Technology Support Specialist

US Offices & Unit•Columbia, DC

2d•$62,000 - $99,200•Onsite

About The Position

Morgan, Lewis & Bockius LLP, one of the world’s leading global law firms with more than 4,000 lawyers and staff in 30 offices is seeking a Technology Support Specialist I to provide support for computer and/or audiovisual hardware of a basic to moderate nature to ensure end-user productivity and efficiency. This position will reside in our Washington, DC office. Reporting to our Sr. IT Manager, The Technology Support Specialist I will use basic troubleshooting techniques in order to provide accurate, timely and creative resolutions to hardware-related issues and some software-related issues. The Technology Support Specialist I serves as a liaison between hardware engineers within IT (including the Help Desk) and the end user community. Primary Functions and Responsibilities End-user Support (Basic) Responds to end-user hardware requests and performs restorative actions to resolve problems. Properly logs all requests, issues and their resolutions. Properly escalates critical issues to other local-team members or to Firm IT for level-3 support. Researches and locates available tools and processes to identify and avert troublesome trends as they develop. Responds to situations where standard procedures failed with hardware installations or upgrades. Actively participates (with testing and documentation) in software pre-pilots, pilots and roll-outs. Provides status reports to and communicates with the manager. Provides support for audiovisual and video conferencing systems and meetings. Administrative and Operations Responsibilities Unpacks, sets up, tests and installs all new equipment received by the local office. Tracks the type of equipment, the location of equipment and to whom the equipment is allocated. Performs all initial diagnoses of reported hardware errors to determine nature, possible cause and recommended course of action. Where possible, performs maintenance or recovery procedures to correct reported hardware errors. Contacts third-party maintenance personnel, when necessary, to service diagnosed hardware errors that cannot be resolved in-house. Performs standard preventive maintenance on specified equipment.

Requirements

Associate’s degree (A.A.) in a related field and minimum one year experience in hardware and basic software support at a professional services organization or equivalent combination of experience and education.
Strong customer service orientation, technical skills and interpersonal skills are required.
Working knowledge of office productivity software, the Microsoft operating system, and/or audiovisual technologies.

Responsibilities

Responds to end-user hardware requests and performs restorative actions to resolve problems.
Properly logs all requests, issues and their resolutions.
Properly escalates critical issues to other local-team members or to Firm IT for level-3 support.
Researches and locates available tools and processes to identify and avert troublesome trends as they develop.
Responds to situations where standard procedures failed with hardware installations or upgrades.
Actively participates (with testing and documentation) in software pre-pilots, pilots and roll-outs.
Provides status reports to and communicates with the manager.
Provides support for audiovisual and video conferencing systems and meetings.
Unpacks, sets up, tests and installs all new equipment received by the local office.
Tracks the type of equipment, the location of equipment and to whom the equipment is allocated.
Performs all initial diagnoses of reported hardware errors to determine nature, possible cause and recommended course of action.
Where possible, performs maintenance or recovery procedures to correct reported hardware errors.
Contacts third-party maintenance personnel, when necessary, to service diagnosed hardware errors that cannot be resolved in-house.
Performs standard preventive maintenance on specified equipment.