Desktop Engineer

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Department: Information Technology

Reports To: Manager of End User Experience

Location: Austin

FLSA: Non-Exempt

Position: Desktop Engineer

Jackson Walker, the largest law firm in Texas, has an exciting full-time employment opportunity for a Desktop Engineer in our Austin office. The Desktop Engineer provides high-touch, professional end-user technology support across Jackson Walker offices. This role is responsible for the imaging, configuration, deployment, maintenance, and lifecycle management of firm-approved technology equipment, applications, and peripherals. The Desktop Engineer serves as a key escalation point for complex technical issues and partners closely with IT, Facilities, Finance, and firm leadership to ensure a consistent, reliable, and secure technology experience for attorneys and staff.

Essentials Duties and Responsibilities:

• Provide onsite and remote technical support to attorneys, legal assistants, and administrative staff across multiple firm locations.
• Deliver responsive, high-touch support for time-sensitive legal work, client meetings, and executive technology needs.
• Coordinate with local office administrators to schedule support visits, equipment replacements, and proactive user outreach.
• Ensure a consistent and professional end-user experience aligned with the firm’s service standards.

• Maintain accurate inventory records for firm-owned technology assets, ensuring proper tagging, tracking, and lifecycle management.
• Coordinate hardware shipments, deployments, refresh cycles, and equipment recovery for remote and onsite users.
• Conduct periodic site visits to validate physical inventory and reconcile asset records.
• Partner with Procurement and Finance to support hardware lifecycle planning and cost allocation.
• Diagnose and resolve complex hardware, software, peripheral, and connectivity issues.
• Serve as a Tier II/III escalation resource for the Service Desk and regional IT teams.
• Support firm-standard applications and platforms, including Windows OS, Microsoft 365, iManage, VPN, and legal technology tools.
• Document all incidents, resolutions, and system changes in the firm’s ticketing system.

• Image, configure, deploy, and maintain desktops, laptops, and peripheral devices according to firm standards.
• Support AV and conferencing technologies, including Zoom and Microsoft Teams meeting rooms.
• Apply system updates, patches, and upgrades using both automated and hands-on methods.
• Assist with office buildouts, relocations, and technology transitions.
• Collaborate with IT infrastructure, security, and applications teams to deliver integrated technology support.
• Produce reports on ticket trends, asset status, and recurring issues.
• Maintain and enhance internal documentation, knowledge base articles, and process guides.
• Identify recurring issues and recommend process or system improvements.

• Associate or Bachelor’s degree in Information Technology or related field, or equivalent experience.
• Minimum 3 years of desktop support or engineering experience; law firm or professional services environment preferred.
• Proficiency with Windows OS, Microsoft 365, remote access tools, and endpoint management platforms.
• Strong interpersonal, communication, and documentation skills.
• Ability to operate computers and related standard office equipment.
• Ability to lift and move light equipment such as monitors and desktop computers, with or without reasonable accommodations.

This role operates in a professional office environment and may require more than 37.5 hours per week during peak periods. Evening or irregular hours may be required based on firm needs.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, pregnancy, genetic information, or any other characteristic protected by applicable federal, state, or local law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.