodations or assistance with the application process, please contact Human Resources at 202.216.5400.

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