IT Technician

DLA Piper•Miami, FL

8d•Hybrid

About The Position

This position provides desk-side computer support, including hardware and software assistance, to end users. The role involves installing standard software, providing technology support and service to employees and clients (onsite and remote), and handling the installation, imaging, and setup of hardware such as desktops, laptops, and printers. The technician will also coordinate with vendors for repairs and support, set up and support firm & personally owned mobile devices, and resolve service issues including troubleshooting network connectivity, hardware failures, and printer problems. Additionally, the role includes providing alternate equipment, completing firm-wide equipment upgrades, participating in firm-wide roll-outs, maintaining hardware inventory, handling employee onboarding and offboarding (including training), reconfiguring equipment, monitoring ticket queues, documenting resolutions, and providing after-hours support during on-call rotations. Travel to the office during late or weekend hours may be required, along with flexibility for overtime, nights, and weekends. The technician will also serve as essential personnel during emergencies and set up and support meetings and firm-sponsored events. Assistance to Level 3 teams on specialized projects may also be required.

Requirements

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.
High School or GED
2 years' experience providing support to end users, troubleshooting hardware/software issues and installing PC and peripheral equipment.

Nice To Haves

CompTIA A+, Network+ certificate preferred.

Responsibilities

Installs standard software on firm computers.
Provides technology 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 employee to collect old equipment, re-configure and replace with new equipment.
Participates in firm-wide roll-outs 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 works 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.
Assists Level 3 teams on specialized projects when required.
Other duties as assigned.