Technical Support Technician Jobs in San Francisco, CA

Information Services Department San Francisco Office Debevoise & Plimpton LLP is a premier law firm with market-leading practices, a global perspective and strong New York roots. Our clients look to us to bring a distinctively high degree of quality, intensity and creativity to resolve legal challenges effectively and cost efficiently. The firm is seeking a full-time IS Manager for our newly opened San Francisco office, who will be an integral part of the Technology Support team within the Information Services department. The Senior Technology Support Specialist reports to the firm's Senior Manager, West Coast Strategy & Operations, resident in the San Francisco Office, and the Technology Support Manager, resident in the New York office. The Senior Technology Support Specialist for San Francisco is a direct hands-on role. The position requires a strong and flexible work ethic as well as excellent service delivery in supporting the office and responding to attorney and client needs. The Senior Technology Support Specialist will provide primary coverage from 9.00 am to 6.00 pm Monday though Friday; with “on-call” availability either onsite or remotely. Occasional travel is required to support litigation matters. Core competencies: Desk-side end-user support experience and an understanding of professional IT operational work practices Strong organizational, written and verbal communication skills, and able to deliver appropriate and responsive service to all levels of lawyers and professional staff Ability to work within a team and independently using initiative and knowledge to troubleshoot issues Must be a customer-focused individual, with a positive outlook and a “can do” attitude Ability to work under pressure and handle the demands of the role in a professional manner Must be proactive in the resolution of difficult issues and escalating to appropriate next-level Proficiency in Windows Desktop OS, MS Office Suite, iManage, Change-Pro, mobile device support (Apple iOS and Android) and unified communications platforms is required Experience with Windows Server environment and procedures, Active Directory, Cisco TMS, MobileIron, Citrix Director, RSA server and, Dell and Cisco IP phone hardware is desired. RESPONSIBILITES include but are not limited to: General Responsibilities o Ensure that requests for service are dealt with in a timely and satisfactory manner, resolving any problems or issues that arise o Participate in budget discussions with Office Management and IS Departments o Participate in weekly IS meetings with New York and other offices General Support o Provide first line how-to and troubleshooting for Citrix/VDI desktop and standard applications including Word, Excel and PowerPoint, iManage, etc. o Prioritize requests and follow up with users; Escalate calls to second/third level support o Track user requests via HelpDesk ticketing application o Maintain office hardware including PCs, laptops, printers and AV equipment Mobile Support o Provide provisioning, support and maintenance for iPhone, iPad, and Android devices o Produce supporting documentation and conduct mobile device / remote access training PC/Laptop Support o Maintain the firm's standard PC and laptop images and reimage as needed o Coordinate with litigation support on installation/image of “trial laptops” o Coordinate with local repair center (shipping laptops or parts for repair) o Assist with portable encrypted media Network/MDF o Support office technology infrastructure components including servers, networking equipment, communications facilities and WiFi o Follow strict maintenance schedules for rotating and rebooting network equipment Audio/Visual o Set up and administer video conferencing and web conferencing meetings including Zoom, MS Teams, Cisco WebEx, and other video conferencing apps o Set up equipment for presentations, seminars and review rooms o Start scheduled interoffice meetings using internal conferencing platform o Maintain AV equipment and work with vendors on repairs/upgrades PREFERRED QUALIFICATIONS: Bachelors Degree in an Information Technology field. Debevoise & Plimpton LLP is an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other legally protected category in accordance with U.S. law.