Covington & Burling LLP · 10 hours ago
IT Help Desk Technician
United States
Full-time
Remote
Entry Level
$50K/yr - $80K/yr
1+ years expCovington & Burling LLP is seeking an IT Help Desk Technician to join their IT Help Desk team. This role is responsible for providing end-user technical assistance and support for firm computer systems, hardware, software, and remote access, ensuring a reliable and effective technology experience for users.
AdviceLegal
No H1B
U.S. Citizen Only
Responsibilities
Provides technical assistance and support for incoming inquiries related to firm computer systems, hardware, software, and remote access
Responds to support requests either over the phone or via email in a professional, confident, and courteous manner
Thoroughly documents support requests using the IT Help Desk ticketing system
Facilitates issue handling and escalation with cross-functional support staff to achieve timely resolution
Monitors help desk issues to identify broader trends and themes, working with IT Help Desk / End User Support management as needed to evaluate potential problems as part of the ITIL / ITSM discipline
Follows up with customers, provides feedback, and sees problems through to resolution
Keeps up-to-date with the Firm’s policies and procedures as they apply to the usage of technology
Writes tips, frequently asked questions, and knowledge articles for the firm’s knowledge base and authors/maintains the Help Desk knowledge base articles
Stays up-to-date on Firm technology and systems, required skills and competencies, as well as policies and procedures through self-guided learning and review of training materials created by the IT Help Desk management/training staff
Performs independent research on systems to solve intricate or difficult technical problems
Uphold high standards of confidentiality, discretion, and integrity, particularly with respect to all sensitive and/or confidential firm and client information to which this position will have access
Qualification
Required
College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical discipline
1+ years of relevant experience, ideally in a large Law Firm setting, a comparable professional services organization, or a legal information services provider
Knowledgeable of applications and technologies common to a law firm (e.g., Collaboration solutions, Document Management Solutions)
Working knowledge of best practices for designing, implementing, and continuously refining a global, tiered IT support desk model
Working knowledge of ITIL-oriented process design for IT Service Management
Working knowledge of leading service desk performance indicators and service level standards
Working knowledge of leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow)
Excellent attention to detail and organizational skills
Strong service orientation, and an understanding of the importance of developing effective working relationships with users
Highly motivated, analytical, organized, and efficient
Excellent follow-through, attention to detail, problem-solving, and debugging skills
Displays excellent problem-solving capabilities
Ability to work well under pressure
Ability to work independently as well as part of a team
Availability to work before and after business hours and weekends with little or no notice
Position requires access to equipment, software, or technology subject to U.S. export controls. To be granted access pursuant to US Export Control laws, candidate must be either (a) a United States citizen or national; (b) a person lawfully admitted for permanent residence of the United States (i.e., 'Green Card' holder); or (c) an INS-approved refugee or asylum holder who has applied for naturalization within six months of the date the individual first became eligible; and if not yet naturalized, is still actively pursuing naturalization if 2 years have passed since the date of application to be granted access pursuant to US Export Control laws
Preferred
Appropriate technical certification(s) are preferred
Previous exposure to law firm environment is highly preferred
Company
Covington & Burling LLP
Covington & Burling LLP is an international law firm that provides legal advisory services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Adrian Perry
Partner
Andrew Jack
Partner
Recent News
2025-12-15
Washington Technology
2025-11-06
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