IT Solutions Expert

The IT Solutions Expert will provide both operational and second/third level end-user support. Responsibilities include providing assistance to lawyers and staff in the use of the firm’s technologies and software including, but not limited to, Windows, Microsoft Office, document management, remote communication applications, telephony, and other applications and firm technology as requested. Perform routine operational support, participate in installation and upgrade of network and server equipment and programs, and assist with maintenance of the physical layer within the office.

Essential Functions

• Function as second level support within the Operations group to assist with issues before they are escalated to other groups.
• Maintain and review tickets in tracking system for quality control measures. When necessary provide follow-up and assistance to other staff members when corrections or adjustments need to be made.
• Identify and resolve problems with hardware and software in use within the office. Identify solutions to systemic problems. Document general and specific troubleshooting techniques in the firm’s support ticketing system. Provide assistance to other support staff with this process as needed.
• Remain abreast of all firm technologies and applications, software enhancements, new software and technology trends through online references, periodical information, and attending relevant training and seminar sessions.
• Manage end user accounts, permissions, access rights, and storage allocations in accordance with firm practices regarding nomenclature, privacy, and security for all desktop-based applications and services.
• Document and update processes and procedures.

  Non-Essential Functions

  • Other duties may be assigned, as necessary.

  Minimum Qualification

• Bachelor’s or Associate’s degree or equivalent experience will be considered.
• Alternatively, a minimum of 5 years of experience providing level 2 or 3 end-user support in a medium to large sized networked environment. Legal network environment experience desired but not required.
• Experience with supporting remote users.
• Experience supporting the following is highly desirable: Windows 11, Office 365, One Drive, RSA, Zscaler, Citrix, Active Directory, Intune for IOS/Android, iManage, and Power PDF.

  Success Factors

• Attention to detail: avoid common and frequent mistakes; complete complex projects and tasks without error.
• Critical Thinking & 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: works diligently to ensure that everyone seeking Department services receives the highest level of service; establishes and manages service level agreements with external vendors and service providers; constantly seeks to improve service levels across the Firm.
• Interpersonal skills: ability to interact professionally with partners and staff at all levels of the organization as well as clients.
• Professionalism: exercises skill, sound judgment, and demonstrates competence in all aspects of the role including conduct, appearance, and demeanor.

  Teamwork: able to 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 9:00 am – 5:30 pm Monday through Friday.
• 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.

The anticipated base salary range for this position is $75,000 – $80,000. The actual base salary offered will be dependent upon the applicant’s experience and qualifications, as well as other job-related factors, including but not limited to, relevant skills, education, certifications or other professional licenses held, and if applicable, geographic location.

Steptoe offers a full range of benefits for you and your eligible dependents. Benefits currently include: medical, dental, vision, life, disability, dependent care, health care flexible spending accounts, 401K Plan, Profit-Sharing, Paid Time-Off and a robust Wellness Program.

Steptoe LLP is an equal opportunity employer EOE/AA/Minority/Female/Disability/Veteran. All qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, sexual orientation, gender identity and expression, marital status, mental or physical disability, genetic information, or any basis proscribed by applicable statutes.