Desktop Support Engineer
On-siteNew Orleans, Louisiana, United States
Job Summary
Serves as the dedicated technical resource for the New Orleans office, handling Level 1-2 service requests, workstation setup, and litigation war room support. Manages the Incident/Request lifecycle, including ticket intake, escalation, and resolution for attorneys, staff, and clients. Provides after-hours and weekend coverage via a monthly on-call rotation, traveling to other MG+M offices as needed for trial and trial academy assistance. Troubleshoots Windows, Microsoft 365, mobile devices, and audio-visual equipment while supporting the distribution and secure use of AI tools like Copilot. Adapts complex technical concepts for non-technical audiences and adheres to ITIL methodologies and security policies.
Required Qualifications
- Knowledge of Document Management Systems (iManage Cloud) and other legal services practice applications
- Hands-on experience with Microsoft Office, Microsoft 365 Copilot, the Microsoft 365 Admin Center and the Azure Admin portal, and with remote access technologies including VPN and RDP
- Hands-on knowledge of Service Management software and MDM platforms, with mobility experience supporting iPhone, Android and tablets
- Experience supporting end users across Windows, MS Office, printers, mobile devices, email, document management, and cloud sharing and collaboration systems (ShareFile, OneDrive, etc.)
- Proficiency with audio-visual and conference room technology, ideally in a litigation or trial support setting
- Familiarity with large language models (LLMs) and generative AI tools
- Willingness to support the adoption of AI-enabled tools across the firm
- Experience working within desk-side support and Service Desk / Technical Assistance Support roles
- Strong problem solving, analytical and troubleshooting skills
- Solid understanding of broad technology components and concepts
- Bachelor's degree
- Minimum of 4-6 years' experience in a fast-paced, demanding Legal IT support environment
- Experienced, positive, self-motivated and highly proactive professional with solid written and verbal communication skills
- Highly accountable and takes ownership; works independently under pressure with minimal guidance and supervision
- Availability for after-hours and weekend support and participation in the on-call support rotation
- Willingness to travel to MG+M offices as necessary for coverage and to work additional hours in excess of the regular schedule as needed
Desired Qualifications
- Experience in ITIL Foundations methods, processes and procedures
- Conformity to IT Security policy and procedure, including Least Privilege Access
- Demonstrated ability to follow escalation processes to immediately notify senior staff and management during outages
- Ability to document incident trends and provide written recommendations
- Ability to effectively articulate complex technical subject matter to both technical and non-technical audiences, in writing and verbally
- Ability to consistently address support requests in a swift, clear and concise manner
- Ability to employ a positive demeanor and deliver the highest levels of professional customer service
- Ability to work in a collegial, team-based environment
- Ability to proactively notify IT Management of potential service interruptions based on trend analysis and ticket volume
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