IT Technician

DLA Piper•Boston, MA

2d•$38 - $49•Hybrid

About The Position

The IT Technician provides desk-side computer support, including hardware and software assistance, to end users. The position is based in DLA Piper’s Boston office and offers the opportunity for a hybrid work arrangement combining remote and in-office work. The specific arrangement will be determined at hiring and may be modified at the firm’s discretion. The technician supports employees and clients onsite and remotely by installing, configuring, maintaining, and troubleshooting computers, software, printers, mobile devices, and network connectivity. The role includes equipment deployment and upgrades, onboarding and offboarding support, ticket documentation, meeting and event technology support, vendor coordination, and assistance to Level 3 teams on specialized projects. The position participates in an after-hours on-call rotation, may require travel to the office during late or weekend hours, and requires flexibility to work overtime, including nights and weekends. The technician serves as essential personnel during emergencies or inclement weather. The role is primarily sedentary, with occasional lifting or moving of objects weighing up to 10 pounds, occasional walking and standing, and occasional domestic and international travel.

Requirements

High school diploma or GED.
Two years of experience providing end-user support, troubleshooting hardware and software issues, and installing PC and peripheral equipment.
Experience and/or knowledge of MS Windows, Office, device configuration, troubleshooting, operating system configuration, network printing, and hardware and software installation.
Excellent verbal and written communication skills.
Strong organizational skills.
Self-motivated and detail-oriented, with the ability to work quickly and accurately.
Strong customer service skills and the ability to build relationships with business professionals.
Ability to communicate effectively with clients, lawyers, business professionals, and external audiences; produce high-quality work; respond to correspondence promptly and professionally; meet deadlines; manage competing priorities; comply with firm policies and procedures; and maintain confidences in a law firm environment.
Flexibility to work overtime, including nights and weekends, as needed.

Nice To Haves

CompTIA A+ certification.
Network+ certificate.

Responsibilities

Install standard software on firm computers.
Provide technology support and service to employees and clients, both onsite and remotely.
Install, image, and set up desktops, laptops, and printers.
Coordinate with vendors for repairs and support.
Set up and support firm-owned and personally owned mobile devices.
Troubleshoot and resolve service issues, including network connectivity, hard drive and display failures, and printer problems; provide alternate or loaner equipment to minimize work disruption.
Complete assigned firm-wide equipment upgrades, including scheduling equipment collection, reconfiguration, and replacement with employees.
Participate in firm-wide rollouts by providing pre- and post-migration support.
Maintain inventory of hardware, including laptops, desktops, monitors, and mobile devices.
Handle employee onboarding and offboarding, including training on hardware and software use, MFA, and remote access, and reconfiguring equipment upon allocation or return.
Monitor the ticket queue, document resolutions, support knowledge transfer to other technicians, and respond to user support communications.
Provide after-hours support during the on-call rotation and travel to the office during late or weekend hours as needed.
Work overtime, including nights and weekends, as needed, and serve as essential personnel during emergencies or inclement weather.
Set up meetings according to firm standards, including arranging virtual meetings, loaner equipment, and network connections for presentations; support complex meetings and firm-sponsored events onsite and at remote locations.
Assist Level 3 teams on specialized projects when required.
Perform other duties as assigned.