IT Support Technician
DLA Piper

DLA Piper is, at its core, bold, exceptional, collaborative and supportive. Our people are the backbone, heart and soul of our firm. Wherever you are in your professional journey, DLA Piper is a place you can engage in meaningful work and grow your career. Let's see what we can achieve. Together.

Summary
Provides desk-side computer support, including hardware and software assistance, to end users.

Location

This position is located in our Miami office.

Responsibilities

• Installs standard software of firm computers.
  
• Bilingual in Spanish and English, with proficiency in both speaking and writing.
  
• Provides technology support and service to employees and clients.
  
• Installs and setup of hardware to include desktops, laptops, printers, etc.
  
• Performs regular meeting setups in accordance with firm standards to include the setup of video conferences, projectors, loaner equipment, and network connections for usage and presentations.
  
• Setup and support of firm & personally owned mobile devices.
  
• Images computers from the network imaging server and installs post-image software specific to the user's needs.
  
• Resolves service issues, including troubleshooting and repairing network connectivity issues, hard drive and display failures, and printer problems. Provides alternate, loaner equipment to ensure minimum disruption of work time.
  
• Completes assigned firm-wide rollouts and upgrades. Schedules time with employee to collect old equipment, re-configure and replace with new equipment.
  
• Participates in firm-wide roll-outs by providing pre- and post-migration support.
  
• Maintains inventory of hardware devices such as laptops, desktops, monitors and mobile devices.
  
• Handles onboarding and offboarding of employees, including training on appropriate use of hardware and software, including VPN and remote access. Configuring equipment upon allocation/return, ensuring all department backup procedures are followed.
  
• Monitors ticket queue: documents problem resolution and works to ensure appropriate knowledge transfer to other technicians and responds to user communications for support requests.
  
• Provides after hours support, usually by phone, during on-call rotation. Travels to office during late or weekend hours as needed.
  
• Flexibility to work overtime, including nights and weekends as needed. Serves as essential personnel during emergencies and/or inclement weather.
  
• Assists Level 3 teams on specialized processes when required.
  
• Other duties as assigned.
  

Desired Skills
Must have experience and/or knowledge of MS Windows, Office, device configuration, troubleshooting, OS configuration, network printing, and the installation of hardware and software. Excellent verbal and written skills. Strong organizational skills. Must be self-motivated, detail-oriented, and be able to work quickly and accurately. Strong customer service skills and ability to build relationships with business professionals.

Minimum Education

• High School Diploma or GED
  

Certifications

• ComptTIA A+ or equivalent certificate.
  

Minimum Years of Experience

• 2 years experience providing support to end users, troubleshooting hardware/software issues and installing PC and peripheral equipment.
  

Preferred Experience

• Bilingual Spanish
  

Essential Job Expectations

While the specific job requirements of a DLA Piper position may vary depending upon scope of the job and area of specialty, there are certain universal requirements that are expected of all DLA Piper employees, which include but are not limited to:

• Bilingual in Spanish and English, with proficiency in both speaking and writing.
  
• Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties;
  
• Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner;
  
• Provide timely, accurate, and quality work product;
  
• Successfully meet deadlines, expectations, and perform work duties as required;
  
• Foster positive work relationships;
  
• Comply with all firm policies and practices;
  
• Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; (c) participating in meetings as needed;
  
• Ability to work under pressure and manage competing demands in a fast-paced environment;
  
• Perform all other duties, tasks or projects as assigned.
  

Our employees are expected to embrace and uphold our firm values as a part of our DLA Piper culture. We are committed to excellence in how we represent our clients and develop our people.

Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Work Environment

• In Office
  

Disclaimer

The purpose of this job description is to provide a concise statement of the work elements and to organize and present the information in a standardized way. It is not intended to describe all the elements of the work that may be performed by every individual in this classification, nor should it serve as the sole criteria for personnel decisions and actions. The job duties, requirements, and expectations for this position may be modified at the Firm's discretion at any time. This job description does not change the at-will nature of employment. Reasonable accommodations may be made upon request to permit individuals with a disability to perform the essential functions and responsibilities of the position or to participate in the job selection process.



Application Process

Applicants must apply directly online instead of sending application materials via email. If you have a request for an accommodation during the application process or have any questions about the process, please contact careers@us.dlapiper.com. Please add dlapiper@myworkday.com to your list of safe senders.



Accommodation

Reasonable accommodations may be made upon request to permit individuals with a disability to perform the essential functions and responsibilities of the position or to participate in the job selection process. If you have a request for an accommodation during the application process, please contact careers@us.dlapiper.com.



Agency applications will not be considered.



No immigration sponsorship is available for this position.

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DLA Piper is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Job applicant poster viewing center.

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