Senior Technician: Technical Support

Mayer Brown LLP is seeking a Senior Technician: Technical Support to support the New York office with day-to-day technology setup, troubleshooting, and escalated incident resolution. This office-based role partners with lawyers and business professionals to keep systems running smoothly, manage end-user hardware and AV/video conferencing support, and help drive adoption of new technologies, including AI-enabled tools.

What you’ll do

• Work proactively with internal and external clients to understand evolving technology needs and deliver tailored solutions
• Lead initiatives that streamline and optimize business workflows through automation and AI-driven tools
• Build and maintain working relationships with AI tools such as Copilot and ChatGPT to enhance business processes
• Guide lawyers and business professionals as they adopt new systems and workflows, supporting smooth transitions and high user engagement
• Stay current on emerging technology trends, recommending and piloting solutions that support competitive advantage
• Provide full life cycle management for escalated incidents, requests, and problems, including troubleshooting research, investigation, isolation, and resolution
• Update and manage escalated tickets according to local, regional, and global standards using the ServiceNow cloud platform
• Support local hardware asset management, including hardware upgrades and tracking using the ServiceNow cloud platform
• Repair and maintain Firm-supported laptops, desktops, printers, and video equipment in line with Firm standards
• Provide and manage print queues and monitor and troubleshoot print server issues where applicable
• Deliver in-room support and troubleshooting for audio visual and video conference meetings and events using Cisco, Webex, Zoom, Microsoft Teams, and other virtual platforms
• Assist with 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 help with updates and problem resolution
• Meet timelines and/or budgets for assigned projects
• Participate as required in moving users to other offices or floors
• Support other IT teams by testing new software packages and upgrades to existing applications
• Update and contribute to the Knowledge base to share expertise
• Act as a technology resource for industry trends, hardware and software implementations, and change management
• Maintain high customer support quality through responsiveness, proactive communication, and expectation management
• Identify and communicate operational and business risks to appropriate IT and management levels
• Follow IT and user quality assurance policies and practices, and adhere to Firm and IT security policies
• Provide support on an overtime basis as needed, and participate in on-call support as part of an agreed schedule
• Maintain regular, on-time attendance to ensure consistent service delivery
• Deliver excellent 2nd line/desk side incident, problem, and request management support in accordance with documented processes
• Resolve escalated Service Desk tickets and manage customer expectations
• Communicate problems and issues that impact business, including outages

Requirements

• University degree in a related field is preferred; an equivalent combination of education and/or experience may be considered in lieu of the degree
• Law firm experience is preferred
• Demonstrated advanced proficiency in Microsoft Office products
• Expert hardware support capability including installation, maintenance, and repair of desktops, laptops, printers, and mobile devices
• Experience managing imaging and configuration of PCs to meet organizational standards
• Strong knowledge of asset management practices and hardware inventory tracking throughout its lifecycle
• Advanced understanding of Windows 11 operating system administration, including configuration, updates, and user account management
• Ability to support security compliance through expertise in document encryption, compression tools, and metadata management systems
• Support experience across Active Directory, Exchange, TCP/IP, DNS, DHCP, and VPN technologies
• Application support proficiency, including troubleshooting and resolving software issues for end users
• Knowledge of related OS and registry problems
• Knowledge of document management systems and e-filing processes
• Strong written and verbal communication skills for conveying technical information to clients and colleagues at all levels
• Professional communication with internal teams and external vendors
• Ability to perform under pressure, meet deadlines, and adapt to shifting priorities
• Self-motivated with initiative to identify and address technical issues
• Strong customer service skills, independent judgment, attention to detail, and organizational skills for managing multiple tasks
• Commitment to confidentiality and discretion when handling sensitive information
• Comfort handling difficult customer interactions with empathy, professionalism, and composure
• May require occasional lifting of up to 35 to 40 lbs

Technology tools you’ll work with

• ServiceNow cloud platform
• Microsoft Office
• Windows 11
• Active Directory, Exchange, TCP/IP, DNS, DHCP, VPN
• Document encryption, compression tools, metadata management systems
• Document management systems and e-filing
• Copilot, ChatGPT
• Cisco, Webex, Zoom, Microsoft Teams
• Video conferencing platforms and systems

Location and compensation

New York, NY (onsite). The salary range is USD 77,000 - 102,000 per year. The posted range reflects a typical pay scale, and actual compensation may vary based on education, experience, skills, and internal pay alignment.

Benefits

• Medical/dental/vision/life/and AD&D insurance
• 401(k) savings plan
• Back-up childcare and eldercare
• Generous paid time off (PTO)
• Opportunities for professional development and growth