Senior IT Services Technician

The Senior IT Services Technician is responsible for leading local IT operations and providing a high-quality technology experience for our lawyers, staff, practice groups, and clients. This role serves as an extension to the Infrastructure, Applications, and Service Management IT teams, providing local technical knowledge, troubleshooting, and systems support.

This role requires a solid technical background across a wide range of Firm technology solutions, including but not limited to: end-user technology appliances (e.g., laptops and peripherals) along with the applications and services that run on them, office devices and end-points (e.g., network appliances, telecom / printer services), and conferencing capabilities (e.g., Audio Visual technologies).

The combination of technical acumen with a relentless customer focus, communication skills, and a desire to help prevent / resolve issues enables the Senior IT Services Technician to deliver a gold-standard technology experience for the regional office(s) they support.

• Supports the IT Regional Manager to uphold the local IT experience, delivering a service that is both responsive to identified incidents and proactive in continuously improving the Firm’s technology solutions
• Serves as an extension of the Firm’s IT Help Desk, leading L1 / L2 support at a local level for regional staff and providing continuity in escalation support with other IT service and solution teams
• Leads the response for IT service and support calls in regional offices, providing technical support for local staff
• Diagnoses and resolves technology problems reported by end-users in a timely manner
• Manages the lifecycle of regional technology, both for end-users as well as the Firm’s offices and facilities
• Configures and deploys end-user and office devices, including but not limited to laptops, printers, and handheld devices as an extension of the centralized Desktop Services team
• Participates in identifying and supporting delivery of proactive maintenance and upgrades to Firm appliances and systems in partnership with IT solution owners
• Performs miscellaneous technical support tasks and special technical projects as assigned by the Regional IT Manager
• Supports the technology-related needs of Facility upgrade projects
• Leads the identification of continuous improvement opportunities for tiered support services in coordination with Regional Management and centralized IT teams
• Supports the measurement and reporting of services to evaluate effectiveness and demonstrate value to the Firm
• Participates in identifying known technology problems, partnering with IT teams to both remediate and document knowledge articles to prevent issues from arising in the future
• Participates in administrating, monitoring, troubleshooting, and supporting the Firm’s regional endpoints, appliances, and devices
• Serves as an extension of the centralized AV team as needed to enable Firm collaboration and conferencing
• Maintains departmental records in accordance with policies and procedures
• Submits all required paperwork and reports accurately and on time
• Operates well without specific direction and close supervision, supports junior staff as applicable / needed
• Manages maintenance contracts with various vendors as an extension of the Regional IT Manager
• Works well as part of a team on technical projects
• Recognizes the importance of effective client service and presents the Firm in a positive light
• Successfully sets priorities, performs tasks in an orderly fashion, and meets time deadlines
• Keeps scheduled appointments, reports for work on time, and maintains good attendance with valid reasons for absences
• Maintains personal appearance and conduct appropriate for a professional services environment at all times
• Stays current with changing priorities; willing and able to take on new tasks and responsibilities and learn new technology

Education & Credentials:

• College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical discipline
• Appropriate technical certification(s) are preferred (e.g., MCSE, Cisco CCNA)
• Knowledge & Experience
• 5+ years of relevant…