The Washington DC office of Finnegan, one of the world's leading and largest intellectual property law firms, is seeking a System Support Specialist to join our dynamic IT department. This person will participate in rotating on-call coverage with other team members, contribute to the firm's Service Excellence initiative to consistently improve its image internally and externally and display professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.
Responsibilities include: providing on-site and remote end users support for all issues involving firm provided hardware (desktop, laptop, and mobile) and software, and multimedia meeting support to assist the Audio/Visual Support team; responding to telephone, email, and in-person requests for technical support; tracking, documenting, monitoring, and completing all issues in IQ-track; providing comprehensive incident support for customers both in-person and remotely; running diagnostic tests to isolate system problems and making recommendations for potential solutions; installing, maintaining, and upgrading equipment and its associated infrastructure as needed; investigating hardware problems and performing repairs as necessary; maintaining inventories and interacting with vendors as necessary to contract technology supplies and services; developing instructions and procedures for software installations and configurations; coordinating with other internal Information Technology teams to develop efficient procedures and communications to stream-line processes and satisfy various department needs; performing daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary; ensuring that all assistance provided is in compliance with department policies, procedures, and standards; testing new software & hardware and providing feedback, and other duties and special projects as assigned. Participates in rotating on-call coverage with other team members.
Successful candidates must have a high school diploma or equivalent; Bachelor’s Degree preferred, and a minimum of 3 years of IT customer service experience in a professional services firm. Experience using and supporting Windows 7 and Windows 8, Office 2010, 2007, and MS Office 365, SharePoint, and Skype for Business; document management systems such as iManage, a basic knowledge of Networking in an MS Server 2008 or 2012 environment, experience with laptop and printer repairs and ability to replace basic components of a PC, Laptop, experience using and supporting video conferencing equipment is required; experience with Citrix, PGP, Elite, Carpe Diem, and Relativity is a plus. Must have the ability to deal courteously and efficiently with attorneys, administrative and support staff, and outside vendors, work well under pressure, meet frequent deadlines, and prioritize multiple tasks.
The firm offers an excellent compensation and benefits package and is an equal opportunity employer.