Specialist, Regional IS Office - Boston, United States - Weil Gotshal

Description

Weil seeks the best and brightest talent to join our Administrative Staff team. Our employees are the future of Weil so we invest in their training and development. Our environment embraces and encourages positive-minded professionals who seek to be challenged and acquire knowledge and skills in an atmosphere built on teamwork. Highly skilled and knowledgeable Administrative Staff assist our attorneys in successfully meeting and exceeding client needs and are vital to the overall success of the Firm.

Job Description
Responsible for providing customer support in the local office-computing environment and providing maintenance and support for local area network and Weil office systems and applications.
Primary Responsibilities and/or Essential functions:

• Provide 1st & 2nd level customer support for all IS issues, using the Incident Management System (IMS) to record, assign & resolve issues
• Record all changes to all hardware assets in the Asset Management System (AMS)
• Configure, test for quality assurance, deploy and support computers, smartphones, voicemails, printers and other hardware provided by Weil.
• Support all Weil remote access & remote computing solutions to non-Weil computers, tablets & smartphones, including Citrix, Outlook Web Access, secure email, Virtual Machines and other solutions as they become available
• Provide setup and support for A/V issues in office, including meetings and presentations
• Provide IS orientation for new hires and trainings as needed for local employees
• Learn & support new technology in order to support business needs
• Participate in IS meetings & calls, as required
• Utilize and support Zoom technologies
• Create and keep current office-specific IS procedures in the IS Knowledgebase
• Additional responsibilities that account for 25% or more of the work performed, including
  • Maintenance and support for LAN & network infrastructure
  • Develop and deliver learning content for the office and firm IS environment, working with the IS Training teams and others to identify awareness and learning opportunities
  • Serve as escalation point for issues for local IS team and customers, including utilizing 2nd & 3rd level teams and IS Manager, when required
  • Local office account troubleshooting for new hires, terminations and other account changes
  • Audit and validate the AMS for all Weil computing hardware in the office
  • Manage ongoing support issues, problems and resources via reporting and analysis in IMS
  • Validate software and hardware compliance with available tools.
• Provide support for special projects as requested by manager or other office leadership
• Position may occasionally require working past scheduled hours in order to complete help desk support and/or provide department coverage

Knowledge, Skills & Abilities:

• 3+ years of professional experience within a fast-paced, high-pressure professional services environment.
• Strong knowledge of Microsoft Windows & Office Suite, Document Management, Web Apps, Citrix, VPN, Smartphones. Apple OS & Virtual Machine knowledge is a plus.
• Solid understanding of TCP/IP Networks and network security.
• Ability to organize and prioritize numerous tasks and complete them under time constraints and respond with the appropriate level of urgency.
• Interpersonal skills necessary in order to communicate in person, by e-mail and telephone and follow the instruction effectively from a diverse group of clients, attorneys and staff and provide information with ordinary courtesy and tact.
• Ability to communicate effectively with customers and upper management, and develop and maintain good working relationships with other members of IS and practice areas.
• Strong analytical and problem-solving skills in a sometimes high-pressure environment.

Education/Certifications:

• Bachelor's, Technical degree or seven years network and professional computer support experience.
• IT certifications a plus.

Competencies:

• Accepts responsibility for the quality and timeliness of work; understands how performance affects business results. Consistently strives to improve performance. Adheres to Firm policies. Manages PTO, punctuality, My Time/DTE entries where appropriate.
• Analyzes problems, develops effective solutions and understands implications of solutions. Makes appropriate and timely decisions.
• Communicates clearly and concisely in written/verbal communications. Proactively communicates to facilitate work, teamwork and efficiency. Chooses appropriate communication tools and utilizes technology to facilitate communications where appropriate.
• Conveys a positive image of the Firm. Responds professionally, thoroughly, and courteously to internal/external clients. Produces high quality work; is efficient, accurate and has good attention to detail; displays high level of personal integrity.
• Works effectively with co-workers as part of the team to get the job accomplished. Flexible and open-minded; values diversity. Actively listens and interacts with others in a tactful, respectful, and positive manner.

PHYSICAL REQUIREMENTS

• Ability to push and pull equipment or boxes weighing up to 25 pounds and ability to retrieve and replace objects from shelves of up to 8 feet high.
• Work occasionally requires more than 35 hours per week to perform the essential duties of the position; may require irregular hours.

Weil, Gotshal & Manges LLP offers a competitive compensation package comprised of base pay and discretionary year-end bonus for eligible employees. Benefits include, but are not limited to medical, dental, vision, disability coverage, life insurance, flexible spending plan and a 401K plan. Weil also offers generous paid time off and holidays. All decisions affecting employment at Weil, Gotshal & Manges LLP are made on the basis of qualification, performance and other pertinent work-related factors, and without discrimination against any person on the basis of race, color, sex, age, religion, national origin, disability, marital status, sexual orientation, gender identity or expression, pregnancy, veteran's status, genetic information or any other legally protected status.