Job Information
Dorsey & Whitney LLP Regional Technical Support Specialist (Dallas, TX) (#3926) in Dallas, Texas
Regional Technical Support Specialist (Dallas, TX) (#3926)
We are seeking aRegional Technical Support Specialistto join our Dallas office. As an on-site IT support specialist, you will provide excellent technical support and troubleshooting for our business professionals and attorneys with issues relating to software, hardware, and desktop operating systems. Do you enjoy problem solving? Are you customer and client focused? Do you have an affinity for new technologies? If so, then we would appreciate hearing from you.
In this role, you will:
Act as on-site point of contact for TSC, PC Maintenance, Lan/Wan, Telecom and Network Services and A/V departments.
Provide Level I and II technical support for desktop operating system (Windows 10), computer hardware, printers and related peripherals.
Provide Level I and II technical support for Microsoft O365, NetDocuments and other standard law firm applications.
Move, configure, install and test hardware to ensure basic functionality of desktop computers, check-out laptops, printers, scanners, and other computer peripherals.
Perform basic Network Tech duties: Backup duties, including installation, verification and removal of jack-to-hub connections; troubleshooting computer ID, DNS, WINS, IP and proxy server settings; and troubleshooting and replacement of physical network components such as cables, network interface cards, switches and routers.
Assist in administering regional print servers, which includes but is not limited to all printer related setup, and configuration.
Configure, deploy, reimage and troubleshoot a variety of software using Ghost and MECM.
Configure, deploy and troubleshoot a variety of mobile device including, iPhones, iPads and Android devices. Install and configure MobileIron MDM client and RSA tokens. Enroll devices in InTune. Install and troubleshoot Microsoft Authenticator.
Install, configure and provide Level I and II troubleshooting on remote connection devices and services including Citrix, Cisco VPN, Global Protect VPN, Exchange Web Services.
Organize and maintain the server room to be clear of access inventory, cabling, and verify any new cabling is installed with Dorsey wiring protocol.
Install Cisco IP Phones and provide first level support and configuration.
Understand firm-wide escalation rules, procedures and staffing for support incidents, and escalate accordingly.
Responsible for maintaining accurate inventory/asset control for all equipment, accessories, etc.
Log all support incidents, and user log requests results in HEAT tracking system on a timely basis, and use the system to track all unclosed issues. Follow up on all unclosed issues to ensure final resolution.
Adapt standard operating system and software configurations to changing hardware specifications; research and test new operating system drivers and patches; and create automated installation routines accordingly.
Perform periodic hardware and operating system maintenance checks and repairs. Including reimaging of machines.
Move, pack and ship computers, printers and peripherals to users in local, regional office, and remote and client locations. Dispose of computers, printers and peripherals in a timely, efficient and cost-effective manner, consistent with department practice and firm policy.
Work with peers and supervisor to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improving training and user communications, and otherwise reducing the volume and difficulty of support incidents.
Assist in implementing software and hardware projects, pilot tests, and roll-outs.
Maintain department standards for attendance, coverage (including lunch and off-hours), customer service attitude, and volume and effectiveness of problem resolution.
Maintain current technical skills by taking assigned training courses and obtain assigned certifications when requested.
Setup fixed room video and audio conferencing equipment. (Tanberg clients). Setup for presentations and events. Troubleshoot desktop video conferencing (Jabber | MS Teams.)
Facilitate client visits.
May be requested to perform other duties not listed above, including, and not limited to, travel to other Dorsey offices.
What we’re looking for:
High School diploma or G.E.D. equivalent.
Strong problem solving and analytical skills.
Highly motivated and possess the ability to relate to all levels of firm personnel.
Ability to solve problems, manage tasks, and balance priorities.
Responsible, mature, and professional.
Ability to work in a high stress environment.
Excellent interpersonal and communication skills with the ability to relate with a variety of people.
Experience in a customer service related field.
Affinity with new technologies of all types including sound, video, camera, cabling, and wireless.
Physical strength and agility to permit the full performance of the duties of the position, including frequent bending, walking, and lifting up to approximately 75 pounds.
Strong work ethic and motivated to be available via multiple avenues of communication including phone, e-mail, instant messaging, and cell.
Preferred:
At least 2 years of experience supporting Windows 10 operating system, Intel-based computers, familiarity with Mac OS, Android and iOS, Microsoft Office Suite 2016 and O365, or be an MCSE with strong knowledge of both hardware and software setups. A+ hardware and software desirable.
Experience supporting Lenovo laptops and desktops.
At least 2 years of experience in a law firm or other professional service organization.
About Dorsey:
Dorsey & Whitney is an AmLaw 100 international law firm with more than 575 lawyers in 21 offices throughout the United States, Canada, Europe and Asia. We are a premier legal counselor to companies worldwide in a wide range of industries, including banking & financial institutions; development & infrastructure; energy & natural resources; food, beverage & agribusiness; healthcare & life sciences; and technology.
Dorsey offers opportunities for advancement within a collaborative and dynamic environment, with competitive pay and excellent benefits. Our benefits are available to business professionals working 17+ hours/week along with their dependents, including spouses and domestic partners regardless of gender. Dorsey’s benefit package includes: comprehensive medical insurance with coverage for infertility, gender-affirming care, behavioral health, and access to virtual providers; dental insurance; vision insurance; 401(k) retirement savings plan with Firm contribution; basic and optional life insurance; short and long-term disability; paid time off; up to 8 weeks of paid parental leave with up to an additional 6-8 weeks of paid short-term disability for business professionals who give birth; paid holidays; paid volunteer day; discretionary bonuses (if bonus eligible); adoption assistance; healthcare, dependent care, and transportation pre-tax reimbursement accounts; back-up child and elder care program; education and college advising program; virtual tutoring; wellbeing programs and activities; mass transit program (certain offices); travel assistance program; 24/7 employee assistance program with access to five confidential visits with a licensed counselor at no cost. (Some benefits are subject to eligibility criteria.)
We encourage individuals with diverse backgrounds and experiences to apply.
One of our greatest strengths is a friendly, cooperative culture that values and appreciates each individual. Dorsey has received external recognition for our welcoming workplace, including:
Mansfield Certification Plus (Diversity Lab)
Best Law Firms for Women (National Association of Female Executives and Flex-Time Lawyers)
100% rating on the Corporate Equality Index (Human Rights Campaign)
Gold Standard Certification (Women in Law Empowerment Forum)
Top 100 Adoption-Friendly Workplace (Dave Thomas Foundation for Adoption)
Reasonable Accommodations:
Dorsey is committed to providing disability and religious-based reasonable accommodations, as well as menopause, pregnancy or lactation-related reasonable accommodations. If you require a reasonable accommodation during the application and hiring process, or if you have questions about a workplace reasonable accommodation, please contact us at 612-492-5178.
How to Apply:
Dorsey & Whitney LLP accepts online applications. Please go to the “Careers” section of the Dorsey website at www.dorsey.com/staffjobs and complete Dorsey’s online application form. We are unable to accept application materials by mail or email.
Dorsey & Whitney LLP is an EEO/AAP/Disabled Vets Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, ancestry, sex, national origin, sexual orientation, gender identity, affectional preference, disability, age, marital status, familial status, status with regard to public assistance, military or veteran status, or any other legally-protected status.
Dorsey & Whitney LLP participates in E-Verify.
Please note that Dorsey is not currently accepting search firm submissions in connection with this opening.
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Office Location:
Dallas, TX