IS Support Specialist

Summary:

Gibson Dunn is a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm’s work is distinguished by a unique combination of precision and vision.

Based in London, the IS Support Specialist is a second-level support role with the primary responsibility of providing technical support to customers along with operational and administrative support for IS functions in the assigned Gibson Dunn office(s). The assigned person will actively participate in maintaining and improving the timeliness and quality of IS support provided to all customer constituencies within assigned office(s).

This role is a full-time, on-site position, reporting to the Manager of User Experience.

Responsibilities include:

• Execute the effective and timely delivery of IS services, both hardware and software.
• Interact effectively with all customer constituencies, in person when at all possible.
• Deploy and maintain the operational availability of all related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and, when directed by IS Operations, servers, and network infrastructure.
• Perform effectively as a second-level technical resource to resolve customer issues.
• Listen attentively to the problem/issue described by the customer and log all pertinent information into our call tracking program, ServiceNow.
• Contribute detailed solutions to the ServiceNow Knowledge Base.
• Promote effective utilisation of firm-provided software applications to customers.
• Keep the equipment inventory up to date at all times in the Asset Management System.
• Provide technical support and assistance outside of normal business hours as required.
• Must have strong organisational skills and be able to prioritise work efficiently; multi-tasking is necessary.
• Maintain and adhere to firm-wide and departmental policies, standards, operational guidelines, and administrative procedures relating to IS function.
• Participate as an active team member on assigned IS projects.
• Set up, install, operate, test and troubleshoot audio-visual equipment and collaboration technologies (Zoom/Cisco Rooms, Teams) including setting up equipment used to enhance live events (townhall meetings/webinars, etc.) such as laptops, projectors, screens, and microphones

Qualifications:

• Strong verbal, written, interpersonal and team skills.
• Strong customer service skills.
• Experience providing support in Windows 11, macOS and iOS environments.
• Experience providing support on Microsoft Office products, Exchange Online, SCCM, and Intune.
• Experience providing IS support in a Legal or Professional Services environment.
• Superior experience with computer hardware, printers, smartphones, and audio-visual communications equipment.
• Strong problem solver, with an ability to work well under pressure.
• Proven experience effectively resolving critical/major incidents, particularly those that have an impact on high-level stakeholders (partners, senior and C-level management).
• Strong project planning, organisational and execution skills.
• Strong ability to build and maintain trusted relationships and effectively collaborate at all levels and across all disciplines.
• Ability to remain calm and reasoned under pressure.
• Ability to be flexible to meet varied and changing business requirements.
• The role requires manual handling and transportation of equipment

Experience:

• Bachelor’s degree in a related field is preferred or technical college training with equivalent experience is also considered.
• Experience in the legal industry is preferred.
• Applicants must have the right to work in the United Kingdom.
• Minimum 5 years of relevant experience.

Gibson Dunn will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of local law.