Technical Expert - Washington, DC

Summary

The Technical Expert (Washington, DC) provides firmwide IT support, troubleshooting hardware, software, mobile devices, legal applications, and AI platforms. This role delivers responsive remote and deskside assistance to attorneys and business professionals, ensuring efficient resolution of technical issues and minimal disruption to Firm operations.

Multiple shifts are available, each with designated responsibilities to provide comprehensive technology support throughout the day and evening. This position reports to the Technical Expert Team Lead and requires flexibility to work overtime, adjusted shifts, and occasional weekends based on business needs.

At Willkie, we believe great people are the key to our success. We offer a highly competitive compensation package, exceptional benefits, and a collaborative environment with opportunities for professional growth.

Responsibilities

• Provide firmwide technical support via phone, email, chat, and in person, documenting and resolving requests through Zendesk.
• Troubleshoot and maintain computers, mobile devices, printers, peripherals, and remote access systems.
• Support Microsoft 365, iManage, Citrix, legal productivity applications, and the Firm’s AI platforms.
• Assist with employee onboarding, equipment deployment, office moves, offboarding, and asset management.
• Support conference room technology, video conferencing, client matters, and Firm events.
• Coordinate technical escalations, maintain accurate documentation, and ensure effective shift handoffs.
• Follow Firm information security protocols and maintain strict confidentiality of client and business information.
• Perform other related duties as assigned.
• The following responsibilities are assigned based on scheduled shifts. All times are Eastern Time (ET).

Qualifications

• Minimum of three years of end-user technical support experience, preferably within a law firm or professional services environment.
• Strong knowledge of Windows 11, macOS, Microsoft 365, and enterprise technology support.
• Experience with document management systems, legal applications, Citrix, and secure remote access.
• Familiarity with Microsoft Intune, Jamf, Apple Business Manager, and mobile device management.
• Experience supporting conference room technology, video conferencing, and audiovisual equipment.
• Familiarity with AI platforms such as Harvey, ChatGPT Enterprise, CoCounsel, and Microsoft Copilot.
• Working knowledge of networking fundamentals and IT ticketing systems, preferably Zendesk.
• Excellent troubleshooting, communication, organizational, and customer service skills.
• Ability to manage competing priorities, work independently, and maintain strict confidentiality.
• Flexibility to work assigned shifts, overtime, and occasional weekends based on business needs.
• CompTIA A+, Microsoft, Apple, or ITIL certification a plus.
• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.

ADA Requirements

• Ability to sit at a desk for part of the working day and to walk throughout the office, including between floors, for extended periods.
• Needs manual dexterity, speed and accuracy in handling computer, audio-visual and office equipment.
• Ability to work efficiently and accurately in an atmosphere of frequent interruption.
• Ability to work in close proximity to other individuals.
• Ability to bend, kneel and reach to access under-desk equipment and cabling.
• Must be able to lift, carry and move objects up to 10 lbs frequently and up to 50 lbs occasionally, e.g., computers, monitors and audio-visual equipment.