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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technician: Technical Support - **Company:** Mayer Brown LLP - **Location:** New York, NY, United States - **Experience:** Expert - **Salary:** $77,000.0 - $102,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Software Applications, Computer Programming, Custom Software, Dynamic Host Configuration Protocol, Desktop Computing, Document Management Systems, Domain Name System (DNS), Meta-Data Management, Print Servers, Productivity Software, Remote Access Technology, Software Engineering, TCP/IP, Cisco WebEx, Enterprise Software Applications, Electronic Filing System, Cloud Platform System, Laptops, Hardware Infrastructure, GPT, Cisco, User Administration, Servicenow - **Published:** September 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=466686c09fec5170 ## About the Role * University degree in a related field is preferred. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job. Professional Experience: * Law firm experience is preferred. Technical Skills: * Demonstrated advanced proficiency in Microsoft Office products, ensuring efficient use of productivity applications across the organization. * Provides expert hardware support including installation, maintenance, and repair of desktops, laptops, printers, and mobile devices, ensuring minimal downtime and optimal device performance. * Manages the imaging and configuration of PCs to meet organizational standards, preparing devices for deployment and maintaining consistency across assets. * Maintains strong knowledge of asset management practices, tracking and managing hardware inventory throughout its lifecycle. * Possesses advanced understanding of Windows 11 operating system administration, including configuration, updates, and user account management. * Ensures compliance with security protocols through expertise in document encryption, compression tools, and metadata management systems. * Supports advanced desktop activities involving Active Directory, Exchange, TCP/IP, DNS, DHCP, and VPN technologies. * Proficient in application support, including troubleshooting and resolving software issues for end users. * Knowledge of related problems with OS and registries. * Knowledge of document management systems and e-filing processes. Performance Traits: * Demonstrates strong written and verbal communication skills, effectively conveying technical information to clients and colleagues at all levels of the organization. * Communicates in a professional manner with internal teams and external vendors, ensuring clarity and accuracy in all interactions. * Performs well under pressure, consistently meeting deadlines while adapting to shifting priorities. * Exhibits self-motivation and initiative, proactively identifying and addressing technical issues. * Provides exceptional customer service by anticipating client needs and exercising independent judgment. * Maintains a high level of attention to detail, ensuring accuracy in troubleshooting and documentation. * Employs excellent organizational skills to manage multiple projects, tasks, and support requests simultaneously. * Upholds confidentiality and discretion when handling sensitive information. * Collaborates as a team player, contributing to a positive and productive work environment. * Manages difficult customer interactions and situations with empathy, professionalism, and composure. Physical Requirements: * May require occasional lifting of up to 35 to 40 lbs. ## Description The Senior Technician: Technical Support provides office-based technology setup and support, troubleshooting custom applications, systems, and hardware issues. They serve as a project resource and collaborate with peers, to deliver seamless, innovative technology services aligned with the Firm's strategic goals. This role also champions the adoption of new technologies-including AI-by optimizing workflows and supporting change management initiatives., Forward-Thinking Responsibilities: * Proactively collaborate with internal and external clients to understand evolving technology needs and deliver tailored solutions * Lead initiatives to streamline and optimize business workflows through the adoption of new technologies, including automation and AI-driven tools * Develop and maintain a strong working relationship with AI tools (e.g., Copilot, ChatGPT) to enhance business processes * Provide guidance and support to lawyers and business professionals adopting new systems and workflows, ensuring smooth transitions and high user engagement * Stay ahead of emerging technology trends, recommending and piloting innovative solutions that drive competitive advantage, * Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation, and resolution * Update and manage all escalated tickets in accordance with local, regional, and global standards and processes using ServiceNow cloud platform * Collaborate with the team to manage all local hardware assets and assist with hardware upgrades and tracking using ServiceNow cloud platform * Repair and maintain all Firm-supported laptops, desktops, printers, and video equipment in accordance with firm standards * Provide and manage print queues, monitor and troubleshoot print server issues (where applicable) * Provide in-room support and troubleshooting for audio visual/video conferences, meetings, and events utilizing video conferencing platforms and systems from Cisco, Webex, Zoom, Microsoft Teams, and other virtual platforms * Provide programming and move/add/change support for office phones (where applicable) * Under general supervision, monitor, document, and update existing network systems and local server hardware and assist in implementation of updates and problem resolution * Successfully meet timelines and/or budgets for assigned projects * Participate as required in moving users to other offices or floors * Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications * Collaborate effectively with team members to achieve departmental objectives and support cross-functional initiatives * Represent the IT department with professionalism and a customer-focused approach, ensuring positive interactions with internal and external clients * Update and contribute to the Knowledge base to share expertise * Function as a technology resource to the Firm for industry trends, technology implementations (hardware and software), and change management issues * Provide high levels of customer support by being responsive, communicating proactively and managing expectations * Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management * Adhere to all IT and user quality assurance policies and practices * Adhere to all Firm and IT security policies and practices * Provide support on an overtime basis as needed to support technical issues within the Firm * Provide on-call support as part of an agreed schedule Accountabilities: * Maintain regular and on-time attendance to ensure consistent support and service delivery * Provides excellent 2nd line/desk side incident, problem, and request management support in accordance with documented processes * Resolution of all escalated Service Desk tickets and associated customer expectation management * Effective and proactive communication of problems/issues that impact business (e.g., outages) ## Related Videos - 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