Sr. Technician, IS Regional Office

Weil, Gotshal & Manges LLP•Washington, DC

31d•$44 - $49•Onsite

About The Position

Responsible for delivering high-touch, white-glove technology support within the local office environment. This role provides desk-side technical support, proactive floor engagement, and guidance to attorneys and staff on Firm technologies and applications. The technician serves as a visible technology resource within the office, ensuring reliable operation of Firm systems while promoting effective and confident use of technology through hands-on assistance and informal instruction.

Requirements

5+ years of professional experience within a fast-paced, high-pressure professional services environment.
Strong knowledge of Microsoft Windows & Office Suite, Document Management, Web Apps, Citrix, VPN, Smartphones.
Solid understanding of TCP/IP Networks and network security.
Ability to organize and prioritize numerous tasks and complete them under time constraints and respond with the appropriate level of urgency.
Interpersonal skills necessary in order to communicate in person, by e-mail and telephone and follow the instruction effectively from a diverse group of clients, attorneys and staff and provide information with ordinary courtesy and tact.
Ability to communicate effectively with customers and upper management, and develop and maintain good working relationships with other members of IS and practice areas.
Strong analytical and problem-solving skills in a sometimes high-pressure environment.
Demonstrated ability to deliver white-glove customer service in a professional services environment (law firm, consulting, finance, or similar).
Ability to confidently explain technology concepts to non-technical users, providing clear and patient guidance to attorneys and staff.
Strong interpersonal presence with the ability to build trust and credibility with attorneys and senior professionals.
Bachelor's, Technical degree or five years network and professional computer support experience.

Nice To Haves

Apple OS & Virtual Machine knowledge is a plus.
IT certifications a plus.

Responsibilities

Provide white-glove desk-side support to attorneys and staff, delivering responsive, professional, and discreet technical assistance.
Conduct regular floor walks and proactive user engagement to identify issues early, assist with technology usage, and strengthen relationships with attorneys and staff.
Provide informal coaching and guidance to users on Firm applications and technology tools to improve productivity and adoption.
Act as a technology ambassador within the office, promoting effective use of Firm systems and identifying opportunities to improve the user experience.
Assist attorneys and staff with conference room technology, hybrid meetings, and presentations, ensuring a seamless meeting experience.
Escalate systemic or recurring issues appropriately to centralized engineering teams while ensuring local user impact is mitigated.
Provide discreet and professional support in attorney offices and practice areas, maintaining awareness of confidentiality requirements and minimizing disruption to client work.
Support technology adoption initiatives by assisting users with new tools, upgrades, and workflow changes.
Provide 1st & 2nd level customer support for all IS issues, using the Incident Management System (IMS) to record, assign & resolve issues
Record all changes to all hardware assets in the Asset Management System (AMS)
Configure, test for quality assurance, deploy and support computers, smartphones, printers and other hardware provided by Weil.
Support telecoms and voicemail moves, adds & changes
Support all Weil remote access & remote computing solutions to non-Weil computers, tablets & smartphones, including Citrix, Outlook Web Access, secure email, Virtual Machines and other solutions as they become available
Provide setup and support for A/V issues in office, including meetings and presentations
Provide IS orientation and training for new hires
Learn & support new technology relating to Weil in order to provide support
Participate in IS meetings & calls, as required
Provide on-call and after hours assistance for local office
Identify and document office-specific IS procedures in the IS Knowledgebase