Senior IT Analyst

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 Senior IT Analyst is a senior member of the Washington, DC Help Desk team responsible for providing on-site and remote end user support to attorneys and staff for all issues involving firm provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner. As a senior member of the DC Level 2 support team, this position serves as an escalation resource and mentor to other support staff, supports firm-wide device lifecycle and refresh initiatives, and manages firm-wide cell phone procurement and payments.

This position contributes to the firm's service excellence initiative and displays professionalism, quality service, and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors.

IT Support and Operations

• Provide on-site and remote end-user support to DC office attorneys and staff for firm-provided hardware (desktops, laptops, mobile devices) and software, ensuring efficient issue resolution.
• Troubleshoot and resolve workstation issues to maximize productivity and minimize system downtime.
• Serve as a senior-level escalation point for the DC Level 2 support team on complex hardware and software issues, providing technical guidance and mentorship to other support staff.
• Respond to telephone, email, and in-person requests for technical support, including monitoring and responding to questions directed to the WAS-IT e-mail alias.
• Provide comprehensive incident support for customers at varied locations, including in-person, remote, and home office (as needed), with rapid problem resolution followed by root cause analysis and knowledge transfer based on problem documentation and escalation procedures.
• Perform diagnostic tests to isolate system problems and recommend appropriate solutions.
• Track, document, and manage all issues in Service Now to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary.
• Educate staff and attorneys on technology tools to minimize recurring issues and enhance productivity.
• Partner with the DC AV Support team to support interoffice and client video meetings, court hearings, depositions, and other audiovisual services, including Crestron panels, Neat Bars, Cisco Room Bars, screens, cameras, and other AV systems.
• Ensure equipment and associated technology is properly configured and functioning for new hires, office moves, and visiting attorneys and staff in the DC office; complete in-person follow-up with end users to confirm prompt resolution.
• Support firm-wide device refresh and rollout projects, including imaging, deployment, data migration, user orientation, and retrieval and proper disposal of retired equipment.
• Order and track all PC hardware, related equipment, and software purchases for the firm.
• Install, maintain, and upgrade hardware infrastructure, responding to equipment setup requests and performing necessary repairs.
• Manage software administration and develop procedures for software installation and configuration.
• Provide basic Power Shell scripting assistance for key custom applications.
• Develop and maintain knowledge base articles, procedure guides, and other resources to assist employees with common issues and enable knowledge sharing across the department.
• Maintain inventories and interact with vendors to procure technology supplies…