Deskside Support Specialist (2373-437)

WilmerHale is a leading, full-service international law firm with 1,000 lawyers located throughout 12 offices in the United States and Europe. Our lawyers work at the intersection of government, technology and business, and we remain committed to our guiding principles of providing quality, excellent legal and client services; developing diversity among our lawyers and staff and cultivating an environment that promotes an ambitious spirit, collaboration and collegiality by drawing on the extraordinary talents and dynamic experience of our lawyers. Our goal is to reflect the diversity of our clients and the communities in which we practice.

About the Role

The Support Specialist provides onsite and remote technical support to attorneys, staff, and visitors, ensuring seamless use of firm technology. This role delivers hands-on support across hardware, software, mobile devices, AV systems, and connectivity, while promoting best practices and a high standard of customer service.

What You Will Be Doing

• Deliver onsite and remote technical support (phone, email, chat, video, in-person) for end-user devices, applications, and network connectivity
• Configure, deploy, and support laptops, desktops, mobile devices, and printers
• Provide Audio Visual (AV) and multimedia support for meetings, including video conferencing and presentation systems
• Support visiting clients and external users with guest connectivity, devices, and collaboration tools
• Troubleshoot and resolve technical issues, escalating as needed; track all work in ServiceNow following ITIL-based processes
• Educate users on effective use of technology to improve productivity and reduce repeat issues
• Assist with testing new technologies and contribute to continuous service improvement initiatives
• Provide after-hours and occasional on-site support for outages, events, or business-critical needs
• Support trial and hearing technology setups, including potential domestic or international travel