Senior IT Services Technician {16522]
2 months ago
Title: Senior IT Services Technician
Location: New York, NY or Palo Alto, CA
Must be authorized to work in the US
The Senior IT ServicesTechnician is responsible for leading local IToperations and providing a high-qualitytechnology experience for our lawyers, staff,practice groups, and clients.
This role servesas an extension to the Infrastructure,Applications, and Service Management ITteams, providing local technical knowledge,troubleshooting, and systems support.T
his role requires a solid technicalbackground across a wide range of Firmtechnology solutions, including but notlimited to end-user technology appliances(e.g., laptops and peripherals) along with theapplications and services that run on them,office devices and end-points (e.g., networkappliances, telecom/printer services), andconferencing capabilities (e.g., Audiovisualtechnologies).
The combination of technical acumen with a relentless customer focus, communicationskills, and a desire to help prevent/resolveissues enables the Senior IT ServicesTechnician to deliver a gold-standardtechnology experience for the regionaloffice(s) they support.
-Supports the IT Regional Manager to uphold the local IT experience, delivering a service that is bothresponsive to identified incidents and proactive incontinuously improving the Firm's technologysolutions.
-Serves as an extension of the Firm's IT Help Desk,leading L1 / L2 support at a local level for regionalstaff and providing continuity in escalation supportwith other IT service and solution teams.
-Leads the response for IT service and support calls inregional offices, providing technical support for localstaff.-Diagnoses and resolves technology problems reportedby end-users in a timely manner.
-Manages the lifecycle of regional technology, both forend-users as well as the Firm's offices and facilities.
-Configures and deploys end-user and office devices,including but not limited to laptops, printers, andhandheld devices as an extension of the centralizedDesktop Services team.
-Participates in identifying and supporting delivery of proactive maintenance and upgrades to Firmappliances and systems in partnership with ITsolution owners.
-Performs miscellaneous technical support tasks andspecial technical projects as assigned by the RegionalIT Manager.
-Supports the technology-related needs of Facility upgrade projects.
-Leads the identification of continuous improvementopportunities for tiered support services incoordination with Regional Management andcentralized IT teams.
-Supports the measurement and reporting of servicesto evaluate effectiveness and demonstrate value to theFirm.
-Proven experience with commonOperating Systems and software (e.g.,Windows 10 and later, Microsoft Office365 / 2021)
-Proven experience in troubleshooting andrepairing end user devices and appliances(e.g., PCs, Laptops, Printers)
-Experience with current PC imagingstandards, hardware configurations,memory configuration techniques, andperipheral hardware and software.
-Experience with Audio Visualconferencing technologies (hardware andsoftware.)
-Experience with routers, switches, andother networking equipment-Experience with secure LANinfrastructure, firewalls, and VPNtechnologies.-Experience with remote systems such asCitrix.-Experience with laptop lifecyclemanagement.-Knowledge and understanding ofnetworking infrastructure and devices.
-Knowledge of telephone / voicemailsystem configuration and administration
.-Knowledge of software applications andinstallation, ideally those common to aglobal law cation & Credentials-College degree is strongly preferred,ideally in Computer Science, InformationSystems, or a related technical discipline.
-Appropriate technical certification(s) arepreferred (e.g., MCSE, Cisco CCNA)
Knowledge & Experience
-5+ years of relevant experience, ideally in a large Law Firm setting, a comparableprofessional services organization, or alegal information services provider
Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer (EOE) who will provide equal employment opportunity to employees and applicants for employment without regard to race, ethnicity, religion, color, sex, pregnancy, national origin, age, veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability.
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