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Jackson Walker LLP · 1 day ago

Desktop Engineer

Houston, TX

Full-time

Hybrid

Mid Level

3+ years exp

Jackson Walker, the largest law firm in Texas, has an exciting full-time employment opportunity for a Desktop Engineer in our Houston office. The incoming Desktop Engineer will provide outstanding end-user technology support in a fast-paced professional environment, managing equipment, software, and asset life-cycle management while ensuring high-quality customer service.

ConsultingLegalProfessional Services

Responsibilities

Provide onsite and remote support for attorneys, legal assistants, and administrative staff across multiple firm offices

Deliver high-touch, professional support for time-sensitive legal tasks, client meetings, and executive technology needs, ensuring unparalleled customer service and clear communication

Coordinate with local office administrators to schedule support visits, equipment replacements, and user outreach

Create a consistent end-user experience across all locations, reinforcing the firm’s commitment to service excellence

Maintain and reconcile asset inventories across assigned firm locations, ensuring devices are properly tagged, tracked, and maintained

Coordinate shipments and deployments of hardware to remote offices and users, ensuring consistency in equipment standards

Perform periodic site visits to verify physical inventory and update asset records in the firm’s asset management system

Support firmwide hardware refresh cycles, ensuring smooth rollout and collection across all sites

Collaborate with procurement and Finance to support hardware lifecycle planning and cross-office cost allocation

Diagnose and resolve hardware, software, peripheral, and connectivity issues across different office environments

Support and troubleshoot firm-standard applications including Windows OS, Microsoft 365, iManage, VPN, and legal tools

Serve as a Tier 2/3 escalation point for the Service Desk and regional support teams for complex or high-impact issues

Use remote tools and diagnostic scripts to resolve incidents efficiently for users in satellite or home offices

Document all work and resolutions clearly in the firm’s ticketing system, ensuring transparency and shared visibility

Image, configure, and deploy desktop and laptop systems according to firm standards at multiple office locations

Perform onsite and remote setup of AV and conferencing technology, including Zoom/Teams rooms and meeting support

Support and maintain peripheral devices such as printers, scanners, docking stations, and video equipment in each office

Apply updates, patches, and OS upgrades through both hands-on and automated methods

Assist with office buildouts, relocations, and closures, ensuring seamless technology transitions

Collaborate with IT peers across infrastructure, security, and applications to deliver unified support across offices

Share best practices and regional feedback with leadership to inform service improvements and deployment strategies

Representing IT during onsite visits to local offices, acting as the face of technology support for that location

Support major firmwide rollouts and upgrades, providing field-level feedback, testing, and end-user training

Serve as a liaison between local offices and centralized support teams to escalate issues and resolve bottlenecks

Commitment to staying updated with the latest technological trends and certifications

Provide technical coaching and training to end-users and team members

Participate in firm-sponsored security, compliance, and legal technology training programs

Demonstrate flexibility in handling diverse technical problems and adjusting to new tools and technologies

Produce regular reporting on ticket trends, issue resolution times, and asset status across firm offices

Update and refine internal documentation, knowledge base articles, and process guides

Track and analyze escalated issues to identify patterns and recommend systemic fixes

Qualification

Windows OSMicrosoft 365SCCM proficiencyActive DirectoryVPNImage DeploymentTechnical TroubleshootingA/V supportPrinter supportPowerShellMDM experienceTicketing systemsLegal applications familiarityCompTIA A+CompTIA Network +CompTIA Security +MD-102 certificationAZ-900 certificationInterpersonal skillsDocumentation accuracyTeam collaboration