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    Systems Support Specialist - Reston, United States - Finnegan

    Finnegan
    Finnegan Reston, United States

    3 weeks ago

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    Description


    The Reston, Virginia office of Finnegan, Henderson, Farabow, Garrett & Dunner, LLP, one of the world's leading and largest intellectual property law firms, is seeking a Systems Support Specialist.

    The Systems Support Specialist is responsible for providing on-site and remote end user support for all issues involving firm provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner.

    This position contributes 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
    Department Operations
    Resolves workstation issues throughout the organization to maximize firm-wide productivity and
    minimize system downtime.
    Acts as a resource to the other IT groups by assisting with workstation, application, and testing.

    Provides on-site and remote end users support for all issues involving firm provided hardware(desktop, laptop, and mobile) and software in a timely and efficient manner.

    Provides multimedia meeting support as necessary to assist the Audio/Visual Support team,including the support of projectors and video & teleconference systems in a timely and efficientmanner.

    Responds to telephone, email, and in-person requests for technical support; including
    monitoring and responding to questions directed to assigned office IT GROUP e-mail alias.
    Tracks, documents, monitors, and completes all issues in IQ-track to ensure timely and
    effective resolution, escalating to others in IT Support and overall IT as necessary to realizeissue resolution.

    Works with staff and attorneys to ensure that they understand how to use the technology toolsavailable to them, to enable them to realize the highest level of productivity by minimizingrecurrence of use-related issues.

    Provides comprehensive incident support for customers at varied locations, including in-person,remote, and home office (as needed), including rapid problem resolution followed by root causeanalysis and knowledge transfer by notifying others as appropriate based on problemdocumentation and escalation procedures.

    Runs diagnostic tests to isolate system problems and makes recommendations for potentialsolutions.
    Installs, maintains, and upgrades equipment and its associated infrastructure as needed;
    investigates hardware problems and performs repairs as necessary; responds to equipmentsetup requests in a timely and proficient manner.
    Maintains inventories and interacts with vendors as necessary to contract technology suppliesand services.
    Assumes responsibility for essential and accurate software administration as required.
    Develops instructions and procedures for software installations and configurations, enabling knowledge sharing across the department.

    Coordinates with other internal Information Technology teams where overlap exists to developefficient procedures and communications to stream-line processes and satisfy variousdepartment needs.

    Performs daytime, evening, after-hours, weekend, holiday, and/or emergency closure end usersupport as necessary, which may require short notice to travel to the office outside of normalbusiness hours; participates in rotating on-call coverage with other team members.

    May occasionally visit assigned offices to provide onsite assistance and inventory tasks as
    needed with short notice.

    Stays current on the use of firm software and hardware; participates in training to maintain ahigh level of product knowledge.

    Ensures that all assistance provided is in compliance with department policies, procedures, andstandards; promptly informs appropriate departments of any hardware, software, or practiceswhich are non-compliant with firm or department policy.

    Assists in testing new software & hardware and provides feedback as necessary.
    Contributes to the firm's Service Excellence initiative to consistently improve its image internallyand externally.
    Displays professionalism, quality service and a "can do" attitude to internal

    members/departments of the firm as well as external clients and vendors via electronic andprint correspondence, over the telephone and in-person.

    Other duties as assigned.
    Qualifications
    High school diploma or equivalent required; Bachelor's degree preferred
    Minimum of 5 years of experience in Windows workstation implementation, management, andsupport preferably in the professional services industry
    Current certifications in relevant technologies such as Microsoft Windows 10 MCSA, CompTIA Network+ and A+ preferred
    Ability to provide technical guidance and explain advanced concepts to others in the work areavia strong written and oral communications
    Experience using and supporting Windows; MS Office and MS Office 365; SharePoint, Teams,Zoom, and Skype for Business; and document management systems such as NetDocumentsrequired
    Basic knowledge of Networking in an MS Server 2008 or 2012 environment required
    Experience with basic laptop and printer repairs and ability to replace basic components of aPC, Laptop, and Printer required
    Experience using and supporting video conferencing equipment preferred
    Experience with Citrix, PGP, Elite, Carpe Diem, Aderant and Relativity is a plus
    Ability to deal courteously and efficiently with attorneys, administrative and support staff, andoutside vendors and professional peers
    Ability to work under pressure, meet frequent deadlines, and prioritize multiple tasks
    Willingness to be a team player

    Equal Employment Opportunity Statement:
    Finnegan is an Equal Opportunity Employer.

    The firm is committed to providing equal employment opportunities to all applicants for employment, as defined by applicable state and federal laws, without regard to race, color, religion, sex, national origin, ancestry, age, sexual orientation, gender identity or expression, physical or mental disability, medical condition, military or veteran status, genetic information, marital status, or any other protected status in accordance with all applicable federal, state and local laws.

    For candidates needing reasonable accommodations or assistance with the application process, please contact Human Resources at

    #J-18808-Ljbffr
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