Williams & Connolly LLP is hiring: Hardware and Trial Services Technician in Was

Overview

Williams & Connolly LLP is seeking an outgoing, service-oriented Hardware & Trial Services Technician. Under the direction of the IT Support Operations Manager, this role supports and maintains the firm\'s technology and equipment, including desktops, laptops, mobile devices and peripherals, and provides exceptional technical support to trial teams. The technician will respond to end-user requests submitted by email, support tickets, telephone, and in-person.

Responsibilities

IT Trial Support

• Travel to trial locations across the country and internationally as required
• Ensure all necessary IT equipment and infrastructure are securely transported, set up and operational at trial sites
• Provide exceptional technical support during trials, including troubleshooting and maintenance
• Plan and execute the setup of IT infrastructure at trial or remote sites to provide an efficient, effective and secure working environment for trial teams (setup includes routers and switches, all hardware workstation equipment and access points)
• Ensure proper break-down and packing of IT equipment post-trial
• Proactively monitor technology systems during trials to identify potential issues
• Diagnose and troubleshoot technology problems to minimize disruption to trial proceedings
• Ensure optimal performance and availability of technology systems throughout trials

IT Hardware Support

• Support and maintain in-house technology, equipment and IT assets including desktops, laptops and peripherals
• Respond to incoming telephone calls, e-mails, support tickets, and in-person requests for technical assistance related to various types of hardware
• Enter all support requests into the Help Desk ticketing system and prioritize, escalate, and monitor open requests until resolved
• Maintain, operate, install, configure, test, and troubleshoot hardware including printers, scanners, audio-visual equipment, and other peripherals
• Manage and update all hardware assets in the asset inventory system
• Analyze, diagnose, and resolve hardware problems to ensure optimal performance and availability
• Research, evaluate and recommend new technology solutions and hardware platforms based on attorney work needs and the firm\'s business requirements

Requirements

The hours for this position are 8:30 a.m. - 5:00 p.m., Monday through Friday; however, candidates must have the flexibility to travel as necessary to remote trial sites to provide trial team technology support. Trial work hours are typically long and require dedication and extreme focus. While not traveling for trial, this position is onsite Monday - Friday. This will include working varied hours as needed, including on weekends, to complete hardware and trial-specific projects and tasks in a timely manner. The ideal candidate will have exceptional customer service skills, strong interpersonal and oral communication skills, along with proven analytical and problem-solving abilities. Qualified applicants must be motivated, enjoy technology and possess a strong desire to provide excellent customer service. The ability to communicate professionally and provide desk-side support is a requirement. Knowledge of Windows 10 is required and additional experience with Windows 11 is a plus. Basic network and computer troubleshooting skills are also required. Candidates must have at least three years of hardware troubleshooting and general IT support experience. Ideal candidates will have experience in an IDF closet configuring switches, server administration, and may have A+, Net+ certifications (strongly preferred). Physical requirements include the ability to lift and carry equipment weighing up to 35 lbs., and to bend and kneel under desks during equipment installation. Employees must be able to perform the essential functions of this position with or without reasonable accommodation.

This is a non-exempt position. The anticipated hourly wage for this position is $48.71 - $56.41, which equates to $95,000 - $110,000 on an annual basis based on a standard 1,950-hour annual work schedule. The final offer amount depends on factors including, but not limited to, years of experience, education, and other relevant skills and qualifications. Williams & Connolly offers competitive compensation and benefit packages.