IT Operations Engineer

Provide operational and second-/third-level end-user support to lawyers and staff for the firm's technologies and software-including Windows, Microsoft Office, document management, remote communication applications, telephony, and other firm applications-while serving as part of the team responsible for supporting the firm's network technologies, including Windows Servers, virtual server infrastructure, desktops, IP telephony/UC systems, and associated network connections, hardware, and applications; duties include configuring devices, setting up end-user equipment and work areas, performing operating system and software upgrades, assisting with installation and deployment of physical servers and VMware/Hypervisor hosts, maintaining the office's physical technology infrastructure, and troubleshooting circuits, routers, switches, load balancers, firewalls, VoIP, and other network-related issues.

Essential Functions

* Work with the architects and engineering teams in planning new application installs or executing upgrades to existing applications, new systems technology solutions and upgrading existing systems components; based on the delivery specifications
* Support and maintain all firm applications
* Research and resolve all escalated trouble tickets for firm applications and hardware
* Where appropriate, assist the Service Desk and other IT Operations Engineers with resolving tickets that originate in an Operations Engineer resident office.
* Manage end-user accounts, permissions, access rights, and storage allocations in accordance with firm practices regarding nomenclature, privacy, and security for all desktop-based applications and services
* Execute and maintain Standard Operating Procedures (SOPs) for the administration of relevant applications, systems, and technologies - identify gaps in processes or documentation and suggests improvements
* General support and administration of network infrastructure components including switches, hubs, wireless access points, remote access devices, and phone and voicemail systems
* Use systems management software to monitor and configure/maintain the firm's systems
* Participate in testing the firm's Disaster Recovery / Business Continuity solutions and processes; including backup/restore, and storage replication
* Maintain cable plant, coordinating with cable vendors as needed
* Perform other duties as assigned
* Function as second level support within the Operations group to assist with issues before they are escalated to other groups.
* Maintain and review tickets in tracking system for quality control measures. When necessary, provide follow-up and assistance to other staff members when corrections or adjustments need to be made.
* Identify and resolve problems with hardware and software in use within the office. Identify solutions to systemic problems. Document general and specific troubleshooting techniques in the firm's support ticketing system. Provide assistance to other support staff with this process as needed.
* Remain abreast of all firm technologies and applications, software enhancements, new software and technology trends through online references, periodical information, and attending relevant training and seminar sessions.
* Manage end user accounts, permissions, access rights, and storage allocations in accordance with firm practices regarding nomenclature, privacy, and security for all desktop-based applications and services.
* Document and update processes and procedures.

Non-Essential Functions

• Perform other duties as assigned

Minimum Qualification

• Bachelor's degree in computer science/information systems or equivalent certification from an accredited technical training school or equivalent (2-4 years) experience in general Information Systems/computer support
• 2-4 years' experience in a Windows environment with working knowledge in regard to maintaining and optimizing systems
• 2-4 years' experience in operating systems/application software integration and installation automation using standard tools and scripting. (SCCM, PowerShell, Group Policies)
• 2-4 years' experience with one or more of the following (emphasis may vary depending on immediate needs of the firm):
  • iManage document management system experience; with working knowledge regarding maintaining and optimizing the system including experience with EMM and matter-centricity.
  • Citrix XenApp experience with working knowledge regarding maintaining and optimizing the system
  • Major organization-wide systems (Scanning, Faxing, Helpdesk, etc.) with working knowledge regarding maintaining and optimizing such system(s)
  • MS Exchange/Outlook mail systems; with working knowledge regarding maintaining and optimizing the client performance.
  • Network systems support and installation, including server hardware, network operating systems software, and hypervisor technologies.
  • Systems infrastructure support and installation including SAN storage systems, and various Disaster Recovery / Business Continuity.

  Success Factors

  • Attention to detail: avoid common and frequent mistakes; complete complex projects and tasks without error
  • Critical thinking and problem solving recognize problems or situations that are new or without clear precedent; evaluate alternatives and find solutions using a systematic, multi-step approach; develop improvements and innovations to enhance performance
  • Customer service: is highly responsive to initial requests and follows through on all commitments, both stated and implied; works diligently to ensure that everyone seeking Department services receives the highest level of service; manages own work to meet or exceed service level expectations
  • Initiative and creativity: identify areas for improvement within personal areas of responsibility, group, department, and firm; develop unique and new approaches to address existing challenges and/or positively affect lawyer productivity, client service, and overall fiscal health of the firm
  • Teamwork: able to work well with others on projects, initiatives, and tasks that require their input and cooperation

  Work Environment

• Non-Smoking environment
• Ability to maintain a flexible work schedule
• Available to work in the office 8:30 - 5:00 pm Monday through Friday.
• Remote work may be available for this position
• Extra weekday and weekend hours may be required for special programs or events
• Must be available to work beyond regular hours when necessary
• Must be able to work under tight deadlines and stressful situations
• Must have ability to work independently
• Must be able to comply with all safety requirements in our workplace which may include provision of proof of full vaccination for COVID-19 and adherence to other safety protocols implemented

The anticipated base salary range for this position is $80,000-$90,000. The actual base salary offered will be dependent upon the applicant's experience and qualifications, as well as other job-related factors, including but not limited to, relevant skills, education, certifications or other professional licenses held, and if applicable, geographic location.

Steptoe offers a full range of benefits for you and your eligible dependents. Benefits currently include: medical, dental, vision, life, disability, dependent care, health care flexible spending accounts, 401K Plan, Profit-Sharing, Paid Time-Off and a robust Wellness Program.

Steptoe LLP is an equal opportunity employer EOE/Disability/Veteran. All qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, sexual orientation, gender identity and expression, marital status, mental or physical disability, genetic information, or any basis proscribed by applicable statutes.