Assists in the change and configuration management of the desktop environment, including image setup/break-fix processes, application packaging and deployment, serves as a key technical resource in projects/tasks associated with the end-user PC environment, assists in the ownership of a variety of end-user applications, assists in the maintenance, operational stability, and security of the PC environment.
Essential Functions: Successful job applicants will be able to perform these essential functions with or without requested reasonable accommodations:
Helps to ensure end-users have optimal PC working environment
Helps to ensure front-line support groups have procedures and tools to reimage, troubleshoot the desktop environment, and manage PC environment related incidents, problems, and requests
Assists in the development of application packages for automated deployment
Helps to ensure the PC environment is stable with all other firm systems, which requires coordinated work with other IT Department teams and other firm administrative departments as required
Assists in the inventory of software and PC hardware by developing inventory collection methods in conjunction with other owners of inventory assets
Must be passionate about helping people work more efficiently by utilizing technology with little or no downtime
Must be proactive in ensuring systems are performing and continue to perform at optimal levels
Participates in projects that may require travel to other firm offices
Contributes to the good of the IT Department, local office(s), and the entire firm
This is a fulltime non-exempt level position, which will require independent work and coordinated decision making. Normal work hours are from 8:30 AM to 5:30 PM, however, hours beyond 40 hours a week will be common place. It is estimated that the work week will average 50 hours per week.
The position is part of the IS Operations Systems and Application Specialist Group, providing expert knowledge in the Desktop environment, Change control of the desktop environment, escalated incidents from the Helpdesk, and may require after-hours, weekends, and holidays for emergencies and scheduled projects/tasks.
The candidate must be willing to take on-call duty and respond during disasters or emergencies. Some travel will be required. It is estimated that the position will travel 10 - 15% of the year.
The ability to lift heavy computer equipment is also required.
A Blackberry, laptop, and home Internet access will be provided.
Education and Experience Qualifications:
5+ years experience in a technical support position in support of a Windows PC environment
Expert knowledge and experience with desktop imaging processes, methods for streamlining desktop imaging and repairs, and systems to rollout images and applications, including updates, patches, and custom settings in the O/S and published applications
Expert knowledge and experience with desktop applications: such as Windows XP, Windows 7, Office 2003 and Office 2010 (in their entirety), laptop/desktop drivers, BIOS, Ghost, and Bart PE
Expert knowledge and experience with packaging software through the use of WiseScript, Admin Studio, InstallShield and App-V solutions
Expert knowledge and experience with VBScript, AutoIT, and PowerShell scripting languages
Expert knowledge and experience with Microsoft System Center Configuration Manager 2007/2012
Strong knowledge and experience with network and client infrastructure: such as backup strategies, server hardware, Microsoft server and client software (Exchange, Server 2003, Server 2008, Server 2008 R2, ADS, GPOs, and SCCM), login scripts, and network topology
Superior customer service/interpersonal skills
Superior troubleshooting skills
Superior organizational and prioritizing skills
Expert ability to communicate clearly and concisely with Firm employees, clients and vendors
Ability to work as a member of a team or independently; ability to self-govern
Excellent sense of urgency and the ability to triage incidents, problems, tasks, and projects quickly and efficiently
Law Firm or Legal Department experience
Interwoven 8.x experience
Technical certifications such as A+, Network+, MCP, MCSA, MCSE
Bachelor’s degree from an accredited college or university
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