Senior Technician: Technical Support

Mayer Brown•Charlotte, NC

21d•$71,000 - $94,000•Onsite

About The Position

Mayer Brown is an international law firm positioned to represent the world's major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.We are a collegial, collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential all while supporting the Firm's client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our Charlotte office, as a Senior Technician: Technical Support. The Senior Technician: Technical Support provides office-based technology setup and support, troubleshooting custom applications, systems, and hardware issues. They serve as a project resource and collaborate with peers, to deliver seamless, innovative technology services aligned with the Firm's strategic goals. This role also champions the adoption of new technologies—including AI—by optimizing workflows and supporting change management initiatives.

Requirements

University degree in a related field is preferred. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job
Law firm experience is preferred
Demonstrated advanced proficiency in Microsoft Office products, ensuring efficient use of productivity applications across the organization
Provides expert hardware support including installation, maintenance, and repair of desktops, laptops, printers, and mobile devices, ensuring minimal downtime and optimal device performance
Manages the imaging and configuration of PCs to meet organizational standards, preparing devices for deployment and maintaining consistency across assets
Maintains strong knowledge of asset management practices, tracking and managing hardware inventory throughout its lifecycle
Possesses advanced understanding of Windows 11 operating system administration, including configuration, updates, and user account management
Ensures compliance with security protocols through expertise in document encryption, compression tools, and metadata management systems
Supports advanced desktop activities involving Active Directory, Exchange, TCP/IP, DNS, DHCP, and VPN technologies
Proficient in application support, including troubleshooting and resolving software issues for end users
Knowledge of related problems with OS and registries
Knowledge of document management systems and e-filing processes
Demonstrates strong written and verbal communication skills, effectively conveying technical information to clients and colleagues at all levels of the organization
Communicates in a professional manner with internal teams and external vendors, ensuring clarity and accuracy in all interactions
Performs well under pressure, consistently meeting deadlines while adapting to shifting priorities
Exhibits self-motivation and initiative, proactively identifying and addressing technical issues
Provides exceptional customer service by anticipating client needs and exercising independent judgment
Maintains a high level of attention to detail, ensuring accuracy in troubleshooting and documentation
Employs excellent organizational skills to manage multiple projects, tasks, and support requests simultaneously
Upholds confidentiality and discretion when handling sensitive information
Collaborates as a team player, contributing to a positive and productive work environment
Manages difficult customer interactions and situations with empathy, professionalism, and composure

Responsibilities

Proactively collaborate with internal and external clients to understand evolving technology needs and deliver tailored solutions
Lead initiatives to streamline and optimize business workflows through the adoption of new technologies, including automation and AI-driven tools
Develop and maintain a strong working relationship with AI tools (e.g., Copilot, ChatGPT) to enhance business processes
Provide guidance and support to lawyers and business professionals adopting new systems and workflows, ensuring smooth transitions and high user engagement
Stay ahead of emerging technology trends, recommending and piloting innovative solutions that drive competitive advantage
Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation, and resolution
Update and manage all escalated tickets in accordance with local, regional, and global standards and processes using ServiceNow cloud platform
Collaborate with the team to manage all local hardware assets and assist with hardware upgrades and tracking using ServiceNow cloud platform
Repair and maintain all Firm-supported laptops, desktops, printers, and video equipment in accordance with firm standards
Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)
Provide in-room support and troubleshooting for audio visual/video conferences, meetings, and events utilizing video conferencing platforms and systems from Cisco, Webex, Zoom, Microsoft Teams, and other virtual platforms
Provide programming and move/add/change support for office phones (where applicable)
Under general supervision, monitor, document, and update existing network systems and local server hardware and assist in implementation of updates and problem resolution
Successfully meet timelines and/or budgets for assigned projects
Participate as required in moving users to other offices or floors
Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
Collaborate effectively with team members to achieve departmental objectives and support cross-functional initiatives
Represent the IT department with professionalism and a customer-focused approach, ensuring positive interactions with internal and external clients
Update and contribute to the Knowledge base to share expertise
Function as a technology resource to the Firm for industry trends, technology implementations (hardware and software), and change management issues
Provide high levels of customer support by being responsive, communicating proactively and managing expectations
Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management
Adhere to all IT and user quality assurance policies and practices
Adhere to all Firm and IT security policies and practices
Provide support on an overtime basis as needed to support technical issues within the Firm
Provide on-call support as part of an agreed schedule
Maintain regular and on-time attendance to ensure consistent support and service delivery
Provides excellent 2nd line/desk side incident, problem, and request management support in accordance with documented processes
Resolution of all escalated Service Desk tickets and associated customer expectation management
Effective and proactive communication of problems/issues that impact business (e.g., outages)

Benefits

We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth.

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