End-User Support Specialist

Foley Hoag, a highly regarded international law firm, seeks an End-User Support Specialist to provide on‑site IT support to attorneys and staff in the Washington D.C. office. The specialist will demonstrate outstanding customer service, provide responsive deskside and A/V support, advocate for user needs, and collaborate with IT teams across other offices to resolve issues. The ideal candidate will work autonomously in fast‑paced environments, have familiarity with networks, applications, and hardware, and possess strong critical‑thinking skills to diagnose and troubleshoot quickly. All work is 100% on‑site in Washington D.C. with the potential for hybrid work depending on business needs. The position is overtime eligible and may require work outside standard hours. Compensation range is $78,500.00 to $95,900.00, commensurate with related experience and qualification. Responsibilities Provision and imaging of laptops/desktops using Intune; configure loaner and mobile devices for employees. Move PC equipment; swap internal components such as memory and hard drives as needed. Troubleshoot hardware and software issues and work with other IT teams to resolve problems. Troubleshoot printing issues. Meeting and event conferencing support. Maintain and troubleshoot conference room hardware and software devices. Work directly with AV Manager and AV team to support end‑user needs. Manage vendors on site when needed. Troubleshoot local network issues ranging from bad cable to workstation connectivity, switch malfunctions, and server failures. Maintain and track IT assets and inventory for the DC office. Move, maintain, and lift server equipment into and out of racks for replacement and upgrades. Liaison with users and the IT Operations group in Boston when needed. Train users in the firm’s core software applications as required. Provide in‑person training for core applications and IT policies with the training manager. Coordinate all technology requirements for attorneys engaged in international travel. Provide document scanning training and support. Track and document support issues in the ticketing system. Complete system updates and reboots as needed; flexibility to work outside standard business hours may be required. Ensure technology policies and security procedures are understood and followed by DC users. Support in coordination of key IT initiatives impacting the DC office. Occasionally assist with off‑site support at hearings, world bank events, etc. Other duties as assigned. Qualifications At least five years of experience in an IT support role; prior experience in legal or financial services is highly desired. Excellent communication skills and ability to work independently. Outstanding customer service mentality and strong critical‑thinking and problem‑solving skills; demonstrated track record of taking initiative to find creative solutions to IT issues. Superb written and verbal communication skills; ability to build strong relationships with users across the Washington D.C. office. Proficient in Microsoft Office applications. Knowledge of supporting all Windows operating systems, iManage, ChangePro, Metadact, Innova, Adobe, Nuance, and Mimecast. Experience with Citrix XenDesktop and VPN environments. Knowledge of laptop and desktop provisioning. Familiarity with Cisco/Jabber telephone programming and troubleshooting. Familiarity with video‑conferencing hardware and software, including Zoom, Teams, Cisco, and Crestron. An appreciation for Foley Hoag’s core values of excellence, service ethic, collegiality, and inclusivity. Ability to lift and carry up to 15 lbs, with some stretching and bending required. Foley Hoag LLP is an equal opportunity employer. This means that Foley Hoag LLP considers applicants for employment, and makes employment decisions without unlawful regard to sex, race, color, religion, citizenship, national origin, ancestry, sexual orientation, gender identity, age, marital or domestic partner/civil union status, military service or veteran status, disability, and any other characteristic covered by applicable federal, state or local nondiscrimination laws. #J-18808-Ljbffr Foley Hoag