Desktop Support Technician

Wilson Sonsini is the premier legal advisor to technology, life sciences, and other growth enterprises worldwide. We represent companies at every stage of development, from entrepreneurial start-ups to multibillion-dollar global corporations, as well as the venture firms, private equity firms, and investment banks that finance and advise them. The firm has approximately 1,100 attorneys in 17 offices: 13 in the U.S., two in China, and two in Europe. Our broad spectrum of practices and entrepreneurial spirit allow our staff exceptional opportunities for professional achievement and career growth.

Position Summary

Wilson Sonsini Goodrich & Rosati seeks a customer-focused Deskside Support Technician to join our team. We advise the world's most innovative companies and are committed to internal excellence that matches our clients' spirit. The Deskside Support Technician will provide essential, hands-on technical support to our attorneys and professional staff, ensuring they receive efficient and effective resolutions for all hardware and software issues. This role is critical in maintaining the productivity and technological effectiveness of our team members, directly contributing to the seamless operation of our legal and business services.

Main Duties and Responsibilities

• Field incoming support requests from end-users via telephone, email, and the service desk system (e.g., ServiceNow) in a courteous and timely manner.
• Provide on-site and remote support to end-users for network, hardware, and application issues.
• Perform hands-on fixes at the desktop level, including imaging, configuring, and deploying systems, installing and upgrading software, installing hardware, and managing data backup and restore operations.
• Manage the daily setup and support for conference rooms, including audio-visual (AV) equipment and video conferencing systems like Zoom and Microsoft Teams.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Conduct post-resolution follow-ups to ensure issues are fully resolved and users are satisfied.
• Assist in maintaining, controlling, and documenting all IT hardware inventory.
• Perform setup, breakdown, and professional cable management of user workstations.
• Participate in identifying and researching firm hardware needs and play an integral role in the successful implementation of firm-wide IT initiatives.

Qualifications and Skills

• A minimum of two plus years of hardware and software support experience in a fast-paced, networked environment. Prior experience in a law firm is a significant plus.
• Technical Proficiency:Knowledge of basic computer hardware, including PC and Apple products, and experience with mobile devices (Android, iPhones, iPads). Experience with current laptop/desktop operating systems, including Windows and macOS. Proficiency in Microsoft Office / Microsoft 365 applications and strong documentation skills. Familiarity with legal-specific applications such as document management systems (e.g., NetDocuments) is highly desirable. Knowledge of best practices regarding IT security and the ability to handle confidential information with discretion.
• Professional Attributes:Proven ability to communicate technical information effectively to non-technical personnel.Strong analytical and problem-solving abilities.Exceptional customer service skills and a professional demeanor.Highly self-motivated, directed, with keen attention to detail and organizational skills.Ability to work effectively both in a team and individually to prioritize and execute tasks.Willingness and ability to travel as needed to support litigation cases, trials, or to provide coverage for other firm offices.
• Certifications: A+ Certification is preferred; other industry certifications such as ITIL Foundations are a plus.

The primary location for this job posting is in Palo Alto. The actual base pay offered will depend upon a variety of factors, including but not limited to the selected candidate’s qualifications, years of relevant experience, level of education, professional certifications and licenses, and work location. The anticipated pay range for this position is as follows: $29.83 - $40.36 per hour.

The compensation for this position may include overtime and a discretionary year-end merit bonus based on performance. We offer a highly competitive salary and benefits package.

Benefits information can be found here. Equal Opportunity Employer (EOE).