The NashviThe Nashville Office is seeking a Technical Support Analyst to provide technical and user support. by performing the following representative duties; Assist with all technical support activities for the Office. Must be willing and able occasionally travel to other offices for training, major projects, or other firmwide IT Department needs. Assist the local office leadership team and Regional IT Manager in overseeing the office technology workload and ticket queues to ensure tasks are addressed to resolution. Work closely with other firmwide IT techs as necessary to assist and guide them with local technical issues and take proper steps to escalate to Regional Manager or Service Desk. Attend recurring meetings with other IT Personnel and/ IT Management to share knowledge and provide feedback regarding matters involving firm and Nashville Office IT Matters. Support off-hours needs related to moves, computer room upgrades, scheduled maintenance outages, projects and urgent user support matters. Provide end of shift report at the end of every workday to Regional Manager. Must be able to assist with occasional one-on-one user training. Initiate, complete and follow-through with all assigned and self-generated tickets. Assist with maintaining hardware inventory for all IT assets firmwide and in the NT Office, including Firm Owned and/or Issued Mobile Devices. Respond to and fulfill requests from other offices for items needed from Nashville inventory. Maintain IT Asset Management database to ensure it is kept current and accurate. Build firm standard PCs and laptops per firm guidelines. Organize, build and maintain proper loaner and hot-swap equipment and deliver to users on time per firm guidelines. Assist with maintaining printer maintenance records and inventory, swap printers as equipment reaches end of life and new equipment is received. Serve as a vendor contact for all printer problems. Provide mobile device support services and maintain inventory, for iPhones, Androids, and iPads in accordance with the firm's AirWatch program. Provide setup and support of remote access and two-factor authentication software (MFA). Possess previous knowledge and hands-on experience with audio visual set ups: Laptop/projector connectivity, Videoconferencing and teleconferencing set ups, and TVs, including Plasma, LCD, or LED. Solid hands-on experience with WIFI, laptop cards and hot spots. Install and test new hardware and software technology. Assist with telecommunications issues as requested by the Telecommunications team. Assist with LAN cabling patching and troubleshooting; and able to perform instructions remotely from firm wide network engineers. Complete workstation set-ups for new arrivals, visitors, etc. and complete equipment moves per determined schedule. Perform software installations and other tasks as requested by the Regional IT Manager or as required by customers. In rotation with other local IT staff, serve as 24/7 on-call emergency technician. Join recurring technical services team meetings. Conduct routine inspections of various IT spaces, e.g., conference rooms, visitor offices, MDF, IDF rooms. Provide support to the Discovery Attorney team related to hardware setups and network connectivity. Participate in major IT projects and rollouts, assuming a key role as directed by the Regional Manager or Director.
At least 5 years law office support experience is desired. Experience should be specific to providing technical support to the firm's users. A working knowledge of legal applications including document management systems are also highly desired. Comprehensive knowledge of Active Directory, Microsoft Office Suites 2010 and above is required. Possessing an A+ or a similar computer certificate or degree in computer sciences is a plus. Additional understanding of printers, remote access tools and mobile devices are required. A basic understanding of network engineering and IP-based telecommunications is required. This position involves overtime and/or shifts on weekends or corporate holidays when necessary. Although an occasional requirement, the successful candidate must be willing and able to travel to and work temporarily in other offices for brief periods of time, to domestic and international offices. Excellent organizational skills, customer service and desk side support skills are required. The successful candidate must be self-motivated and possess a high attention to detail. Must also possess excellent interpersonal, critical thinking and time management skills, as well as excellent oral and written communication skills. This position requires ability to lift up to 50 pounds unassisted and seek assistance with lifting heavier or large/bulky parcels. Walking and standing for up to 4 hours at a time in an 8.00 hour shift is required. Must not possess any condition that would inhibit the ability to stoop, squat, or crawl under desks in order to service computers.
Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.