Senior Trial Technology Specialist

2 weeks ago

New York, New York, United States SourcePro Search, LLC Full time
Job Summary

We are seeking a highly skilled Senior Trial Technology and Desktop Analyst to join our team at SourcePro Search, LLC. This individual will provide technology-related services and support to our lawyers and staff, with a focus on trial-related projects and desktop support.

Key Responsibilities:
  • Provide technology planning and support for trials, arbitrations, and presentations, including setting up and supporting global needs for remote temporary offices.
  • Deliver concierge and logistical services for temporary trial offices, in conjunction with the administrative trial coordinator for each matter.
  • Collaborate with and support the Trial Services Manager and Director in all technology planning of temporary trial offices, including identifying and procuring required equipment, evaluating telecommunications resources and services, and acting as the primary contact between trial teams and all trial site service providers.
  • Manage and support the installation and use of presentation systems for trials and arbitrations, including conducting site-visits to courthouses and working with courthouse staff to ensure adequate presentation systems.
  • Coordinate with other administrative groups, other law firms, and outside trial and graphics vendors as necessary to support trial teams, including assisting firm management in the preparation of trial site contracts, budget proposals, and trial expenses.
  • Document recommended practices for trial-related activities and instruct others on those practices when appropriate.
Desktop and Mobility Services Functions:
  • Manage and respond to all support requests submitted in ServiceNow.
  • Perform desk-side visits and/or remote troubleshooting support as needed.
  • Deploy and provide direct support of firm-issued hardware to end-users, including desktops, laptops, printers, MFDs, monitors, telephones, mobile devices, wireless access cards, and other peripherals.
  • Provide second-level support and troubleshooting for Windows 10, Microsoft 365 suite of apps, Lotus Notes, iManage/DeskSite, and other applications.
  • Work closely with the engineering team to troubleshoot and resolve complex issues in the environment.
  • Responsible for documenting and sharing any special end-user notes/requirements, as well as creating knowledgebase articles.
  • Participate in the creation, implementation, and continual improvement of standards, processes, and procedures required to deliver high-quality service.
  • Install and support the firm's remote access technologies (Citrix and VPN).
  • Perform virus remediation in conjunction with directives from the IS Security team.
  • Deploy and maintain devices in line with the firm's BYOD initiative.
  • Perform hardware upgrades and repairs on all IS hardware.
  • Build and rebuild desktops and laptops using standardized tools.
  • Coordinate with IS Inventory Specialist to maintain the inventory of the firm's (general and loaner) equipment, including laptops, desktops, printers, smartphones, tablets, wireless access cards, in the asset tracking tool.
  • Perform computer builds, office setup, and mobile devices in preparation for summer and fall associates, as well as new hires.
  • Follow equipment reclamation process for departing employees.
  • Setup equipment in conference rooms, visiting attorneys/clients, and perform quality control checks.
  • Install, administer, and maintain software on MFDs.
  • Coordinate issues with or redirect issues to appropriate departments.
  • Coordinate support between vendors and users.
  • Generate documentation for new processes or update existing processes (e.g., new install procedures, software usage instructions, mobile app installation).
Requirements:
  • Bachelor's degree, preferably in Computer Science or related field, and a minimum of seven years' experience in desktop and remote access support.
  • Three years' experience providing trial office support, including experience in supporting virtual and hybrid proceedings.
  • Advanced troubleshooting skills in Windows Operating Systems and Applications, including but not limited to current versions of Windows 10, Microsoft 365 suite, iManage/DeskSite, Remote Access (Citrix and VPN).
  • Basic knowledge of the support of Apple operating systems and common applications.
  • Knowledge of network topology, wireless networking, and SCCM.
  • A strong focus on client service and the ability to effectively complete designated job requirements under strict deadlines.
  • Interpersonal skills necessary to interact, work productively, and collaboratively with others, and to communicate effectively with firm personnel, clients, and outside parties.
  • Initiative and ability to work independently, along with the ability to work effectively as part of a team.

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