Location: New York,NY, USA
ABOUT US For professional staff, Winston & Strawn presents an exciting opportunity to be a part of a leading global law firm. With our commitment to excellence, diversity, a collaborative work environment, and an emphasis on professional growth, Winston offers a platform for individuals seeking to advance their careers in a dynamic and rewarding environment. Winston is known for its collaborative and collegial culture. We believe teamwork is an essential component in providing high-quality legal services and we value the talents and skills of our entire professional staff team. SUMMARY: As a Technical Support Technician, you will leverage your IT expertise and customer service skills to provide comprehensive technical support within a law firm setting. Your role will be pivotal in ensuring client satisfaction by effectively resolving hardware and software issues and understanding the unique needs of a law firm's IT environment. DUTIES AND RESPONSIBILITIES: Investigate, troubleshoot, and proactively resolve all firm computer software and hardware problems, including recurring technical issues, to ensure smooth operations and recommend specific solutions to incidents. Possess an understanding of PC and network architecture and components. Strong understanding of Microsoft products and services including but not limited to Office Suite applications, Office 365.A thorough understanding of hardware and software configurations is necessary. Provide on-site and remote technical support, desk side training, and customer service for all Information Services related issues. Provide mobile device support to our customers including enrollment of devices in mobile device management and two-factor authentication environments. Open, review, resolve, and close group-assigned support tickets according to SLA's, while ensuring customer satisfaction through follow-up communications on resolved tickets and tracking all requests for service and support in the incident tracking software. Provide necessary audio-visual support and set up for a variety of office and client meetings, including video teleconferencing, audio bridging, projector setups, microphones, external speaker equipment, computers, and printers for conference room setups and other special installations Prevent loss of customer functionality with regular maintenance and use of tools to provide proactive support. Apply firm desktop and laptop imaging process, which includes data backup and configurations for new and existing users. Create, maintain, and update IT equipment in the Configuration Management environment. This includes asset tags, updates to customer associations, and off-site movement of firm issued hardware including phones, tablet and mobile devices. Responsible for participating in all on-going training deemed necessary by Technical Support Supervisor. Create and maintain in-house team documentation; these include but are not limited to, setup checklists, equipment summaries, and documentation for the IS Documentation Library. Participate in rotational weekend and after-hours on-call support as required. Responsible for deploying and recovering IT assets for new hires and terminations. Assist with lease returns, computer deployment, and equipment relocation. Monitor IS lease terminations and return equipment. Prepare end of life equipment for donation/disposal. Assistance with Information Services projects and rollouts. Perform other duties as assigned by the Technical Support Supervisor. BASIC QUALIFICATIONS: Associate's degree and at least one IT certification required. Bachelor's degree strongly preferred. Minimum of three (3) years of work experience in an information technology environment required. This is an in-office role and will be expected to be in the office 5 days per week. ADDITIONAL QUALIFICATIONS: Law firm experience strongly preferred. A strong audiovisual background is desired for this position. Experience managing and configuring AV systems for high profile events including depositions, trials, and mediations. IT certifications from vendors such as Microsoft or CompTIA strongly desired. COMPETENCIES: Adaptability: Ability to learn and embrace new skills and best practices as the position evolves and firm needs change. Collaboration: Ability to develop relationships and foster teamwork at all levels of the firm. Communication: Excellent oral and written communication skills. Excellent interpersonal skills and ability to work effectively with a diverse group of internal and external clients, attorneys, and staff. Ability to manage confidential information and sensitive situations with tact and discretion. Critical Thinking: Objectively analyzing complex technical problems, evaluating logical solutions, and making informed decisions. Excellence: Strong organizational skills and attention to detail. Reliability, flexibility, and adaptability in a team and service-oriented environment. Ability to organize, prioritize, and multi-task in a time-sensitive environment while maintaining the highest standards of work quality. Ability to produce quality work in a fast-paced dynamic environment, including prioritizing numerous tasks and completing them under time constraints. Ability to identify and accomplish long and short-term goals, projects, and activities Knowledge Base: Broad knowledge of Microsoft applications. Problem Solving Skills: Ability and confidence to identify and analyze issues, make decisions, and initiate actions/solutions. Agility to be able to respond to unexpected challenges, including proactively developing innovative solutions to complex problems while maintaining a professional demeanor. Objectively analyzing complex technical problems, evaluating logical solutions, and making informed decisions. Professionalism: Ability to maintain composure and demonstrate good judgment. Other: Ability to lift computer equipment or other bulky items up to 50 lbs. Must maintain regular and acceptable attendance at such levels as it is determined by the firm's discretion. Must be available and willing to work overtime, which may include evenings, weekends, and holidays as the firm determines is necessary or desirable to meet its business needs. BENEFITS Winston offers comprehensive benefits that provide a full spectrum of coverage and support for our full-time employees and their families. Additional information about benefits and rewards can be found here. SALARY New York based applicants only: The target annual salary range for this role is currently $90,000- $98,000 based on a regular, full-time schedule. The amount of compensation offered will be determined by several factors, including but not limited to experience, qualifications ,market data and internal equity. Total compensation includes a comprehensive healthcare benefits package, yearly retirement contribution, and may include an annual discretionary merit bonus. We value diversity in the workplace. EOE/Minorities/Females/Vets/Disabled (EOEEqual Opportunity Employer) LI-DC2