IT Support Specialist

About Us

Finnegan is more than just a law firm – we are a powerhouse of innovation and strategy growth. We pride ourselves on providing top-tier intellectual property services globally. Our success is rooted in our emphasis on relationships with our clients and each other. We care about every individual, and it is why many professionals have spent their entire careers at Finnegan.

About the Role

The IT Support Specialist is responsible for providing first-level on-site end user support for issues involving firm-provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner.

Responsibilities

• Proactively engage end users to resolve workstation issues throughout the Reston office to maximize productivity and minimize downtime.
• Respond to onsite end user support issues regarding event or meeting concerns and facilitate the proper use of required technology to allow for a successful experience.
• Respond to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to assigned office IT GROUP e-mail alias.
• Track, document, monitor, and complete all issues in Service Now to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution.
• Ensure equipment and associated technology is properly functioning for new hires, office moves, and visiting personnel.
• Complete in-person follow-up with end users to ensure prompt resolution of operating problems, coordinating with other IT staff members as needed.
• Regularly interact with Reston office personnel to ensure technology is functioning appropriately, updates are completed, and provide guidance on ways to mitigate recurring issues.
• Assist with preventative maintenance and testing of software and hardware. Provide feedback as necessary.
• Coordinate with other internal Information Technology teams where overlap exists to develop efficient procedures and communications to streamline processes and satisfy various department needs.
• Perform daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary, which may require short notice to travel to the office outside of normal business hours, travel to attorney homes to provide support; participate in rotating on-call coverage with other team members.
• May occasionally visit other offices to provide onsite assistance and inventory tasks as needed with short notice.
• Stay current on the use of firm software and hardware; participate in training to maintain a high level of product knowledge.
• Other duties and special projects as assigned.

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred.
• A minimum of two years IT customer service experience in a law firm or professional services environment; or combination of relevant education and/or training in a professional services environment.
• High-touch customer service skills with a professional demeanor.
• Basic knowledge of laptop and printer repairs and ability to replace basic components of a PC, laptop, and printer.
• Basic knowledge of using and supporting video conferencing equipment.
• Basic knowledge of using and supporting Microsoft Office; SharePoint, OneDrive, PowerShell, Citrix, VPN, Teams, Zoom, Webex, and document management systems such as NetDocuments.
• Basic knowledge of networking in an MS Server 2019 environment.
• Excellent oral and written communication (including spelling and grammar) and interpersonal skills. Comfortable interfacing directly with clients.
• Ability to be a self-starter, while also comfortable taking direction from others.
• Ability to deal courteously and efficiently with attorneys, clients, administrative and support staff, and outside vendors and professional peers.
• Willingness to be a team player on all department projects.
• Detail-oriented, excellent organizational skills, and ability to efficiently handle multiple tasks.
• Flexible attitude and the ability to deal well with changing assignments and priorities.
• Strong sense of urgency and ability to work well under pressure, meet frequent and short deadlines, and prioritize multiple tasks.
• Willingness to learn and acquire advanced duties and provide support to varied team members.
• Ability to manage a diverse workload in a fast-paced, demanding environment.

Schedule

The role is based in our Reston, VA office and requires an onsite work schedule five days per week.

Pay

The base annual pay range for this role is between $38.60 to $43.08 per hour; roughly $75,000 to $84,000 equivalent. The base pay to be offered will vary and depend on skills and qualifications, experience, location, and will also take into account internal equity.

Benefits

A full range of medical, financial, and/or other benefits dependent on the position will also be offered.