Senior Trial Desktop Analyst

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Senior Trial Desktop Analyst
RESPONSIBILITIES: Technology planning and support for trials, arbitrations, proceedings, and presentations as required to meet the needs of the firm, whether in-person, remote, or hybrid. Providing on-site technology support for temporary trial offices, including providing first and second level support of deployed hardware, end-user application support and adherence of firm security procedures. Delivering concierge and logistical services for temporary trial offices, in conjunction with the administrative trial coordinator for each matter. Collaborating with and supporting the Trial Services Manager and Director in all technology planning of temporary trial offices, including: identifying and procuring required equipment, evaluating telecommunications resources and services, and by acting as the primary contact between trial teams and all trial site service providers. Managing and supporting the installation and use of presentation systems for trials and arbitrations, including conducting site-visits to courthouses and working with courthouse staff to ensure adequate presentation systems. Responsible for documenting and sharing any special end-user notes/requirements as well as creating knowledgebase articles. Participate in the creation, implementation and continual improvement of standards, processes and procedures required to deliver high quality service. Install and support the firm’s remote access technologies (Citrix and VPN). Perform virus remediation in conjunction with directives from the IS Security team. Deploy and maintain devices in line with the firm’s BYOD initiative. Performs hardware upgrades and repairs on all IS hardware. Builds and rebuild desktops and laptops using standardized tools. Coordinates with IS Inventory Specialist to maintain the inventory of the firm’s (general and loaner) equipment; laptops, desktops, printers, smartphones, tablets, wireless access cards in the asset tracking tool. Performs computer builds, office setup and mobile devices in preparation for the summer and fall associates as well as new hires. Follows equipment reclamation process for departing employees. Setup equipment in conference rooms, visiting attorneys/clients and perform quality control checks. Install, administer and maintain software on the MFDs. Coordinate issues with or redirect issues to appropriate departments. Coordinate support between vendors and users. Generate documentation for new process/update existing process (ex. new install procedures, software usage instructions, mobile app installation). Coordinating with other administrative groups, other law firms and outside trial and graphics vendors as necessary to support trial teams, including assisting firm management in the preparation of trial site contracts, budget proposals and trial expenses. Documenting recommended practices for trial-related activities and instructing others on those practices when appropriate. When not supporting trials, assisting the Desktop & Mobility Services team as needed. Manage and respond to all support requests (incidents or service) submitted in ServiceNow. Perform desk-side visits and/or remote troubleshooting support as needed. Deploys and provides direct support of firm-issued hardware to end users; this includes desktops, laptops, printers, MFDs, monitors, telephones, mobile devices, wireless access cards and other peripherals. Provide second-level support and troubleshooting for Windows 10 and Applications such as Microsoft 365 suite of apps, Lotus Notes, and iManage/DeskSite, including non-standard installations. Work closely with the engineering team to troubleshoot and resolve complex issues in the environment.

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