Desktop Support Engineer

About the Role

MG+M The Law Firm is a nationally renowned litigation law firm concentrating on complex civil matters, including toxic tort, complex product liability, professional practices, local government, general liability, construction, and commercial litigation. As part of a service-driven IT organization supporting over 600 users across 17 offices nationwide, the Desktop Support Engineer (DSE) serves as the dedicated technical resource for MG+M’s New Orleans office. This on-site position reports directly to the Senior Manager of User Experience and involves level 1-2 service requests, litigation and trial support, and project assistance. The DSE partners closely with IT teams, office leadership, and vendors to deliver timely technical support to attorneys, staff, and clients.

Responsibilities

• New Orleans Office Support
  • Serve as the dedicated technical resource and face of IT for the New Orleans office, building trusted relationships with attorneys, staff, and leadership.
  • Support the new hire and onboarding process, including account creation, equipment provisioning, and user orientation.
  • Manage setup, breakdown, relocation, and refresh of workstations, conference room technology, and other office equipment.
  • Act as the Incident/Request Owner for support requests in the New Orleans office and provide coverage for other offices as assigned.
  • Provide after-hours and weekend support as required, including participation in the on-call rotation (approximately one week per month).
  • Demonstrate flexibility with work schedule and travel to other MG+M offices as needed for coverage.
• Litigation, Trial & Audio-Visual Support
  • Set up and support war rooms in coordination with the National Manager of IT Litigation Support, including workstations, connectivity, printing, and collaboration technology.
  • Support MG+M’s Trial Academy program with technical and logistical assistance before and during sessions.
  • Maintain proficiency with audio-visual equipment and deliver A/V services for trials, depositions, presentations, and eDiscovery requests.
  • Support litigation and trial teams using collaboration platforms (Teams, Zoom, GoToMeeting, Webex) and eDiscovery systems.
  • Provide timely support for litigation requests, including file transfers and data handling, adhering to best practices for data manipulation, transfer, and storage.
• Service Desk & Technical Support
  • Respond to and resolve Service Desk incidents and requests (phone, email, in-person, and system-generated tickets) for desktop hardware, applications, enterprise systems, print management, collaboration tools, asset inventory, telephony, and remote access platforms.
  • Handle second-level escalation support and manage the total incident lifecycle, including acknowledgment, routing, tracking, resolution, and follow-up.
  • Monitor the ticket queue, perform initial intake, and follow triage procedures, leveraging internal and external resources per escalation protocols.
  • Troubleshoot MG+M’s technology platforms, including Windows, printers, scanners, network connectivity (AVD and VPN), two-factor authentication, Microsoft 365 and Copilot, and mobility platforms (iPhone, Android, and tablets).
  • Modify end-user Active Directory accounts, administer remote access and user-based systems, and support cybersecurity awareness programs.
  • Comply with IT Security policies, including Least Privilege Access, and follow escalation processes during outages.
• User Enablement, AI & Service Quality
  • Assist with training and onboarding for attorneys and administrative staff on MG+M systems and network connectivity.
  • Support the distribution and day-to-day use of firm-approved AI-enabled tools, including Microsoft 365 Copilot, while upholding firm policies for safe, secure, and ethical use.
  • Articulate complex technical subject matter clearly to both technical and non-technical audiences.
  • Address support requests swiftly and professionally, maintaining high levels of customer service.
  • Conform to ITIL methodologies and leverage Incident and Problem Management skills within the Service Delivery model.
  • Proactively notify IT Management of potential service interruptions based on trend analysis and provide written recommendations.

Requirements

• Technical Expertise
  • Knowledge of Document Management Systems (iManage Cloud) and other legal services practice applications.
  • Hands-on experience with Microsoft Office, Microsoft 365 Copilot, Microsoft 365 Admin Center, Azure Admin portal, and remote access technologies (VPN, RDP).
  • Experience with Service Management software and MDM platforms, including mobility support for iPhone, Android, and tablets.
  • Proficiency supporting end users across Windows, MS Office, printers, mobile devices, email, document management, and cloud sharing/collaboration systems (ShareFile, OneDrive).
  • Familiarity with audio-visual and conference room technology, ideally in a litigation or trial support setting.
  • Familiarity with large language models (LLMs) and generative AI tools, with a willingness to support their adoption.
• Service Delivery & Methodology
  • Experience in desk-side support and Service Desk/Technical Assistance roles.
  • Experience with ITIL Foundations methods, processes, and procedures is desired.
  • Strong problem-solving, analytical, and troubleshooting skills; ability to multitask and remain organized.
  • Solid understanding of broad technology components and concepts.
• Professional Profile
  • Bachelor’s degree preferred; equivalent experience accepted.
  • Minimum of 4-6 years’ experience in a fast-paced, demanding Legal IT support environment.
  • Positive, self-motivated, and proactive professional with strong written and verbal communication skills.
  • Highly accountable, able to work independently under pressure with minimal supervision.
  • Availability for after-hours, weekend, and on-call support, including participation in the rotation.
  • Willingness to travel to other MG+M offices as needed and work additional hours beyond the regular schedule.

Benefits

• Collegial work environment.
• Competitive compensation.
• Comprehensive benefits package, including medical, dental, vision, life, disability, and 401(k).