Hardware and Trial Services Technician

The technician will respond to end-user requests that are submitted by email, support tickets, telephone and in-person.

RESPONSIBILITIES INCLUDE:

• Travel to trial locations across the country and internationally as required;
• Ensure all necessary IT equipment and infrastructure are securely transported, set up and operational at trial sites;
• Provide exceptional technical support during trials, including troubleshooting and maintenance;
• Plan and execute the setup of IT infrastructure at trial sites to provide an efficient, effective and secure working environment for trial teams;
• Ensure proper break-down and packing of IT equipment post-trial;
• Proactively monitor technology systems during trials to identify potential issues;
• Diagnose and troubleshoot technology problems to minimize disruption to trial proceedings; and
• Ensure optimal performance and availability of technology systems throughout trials.

• Support and maintain in-house technology, equipment and IT assets including the Firm's desktops, laptops and peripherals;
• Respond to incoming telephone calls, e-mails, support tickets, and in-person requests for technical assistance related to various types of hardware;
• Enter all support request into the Help Desk ticketing system and prioritizes, escalates, and monitors open request until resolved;
• Maintain, operate, install, configure, test, and troubleshoot various hardware/equipment including printers, scanners, audio-visual equipment, and other peripheral devices;
• Manage and updates all hardware assets in the asset inventory system;
• Analyze, diagnose, and resolve hardware problems to ensure optimal performance and availability; and
• Research, evaluate and recommend new technology solutions and hardware platforms based on attorney work needs and the firm's business requirements.