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INFORMATION TECHNOLOGY

Computer Repair

SENIOR NETWORK ENGINEER - BG11

DESCRIPTION OF DUTIES:

 

Coordinate with systems administration, business application, and database administration functions to implement networking to support desktop and server systems that utilize industry best practices to meet Firm objectives. Synthesize networking needs for Firm’s Microsoft Active Directory and Federation Service and optimization networking plans for the Firm's on premise and cloud-integrated domain and identity environments. Support capacity planning and system optimization support for the AD and ADFS environments to allow domain expansion and growth. Provide advanced networking technical support for the Microsoft Windows Server enterprise server environments - Tier 3 technical support for all Windows servers and systems in a 24x7 environment. Plan and support networking-related Windows Server and VMware system maintenance updates and networking patches on all enterprise servers and systems. Deploy networking hardware, firewalls, and support deployment of encryption systems, and all host security systems. Provide advanced networking technical support for Microsoft Active Directory and Azure Directory Federation Service domain services. Deploy, manage, and support networking aspects of Microsoft and other third-party applications, such as MS Outlook, SharePoint, Teams, System Center Configuration Manager (SCCM), and Systems Center Operations Manager (SCOM). Manage network operating systems and end-user software. Manage networking aspects of communications (email)and connection solutions, including workstation connectivity, local area networks, company Web site, intranet, and Internet applications. Ensure the network integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best-practices regarding privacy, security, and regulatory compliance.

 

REQUIRED SKILLS: 

 

A minimum of 7 years of relevant experience. College degree strongly preferred, ideally with focus in computer science, engineering, or related fields. Industry-related experience as a Senior Network Engineer or Network Administrator. Working technical knowledge of network, PC, and platform operating systems. Extensive knowledge and experience in planning and executing networking for Microsoft Active Directory expansions and domain integrations. Strong knowledge of local area network administration. Hands-on software and hardware troubleshooting experience. Demonstrated experience with large AD Forest Management and hybrid ADFS deployments and implementations. Demonstrated experience with SQL Scripts - Microsoft SQL Server and SQL Shack preferred. Ability to troubleshoot in complex Active Directory and Active/Azure Federation Service environments and quickly identify root cause problems. Experience working with Microsoft Identity technologies including Active Directory, Windows File Services, and Group Policies. Expert knowledge in administering Active Directory (AD) and Group Policy Object (GPOs). Knowledge of Microsoft Defender Security and Identity Management Suite (MDE, MDI and MDAV). Professional Cisco network certification (e.g. CCNP, CCDP).

 

LOCATION:

 

Washington, DC - Hybrid

 

SALARY:

 

$103,100 depending on experience.

 

HOURS: 

 

9:00 am – 5:30 pm

IT HELP DESK MANAGER - BG11

DESCRIPTION OF DUTIES: 

Oversees the Firm’s global IT Help Desk (Level 1) staff to provide timely, accurate, and courteous technology support. Contributes to the design, development, and ongoing support of the IT Service Catalog, along with defined SLAs, owners, and fulfillment processes. Actively partners with the Director of Service Management and other cross-functional IT leads to define, implement, measure, and continuously enhance ITSM processes for the IT Help Desk (e.g., Incident, Problem). Actively partners with the Director of Service Management and other peer IT functional leadership (e.g., Regional IT Services) to establish a global tiered service model that optimizes IT service resources, drives efficiencies, and delivers a gold-standard experience. Measures support teams against defined performance SLAs and proactively leads continuous improvement efforts (in partnership with cross-functional IT stakeholders as appropriate). Establishes recurring reporting of the IT Help Desk to monitor performance against pre-defined indicators. Schedules Help Desk staff shifts to ensure hours of operation are covered, including during emergency office closures such as weather-related events Informs the continuous development standards for the IT Help Desk, defining the baseline operating knowledge required for staff (e.g., best practices, technical skills, introduction of new systems, procedures and policies). Manages 3rd party support vendors to ensure that agreed service levels are being met. Analyzes Help Desk workflows for trends to identify potential problem areas / improve business processes, and works with supervisory leadership to implement continuous improvement. Works closely with cross functional IT leadership to provide feedback on services, help identify and understand system changes, and to prepare support staff for these changes. Actively works with supervisory leads to monitor and adjust inbound work assignments for handling support requests within established service level agreements. Actively works to deploy and promote ITIL best practices. Actively informs and co-develops the knowledge base (IT / Firm facing) for the Firm’s technology services. Collaborates and assists in the review and development of the desktop / laptop standard OS, applications and hardware images. Reviews IT Help Desk training materials created by Training staff and conducts IT Help Desk training at Help Desk meetings. Other duties as assigned or required.

REQUIRED SKILLS:  

Experience with leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow). Experience with current operating systems and ideally applications and technologies common to a Law firm (e.g., Collaboration solutions, Document Management Solutions). Strong service orientation, and an understanding of the importance of developing effective working relationships with users and organizational stakeholders of all levels. Demonstrated ability to manage a team of information technology specialists in the execution of both project and operational workloads. Demonstrated ability to serve as a change agent, leading and inspiring others to act, especially under circumstances when change is unpopular.

 

LOCATION:

Washington, DC - Hybrid

 

SALARY:

$108,800+ depending on experience.

HOURS:  

9:00 am – 5:30 pm Monday - Friday
 

HELP DESK ANALYST - BG11

DESCRIPTION OF DUTIES:

 

Responsible for providing technical assistance and support related to firm computer systems, hardware, software, and remote access. Provide technical assistance and support for incoming inquiries related to firm computer systems, hardware, software, and remote access. Respond to support requests either in person, over the phone, or via email in a professional, confident, and courteous manner. Thoroughly document support requests using the helpdesk ticketing system. Follow up with customers, provide feedback, and see problems through to resolution. Keep up-to-date with the firm’s policies and procedures as they apply to the usage of technology. Write tips, frequently asked questions, and knowledge articles for the firm’s intranet and helpdesk knowledgebase. Stay up-to-date on firm technology through self-guided learning and review of training materials created by the training staff. Availability to provide onsite and remote coverage outside of normal business hours as needed.

 

REQUIRED SKILLS: 

 

Minimum of two years working on a Help Desk or related experience. Previous exposure to law firm environment or legal documents highly preferred. Excellent verbal, written, and interpersonal skills. Proven experience working in a stressful environment. Familiarity with Windows 7/10 operating systems and Active Directory. Knowledgeable primarily on application specific questions (Microsoft Office 2010 and higher, Adobe Acrobat, iManage), remote access (Citrix and VPN), and mobile devices. Excellent follow through, attention to detail, and organizational skills. Ability to work independently and in a team environment. Customer service orientation. ITIL v3 certified or familiarity with ITIL’s best practices.

 

LOCATION:

 

Washington, DC - Remote

 

SALARY:

 

$73,100+ depending on experience.

 

HOURS: 

 

8:00 am – 4:30 pm

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