Systems Support Specialist

About Us

Finnegan is more than just a law firm – we are a powerhouse of innovation and strategy growth. We pride ourselves on providing top-tier intellectual property services globally. Our success is rooted in our emphasis on relationships with our clients and each other. We care about every individual, and it is why many professionals have spent their entire careers at Finnegan.

The Systems Support Specialist is responsible for providing on-site and remote end user support for all issues involving firm provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner. This position contributes to the firm's service excellence initiative to consistently improve its image internally and externally and display professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.

Department Operations

• Resolves workstation issues throughout the organization to maximize firm-wide productivity and minimize system downtime.
• Acts as a resource to the other IT groups by assisting with workstation, application, and testing.
• Provides on-site and remote end users support for all issues involving firm provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner.
• Provides multimedia meeting support as necessary to assist the Audio/Visual Support team, including the support of projectors and video & teleconference systems in a timely and efficient manner.
• Responds to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to assigned office IT GROUP e-mail alias.
• Tracks, documents, monitors, and completes all issues in IQ-track to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution.
• Works with staff and attorneys to ensure that they understand how to use the technology tools available to them, to enable them to realize the highest level of productivity by minimizing recurrence of use-related issues.
• Provides comprehensive incident support for customers at varied locations, including in-person, remote, and home office (as needed), including rapid problem resolution followed by root cause analysis and knowledge transfer by notifying others as appropriate based on problem documentation and escalation procedures.
• Runs diagnostic tests to isolate system problems and makes recommendations for potential solutions.
• Installs, maintains, and upgrades equipment and its associated infrastructure as needed; investigates hardware problems and performs repairs as necessary; responds to equipment setup requests in a timely and proficient manner.
• Maintains inventories and interacts with vendors as necessary to contract technology supplies and services.
• Assumes responsibility for essential and accurate software administration as required.
• Develops instructions and procedures for software installations and configurations, enabling knowledge sharing across the department.
• Coordinates with other internal Information Technology teams where overlap exists to develop efficient procedures and communications to stream-line processes and satisfy various department needs.
• Performs daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary, which may require short notice to travel to the office outside of normal business hours; participates in rotating on-call coverage with other team members.
• May occasionally visit assigned offices to provide onsite assistance and inventory tasks as needed with short notice.
• Stays current on the use of firm software and hardware; participates in training to maintain a high level of product knowledge.
• Ensures that all assistance provided is in compliance with department policies, procedures, and standards; promptly informs appropriate departments of any hardware, software, or practices which are non-compliant with firm or department policy.
• Assists in testing new software & hardware and provides…