Desktop Support Engineer

Desktop Support EngineerMG+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.Key ResponsibilitiesServes 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, GoToMeeting, 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 ticket queue, performs initial intake, and follows the intake and triage procedural structure, leveraging internal and external resources in accordance with escalation procedures.Troubleshoots all aspects of MG+M's technology platforms, including Windows, printers, scanners, network connectivity (AVD and VPN), two-factor authentication, Microsoft 365 and Copilot, and mobility platforms (iPhone, Android and tablets), as well as installation, integration and new hire account administration.Modifies end-user Active Directory accounts, administers remote access and user-based systems, and supports on-demand technology and cyber security awareness programs.Complies with all IT Security policy and procedure, including Least Privilege Access, and during outage periods follows escalation processes to immediately notify senior staff and management, clearly outlining the symptoms of the failure.Assists with the training and onboarding of MG+M users (attorneys and administrative staff) and provides remote and on-site training on MG+M systems and network connectivity.Supports the distribution and day-to-day use of firm-approved AI-enabled tools, including Microsoft 365 Copilot, and upholds firm policy regarding their safe, secure and ethical use.Effectively articulates complex technical subject matter to both technical and non-technical audiences, in writing and verbally, including technology notifications, reports and procedures.Consistently addresses support requests in a swift, clear and concise manner, employing a positive demeanor and delivering the highest levels of professional customer service at all times.Conforms to ITIL methodologies, leveraging full lifecycle, Incident and Problem Management skills within the Service Delivery model in a collegial, team-based environment.Proactively notifies IT Management of potential service interruptions based on trend analysis and ticket volume, documents incident trends and provides written recommendations.Qualifications & ExperienceKnowledge of Document Management Systems (iManage Cloud) and other legal services practice applications.Hands-on experience with Microsoft Office, Microsoft 365 Copilot, the Microsoft 365 Admin Center and the Azure Admin portal, and with remote access technologies including VPN and RDP.Hands-on knowledge of Service Management software and MDM platforms, with mobility experience supporting iPhone, Android and tablets.Experience supporting end users across Windows, MS Office, printers, mobile devices, email, document management, and cloud sharing and collaboration systems (ShareFile, OneDrive, etc.).Proficiency with audio-visual and conference room technology, ideally in a litigation or trial support setting.Familiarity with large language models (LLMs) and generative AI tools is a must, along with a willingness to support their adoption across the firm.Experience working within desk-side support and Service Desk / Technical Assistance Support roles.Experience in ITIL Foundations methods, processes and procedures desired.Strong problem solving, analytical and troubleshooting skills; able to multitask and remain highly organized.Solid understanding of broad technology components and concepts.Bachelor's degree preferred; or equivalent experience.Minimum of 4-6 years' experience in a fast-paced, demanding Legal IT support environment.Experienced, positive, self-motivated and highly proactive professional with solid written and verbal communication skills.Highly accountable and takes ownership; works independently under pressure with minimal guidance and supervision.Availability for after-hours and weekend support and participation in the on-call support rotation.Willingness to travel to MG+M offices as necessary for coverage and to work additional hours in excess of the regular schedule as needed.Why Should You Apply?We offer a collegial work environment, competitive compensation and a comprehensive benefits package including medical, dental, vision, life, disability, and 401(k).MG+M will not discriminate in its employment practices due to an applicant's age, race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status. We are committed to cultivating an environment that embraces and promotes diversity as a fundamental value.