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Senior IT Services Technician

2 months ago

Palo Alto, California, United States Covington & Burling LLP Full time
Job Summary

The Senior IT Services Technician is a key member of our IT team, responsible for delivering exceptional technology experiences to our lawyers, staff, and clients. This role requires a strong technical background, excellent communication skills, and a customer-focused approach.

Key Responsibilities
  • Support the IT Regional Manager in upholding the local IT experience, ensuring a responsive and proactive service.
  • Lead L1/L2 support at a local level, providing continuity in escalation support with other IT teams.
  • Diagnose and resolve technology problems in a timely manner, ensuring minimal disruption to our operations.
  • Manage the lifecycle of regional technology, including end-user devices and office equipment.
  • Configure and deploy end-user devices, including laptops, printers, and handheld devices.
  • Participate in identifying and supporting proactive maintenance and upgrades to Firm appliances and systems.
  • Perform miscellaneous technical support tasks and special projects as assigned by the Regional IT Manager.
  • Support technology-related needs of Facility upgrade projects.
  • Lead the identification of continuous improvement opportunities for tiered support services.
  • Support the measurement and reporting of services to evaluate effectiveness and demonstrate value.
  • Participate in identifying known technology problems and documenting knowledge articles to prevent future issues.
  • Administer, monitor, troubleshoot, and support regional endpoints, appliances, and devices.
  • Serve as an extension of the centralized AV team as needed to enable Firm collaboration and conferencing.
  • Maintain departmental records in accordance with policies and procedures.
  • Submit required paperwork and reports accurately and on time.
Requirements
  • College degree in Computer Science, Information Systems, or a related technical discipline is strongly preferred.
  • Appropriate technical certification(s) are preferred (e.g., MCSE, Cisco CCNA).
  • 5+ years of relevant experience, ideally in a large Law Firm setting or a comparable professional services organization.
  • Proven experience with common Operating Systems and software (e.g., Windows 10 and later, Microsoft Office 365/2021).
  • Proven experience in troubleshooting and repairing end-user devices and appliances.
  • Experience with current PC imaging standards, hardware configurations, memory configuration techniques, and peripheral hardware and software.
  • Experience with Audio Visual conferencing technologies (hardware and software).
  • Experience with routers, switches, and other networking equipment.
  • Experience with secure LAN infrastructure, firewalls, and VPN technologies.
  • Experience with remote systems such as Citrix.
  • Experience with laptop lifecycle management.
  • Knowledge and understanding of networking infrastructure and devices.
  • Knowledge of telephone/voicemail system configuration and administration.
  • Knowledge of software applications and installation, ideally those common to a global law firm.
  • Knowledge of network topologies and protocols.
Skills and Expectations
  • Ability to work in confined spaces, lift up to 50 pounds, and use various hand tools.
  • Ability to interact with suppliers, end-users, and co-workers in a professional manner.
  • Ability to interact and engage with end-users of all levels, demonstrating strong communications and organizational skills.
  • Strong service orientation and an understanding of the importance of developing effective working relationships with users.
  • Ability to work well under pressure.
  • Ability to work well as part of a team on technical projects.
Work Conditions

Based in an assigned regional Covington & Burling office.

Core hours of 8:30 am – 5:00 pm, Monday – Friday; in-office with occasional on-call availability.

As with all positions, the Senior IT Services Technician will be required to perform other duties as deemed necessary and assigned by the Regional IT Manager or Firm Management.

Covington & Burling LLP is an equal opportunity employer and does not discriminate in any aspect of employment, including hiring, salary, promotion, discipline, termination, and benefits, on the basis of race, color, ethnicity, religion, national origin, gender, gender identity or expression, age, marital status, sexual orientation, family responsibility, disability (including physical handicap), or any other improper criterion.

Covington will consider qualified applicants with arrest or conviction records for employment in accordance with applicable laws, including the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and the San Francisco Fair Chance Ordinance.

Reports to: Regional IT Manager.

Status: Non-Exempt.

Workplace type: onsite.

Salary: $80,300 - $113,000 (dependent on experience).