IT Technician - Desktop Support

DLA Piper is, at its core, bold, exceptional, collaborative and supportive.  Our people are the backbone, heart and soul of our firm.  Wherever you are in your professional journey, DLA Piper is a place you can engage in meaningful work and grow your career.  Let’s see what we can achieve. Together.

Summary     

Provides desk-side computer support, including hardware and software assistance, to end users.

Location 

This position is located in our Boston office.         

Responsibilities   

• Installs standard software of firm computers.

• Provides technology support and service to employees and clients.

• Installs and setup of hardware to include desktops, laptops, Wyse terminal, printers, etc.

• Setup and support of firm & personally owned mobile devices.

• Images computers from the network imaging server and installs post-image software specific to the user's needs.

• Resolves service issues, including troubleshooting and repairing network connectivity issues, hard drive and display failures, and printer problems. Provides alternate, loaner equipment to ensure minimum disruption of work time.

• Completes assigned firm-wide rollouts and upgrades. Schedules time with employee to collect old equipment, re-configure and replace with new equipment.

• Participates in firm-wide roll-outs by providing pre- and post-migration support.

• Maintains inventory of hardware devices such as laptops, desktops, monitors and mobile devices.

• Handles onboarding and offboarding of employees, including training on appropriate use of hardware and software, including VPN and remote access. Configuring equipment upon allocation/return, ensuring all department backup procedures are followed.

• Monitors ticket queue: documents problem resolution and works to ensure appropriate knowledge transfer to other technicians and responds to user communications for support requests.

• Provides after hours support, usually by phone, during on-call rotation. Travels to office during late or weekend hours as needed.

• Flexibility to work overtime, including nights and weekends as needed. Serves as essential personnel during emergencies and/or inclement weather.

• Performs regular meeting setups in accordance with firm standards to include the setup of video conferences, projectors, loaner equipment, and network connections for usage and presentations.

• Assists Level 3 teams on specialized processes when required.

• Other duties as assigned.

Desired Skills    

Must have experience and/or knowledge of MS Windows, Office, device configuration, troubleshooting, OS configuration, network printing, and the installation of hardware and software. Excellent verbal and written skills. Strong organizational skills. Must be self-motivated, detail-oriented, and be able to work quickly and accurately. Strong customer service skills and ability to build relationships with business professionals. 

Minimum Education    

• High School or GED

Certificates 

• ComptTIA A+ or equivalent certificate.

Minimum Years of Experience   

•  2 years experiences providing support to end users, troubleshooting hardware/software issues and installing PC and peripheral equipment.

Essential Job Expectations    

While the specific job requirements of a DLA Piper position may vary depending upon scope of the job and area of specialty, there are certain universal requirements that are expected of all DLA Piper employees, which include but are not limited to:    

• Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties.    

• Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner.    

• Provide timely, accurate, and quality work product.    

• Successfully meet deadlines, expectations, and perform work duties as required.    

• Foster positive work relationships.    

• Comply with all firm policies and practices.    

• Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; (c) participating in meetings as needed.    

• Perform all other duties, tasks or projects as assigned.    

Our employees are expected to embrace and uphold our fi