IT Technician - Desktop Support

SupportFinity™; United States; On-site; USD 82,000 - 106,000; Full time

Job summary

DLA Piper is seeking an IT Technician to provide desk-side computer support, including hardware and software assistance, to end users in our New York office. You will install software and hardware, troubleshoot issues, manage mobile devices, coordinate with vendors, and support firm-wide migrations and on-call rotations.

Strong communication and customer service skills are essential. This role requires teamwork with Level 3 teams, adherence to firm policies, and the ability to work overtime

Qualifications

• Must have experience and/or knowledge of MS Windows, Office, device configuration, troubleshooting, OS configuration, network printing, and the installation of hardware and software.
• Excellent verbal and written skills.
• Strong organizational skills.
• Self-motivated, detail-oriented, and able to work quickly and accurately.

Responsibilities

• Installs standard software on firm computers.
• Provides technological support and service to employees and clients (onsite and remote).
• Installation, imaging and setup of hardware including desktops, laptops, and printers.
• Coordinate with Vendors for repairs and support.
• Set-up and support of firm & personally owned mobile devices.
• Resolves service issues including troubleshooting network connectivity, hard drive/display failures, and printer problems, with loaner equipment when needed.

Skills

MS Windows

Office

Device configuration

Troubleshooting

OS configuration

Network printing

Hardware installation

Software installation

Customer service

Education

High School or GED

CompTIA A+

Network+ certificate

Job description

DLA Piper is, at its core, bold, exceptional, collaborative and supportive. Our people are the backbone, heart and soul of our firm. Wherever you are in your professional journey, DLA Piper is a place you can engage in meaningful work and grow your career. Let’s see what we can achieve. Together.

Summary

As an IT Technician, in collaboration with and in support of the firm’s strategic initiatives, you would provide desk-side computer support, including hardware and software assistance, to end users.

Location

This position is located in our New York office.

Responsibilities

• Installs standard software on firm computers.
• Provides technological support and service to employees and clients (onsite and remote).
• Installation, imaging and setup of hardware to include desktops, laptops, and printers.
• Coordinate with Vendors for repairs and support.
• Set-up and support of firm & personally owned mobile devices.
• Resolves service issues, including troubleshooting and repairing network connectivity issues, hard drive and display failures, and printer problems. Provides alternate, loaner equipment to ensure minimum disruption of work time.
• Completes assigned firm-wide equipment upgrades. Schedules time with employees to collect old equipment, re-configure and replace with new equipment.
• Participate in firm-wide rollouts by providing pre- and post-migration support.
• Maintains inventory of hardware devices such as laptops, desktops, monitors and mobile devices.
• Handles onboarding and offboarding of employees, including training on appropriate use of hardware and software, including MFA and remote access. Reconfiguring equipment upon allocation or return.
• Monitors ticket queue. Documents problem resolution and work to ensure appropriate knowledge transfer to other technicians and responds to user communications for support requests.
• Provides after-hours support during on-call rotation. Travels to the office during late or weekend hours as needed.
• Flexibility to work overtime, including nights and weekends as needed. Serves as essential personnel during emergencies and/or inclement weather.
• Sets up meetings regularly as per firm standards, which includes arranging virtual meetings, loaner equipment, and network connections for presentations. Sets up and supports complex meetings. Supports firm-sponsored events both onsite and at remote locations.
• Assist Level 3 teams on specialized projects when required.
• Other duties as assigned.

Desired Skills

Must have experience and/or knowledge of MS Windows, Office, device configuration, troubleshooting, OS configuration, network printing, and the installation of hardware and software. Excellent verbal and written skills. Strong organizational skills. Must be self-motivated, detail-oriented, and be able to work quickly and accurately. Strong customer service skills and ability to build relationships with business professionals.

Minimum Education

• High School or GED.

Certificates

• CompTIA A+, Network+ certificate preferred.

Minimum Years Of Experience

• 2 years’ experience providing support to end users, troubleshooting hardware/software issues and installing PC and peripheral equipment.

Essential Job Expectations

• Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties.
• Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner.
• Provide timely, accurate, and quality work product.
• Successfully meet deadlines, expectations, and perform work duties as required.
• Foster positive work relationships.
• Comply with all firm policies and practices.
• Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; (c) participating in meetings as needed.
• Ability to work under pressure and manage competing demands in a fast-paced environment.
• Perform all other duties, tasks or projects as assigned.

Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Work Environment-The firm's work location requirements may be modified at the firm's discretion

• In-office presence required.

Disclaimer

The purpose of this job description is to provide a concise statement of the work elements and to organize and present the information in a standardized way. It is not intended to describe all the elements of the work that may be performed by every individual in this classification, nor should it serve as the sole criteria for personnel decisions and actions. The job duties, requirements, and expectations for this position may be modified at the Firm’s discretion at any time. This job description does not change the at-will nature of employment.

Accommodation

Reasonable accommodations may be made upon request to permit individuals with a disability to perform the essential functions and responsibilities of the position or to participate in the job selection process. If you have a request for an accommodation during the application process, please contact [e-mail].

Salary and Benefits

The firm’s expected hiring range for this position is $39.20 - $50.96 per hour depending on the candidate’s geographic market location. Non-exempt positions will be paid on an hourly basis and paid overtime in accordance with applicable laws.

No immigration sponsorship is available for this position.

The compensation offered for employment will also be dependent on other factors including the candidate’s experience, skills, educational and professional background, and overall qualifications.

• We offer a comprehensive package of benefits including medical/dental/vision insurance, and 401(k).

DLA Piper is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

About the company

DLA Piper