Desktop Support Engineer

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Regular Full-Time New Orleans, LA, US

4 days ago Requisition

MG+M The Law Firm (MG+M) is seeking to add an on-site Desktop Support Engineer in New Orleans
.

MG+M is a nationally renowned litigation law firm concentrating on complex civil matters. The firm’s expertise is diverse but focused in the areas of toxic tort, complex product liability, professional practices, local government, general liability, construction and commercial litigation. We approach litigation as a unified team, integrating our efforts with those of our clients to advance their interests wherever they do business.

Our goal is always to deliver optimal results at the best possible value.

As part of a service-driven IT organization supporting more than 600 users across 17 offices nationwide, including over 250 attorneys, the Desktop Support Engineer (DSE) reports directly to the Senior Manager of User Experience and is an onsite position with no direct reports. Serving as the dedicated technical resource for MG+M’s New Orleans office, the DSE is the face of IT locally and is primarily responsible for level 1-2 service requests, litigation and trial support, and project assistance with special assignments.

In coordination with the firm’s Service Desk team and other IT support disciplines, the DSE provides hands-on, timely technical support to attorneys, staff and MG+M’s clients, and partners closely with the National Manager of IT Litigation Support, the IT Leadership Team, Technical Support Leads, Regional and local office management, and select vendors. As AI systems become widely used in legal work, the DSE will be expected to support the distribution of these tools and to leverage them when appropriate.

• Serves as the dedicated technical resource and the face of IT for the New Orleans office, building trusted relationships with attorneys, staff and office leadership.
• Works closely with New Orleans office leadership to support the new hire and onboarding process, including account creation, equipment provisioning and user orientation.
• Manages the setup, breakdown, relocation and refresh of workstations, conference room technology and other office equipment.
• Serves as the Incident / Request Owner for support requests in the New Orleans office and provides coverage for other MG+M offices as assigned, escalating to other members of IT as necessary.
• Provides after-hours and weekend support as required and participates in the on-call support rotation (approximately one week per month, or as required). Demonstrates flexibility with work schedule and travels to MG+M offices as needed for coverage.

• Sets up and supports war rooms in connection with the National Manager of IT Litigation Support, including workstations, connectivity, printing, presentation and collaboration technology.
• Supports MG+M’s Trial Academy program, providing technical and logistical support before and during sessions.
• Maintains proficiency with audio-visual equipment and delivers A/V services in support of trials, depositions, Trial Academy sessions, presentations and eDiscovery requests.
• Supports litigation and trial support teams leveraging collaboration platforms (Teams, Zoom, Go To Meeting , Webex, etc.) and eDiscovery systems, and assists visitors on-site and remotely with their use.
• Provides timely support for litigation requests, including file transfers and data handling, and conforms to best practices for the manipulation, transfer and storage of data.

• Responds to and resolves Service Desk incidents and requests (phone, e-mail, in-person and system-generated tickets), including desktop hardware, applications, enterprise systems software, print management, collaboration applications, asset inventory, telephony and remote access platforms.
• Responsible for second-level escalation support and the total incident lifecycle, including timely acknowledgement, routing and tracking, issue resolution and follow-up.
• Monitors the…