IT Support Engineer (DC)

***Law firm experience required

The IT Support Engineer provides comprehensive IT support for the Washington D.C. office and wider Americas region, delivering IT services based on global and regional standards. Responsibilities include supporting laptops, desktops, mobile devices, printers and AV/conference room equipment.

Core Hours: Work hours are 9:00 am 5:00 pm, with occasional extensions for urgent tasks.

Key Responsibilities:

• Deliver outstanding 1st and 2nd line support for all end-user devices and applications, including MS Office suite, videoconferencing, collaboration systems, Document Management System, and all end-user devices.
• Facilitate seamless AV support for in-room and virtual meetings.
• Support both company-provided and personal mobile devices.
• Act as the main point of contact for IT queries and issues.
• Ensure incidents and requests are logged, assigned, updated, tracked, responded to, and resolved promptly, per standards and SLAs.
• Keep customers and stakeholders informed of progress, taking corrective actions to minimize delays.
• Maintain accurate records of IT incidents in the IT Service Management System, Service Now.
• Escalate issues to relevant teams and communicate with third-party vendors, ensuring accurate resolutions and customer updates.
• Participate actively in regional and global IT projects.
• Foster strong customer relationships.
• Handle the build, testing, installation, management, and inventory tracking of IT equipment
• Maintain accurate records of assets in asset management system
• Understand the business and the departments supported.
• Meet deadlines and keep managers informed.
• Consider Information Security in all work and encourage compliance with policies.

AV Equipment Support:

• Support AV equipment in conference rooms, including setup and troubleshooting.
• Manage and maintain conferencing equipment.
• Cisco Room Kit experience is desired.
• Assist in configuring and operating virtual meeting platforms like WebEx, Zoom, and MS Teams.
• Ensure AV setups remain operational and address issues during meetings.
• Coordinate with vendors on equipment maintenance and upgrades.

Characteristics, Skills & Experience Required:

• Minimum of 4 years of corporate technology experience, preferably in a law firm.
• Demonstrated expertise in Windows OS 10 & 11, along with comprehensive support for laptops, desktops, printers, and Apple iOS devices.
• Experience supporting Microsoft technologies (Office Suite, Teams, OneDrive).
• Knowledge of iManage document management system desired
• Strong experience with Intune MDM platform
• Knowledgeable about Active Directory.
• Basic network troubleshooting skills required.
• Calm under pressure with a strong customer focus.
• Analytical skills for effective problem resolution.
• Excellent communication and interpersonal talents.
• Flexible, customer-focused approach to service delivery.
• Eagerness to learn and apply new technologies.
• Ability to consistently meet agreed metrics.
• Team player willing to share knowledge and experience.
• Capability to work independently with initiative.

Other Requirements:

• Physical ability to lift equipment such as PCs, monitors, and printers.
• Willingness to work weekends and out-of-hours occasionally and when necessary.
• Residing within commuting distance to the Washington DC office. Occasional travel to the New York office is required.