IT Operations Engineer

About the Role

Provide operational and second-/third-level end-user support to lawyers and staff for the firm’s technologies and software—including Windows, Microsoft Office, document management, remote communication applications, telephony, and other firm applications. Serve as part of the team responsible for supporting the firm’s network technologies, including Windows Servers, virtual server infrastructure, desktops, IP telephony/UC systems, and associated network connections, hardware, and applications.

Responsibilities

• Configure devices, set up end-user equipment and work areas, and perform operating system and software upgrades.
• Assist with installation and deployment of physical servers and VMware/Hypervisor hosts.
• Maintain the office’s physical technology infrastructure and troubleshoot circuits, routers, switches, load balancers, firewalls, VoIP, and other network-related issues.
• Work with architects and engineering teams in planning new application installs or executing upgrades to existing applications and systems technology solutions.
• Support and maintain all firm applications; research and resolve escalated trouble tickets for firm applications and hardware.
• Assist the Service Desk and other IT Operations Engineers with resolving tickets originating in an Operations Engineer resident office.
• Manage end-user accounts, permissions, access rights, and storage allocations in accordance with firm practices regarding nomenclature, privacy, and security.
• Execute and maintain Standard Operating Procedures (SOPs) for administration of relevant applications, systems, and technologies; identify gaps in processes or documentation and suggest improvements.
• Support and administer network infrastructure components including switches, hubs, wireless access points, remote access devices, and phone and voicemail systems.
• Use systems management software to monitor and configure/maintain the firm’s systems.
• Participate in testing the firm’s Disaster Recovery / Business Continuity solutions and processes, including backup/restore and storage replication.
• Maintain cable plant, coordinating with cable vendors as needed.
• Function as second-level support within the Operations group to assist with issues before escalation.
• Maintain and review tickets in the tracking system for quality control; provide follow-up and assistance to staff when corrections or adjustments are needed.
• Identify and resolve problems with hardware and software; identify solutions to systemic problems.
• Document general and specific troubleshooting techniques in the firm’s support ticketing system; assist other support staff with this process.
• Remain current with all firm technologies, applications, software enhancements, and new technology trends through online references, periodicals, and training.
• Document and update processes and procedures.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in computer science/information systems or equivalent certification from an accredited technical training school, or 2-4 years of equivalent experience in general Information Systems/computer support.
• 2-4 years’ experience in a Windows environment with working knowledge of maintaining and optimizing systems.
• 2-4 years’ experience in operating systems/application software integration and installation automation using standard tools and scripting (e.g., SCCM, PowerShell, Group Policies).
• 2-4 years’ experience with one or more of the following:
  • iManage document management system, including experience with EMM and matter-centricity.
  • Citrix XenApp, with working knowledge of maintaining and optimizing the system.
  • Major organization-wide systems (e.g., scanning, faxing, helpdesk) with working knowledge of maintaining and optimizing such systems.
  • MS Exchange/Outlook mail systems, with working knowledge of maintaining and optimizing client performance.
  • Network systems support and installation, including server hardware, network operating systems software, and hypervisor technologies.
  • Systems infrastructure support and installation, including SAN storage systems and Disaster Recovery / Business Continuity.

Success Factors

• Attention to detail: Avoid common and frequent mistakes; complete complex projects and tasks without error.
• Critical thinking and problem solving: Recognize problems or situations that are new or without clear precedent; evaluate alternatives and find solutions using a systematic, multi-step approach; develop improvements and innovations to enhance performance.
• Customer service: Highly responsive to initial requests and follow through on all commitments; work diligently to ensure everyone seeking Department services receives the highest level of service; manage work to meet or exceed service level expectations.
• Initiative and creativity: Identify areas for improvement within personal areas of responsibility, group, department, and firm; develop unique and new approaches to address existing challenges and positively affect lawyer productivity, client service, and overall fiscal health.
• Teamwork: Work well with others on projects, initiatives, and tasks that require their input and cooperation.

Work Environment

• Non-smoking environment.
• Ability to maintain a flexible work schedule.
• Available to work in the office 8:30 AM – 5:00 PM, Monday through Friday. Remote work may be available for this position.
• Extra weekday and weekend hours may be required for special programs or events.
• Must be available to work beyond regular hours when necessary.
• Must be able to work under tight deadlines and stressful situations.
• Must have the ability to work independently.
• Must comply with all safety requirements in the workplace, which may include provision of proof of full vaccination for COVID-19 and adherence to other safety protocols.

Pay

The anticipated base salary range for this position is $80,000–$90,000. The actual base salary offered will be dependent upon the applicant’s experience and qualifications, as well as other job-related factors, including relevant skills, education, certifications or other professional licenses held, and geographic location.

Benefits

• Medical, dental, and vision insurance.
• Life and disability insurance.
• Dependent care and health care flexible spending accounts.
• 401K Plan and Profit-Sharing.
• Paid Time-Off.
• Robust Wellness Program.