Provides white-glove on-site and remote technical support to attorneys and staff. Responsibilities include troubleshooting hardware, software, network, printer, mobile device, AV, and video conferencing issues; deploying and maintaining workstations; managing inventory, backups, and conference rooms; documenting resolutions; and coordinating escalations. The role also supports firm-wide IT initiatives, performs proactive maintenance and improvements, and may travel to support trials or other offices.
Wilson Sonsini is the premier legal advisor to technology, life sciences, and other growth enterprises worldwide. We represent companies at every stage of development, from entrepreneurial start-ups to multibillion-dollar global corporations, as well as the venture firms, private equity firms, and investment banks that finance and advise them. The firm has approximately 1,100 attorneys in 17 offices: 13 in the U.S., two in China, and two in Europe. Our broad spectrum of practices and entrepreneurial spirit allow exceptional opportunities for professional achievement and career growth.
Wilson Sonsini Goodrich & Rosati seeks a customer-focused Regional IT Support Coordinator to join our team. We advise the world's most innovative companies and are committed to internal excellence that matches our clients' spirit. The Regional IT Support Coordinator will provide essential, hands-on technical support to our attorneys and professional staff, ensuring they receive efficient and effective resolutions for all hardware and software issues. This role is critical in maintaining the productivity and technological effectiveness of our team members, directly contributing to the seamless operation of our legal and business services.
This position is based out of our San Diego office.
Essential Duties and Responsibilities:
- Field incoming support requests from end-users via telephone, email, and the Service Desk system in a courteous and timely manner.
- Provide on-site and remote support to end-users for network, hardware, printer, and application issues.
- Perform hands-on support at the desktop level, including imaging, configuring, and deploying systems, installing and upgrading software, installing hardware, and managing data backup and restore operations.
- Manage the daily setup and support for conference rooms, including audio-visual (AV) equipment and video conferencing systems like Zoom and Microsoft Teams.
- Perform preventative maintenance, including the checking and cleaning of workstations, printers, and peripherals.
- Conduct post-resolution follow-ups to ensure issues are fully resolved and users are satisfied.
- Assist in maintaining, controlling, and documenting all IT hardware inventory.
- Perform setup, breakdown, and professional cable management of user workstations.
- Participate in identifying and researching firm hardware needs and play an integral role in the successful implementation of firm-wide IT initiatives.
- Take ownership of user issues by coordinating the necessary work, providing updates, and escalating as needed until a resolution is found.
- Work autonomously to provide white glove support services.
- Perform proactive analysis, and implement improvements as needed within your assigned office and throughout the firm.
Education and/or Work Experience Requirements:
- Two or more years of hardware and software support experience in a fast-paced, enterprise technical environment
- Working knowledge of PC and Apple hardware, including mobile devices (Android, iPhone, iPad)
- Experience supporting current desktop operating systems, including Windows 11 and macOS
- Proficiency in Microsoft 365 applications, with strong documentation skills
- Familiarity with legal-specific applications, such as document management systems (e.g., NetDocuments), is highly desirable
- Knowledge of IT security best practices and the discretion to handle confidential information
- Experience using AI tools to improve efficiency
- Ability to explain technical concepts clearly to non-technical colleagues
- Strong analytical and problem-solving skills
- Exceptional customer service and a professional demeanor
- Self-motivated and detail-oriented, with strong organizational skills
- Ability to prioritize and execute tasks both independently and as part of a team
- Willingness to travel as needed to support litigation, trials, or coverage for other firm offices
Preferred
- Law firm experience is a significant plus
- AA degree preferred
- A+ certification preferred
- Additional certifications, such as ITIL Foundation, are a plus
The compensation for this position may include overtime and a discretionary year-end merit bonus based on performance. We offer a highly competitive salary and benefits package.
Benefits information can be found here. Equal Opportunity Employer (EOE).
Wilson Sonsini Goodrich & Rosati Los Angeles, California, USA Office
953 East Third Street Suite 100, Los Angeles, United States, 90013
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