IT Help Desk/Trial Support Specialist

About Us

Finnegan is more than just a law firm – we are a powerhouse of innovation and strategy growth.  We pride ourselves on providing top-tier intellectual property services globally.  Our success is rooted in our emphasis on relationships with our clients and each other.  We care about every individual, and it is why many professionals have spent their entire careers at Finnegan.

Role Overview

The IT Help Desk/Trial Support Specialist is an in-person end-user support and trial technology role responsible for delivering responsive, day-to-day IT help desk support to attorneys and staff while also providing hands-on courtroom and litigation technology support for trials, hearings, arbitrations, and mediations. Working under the direction of the Director of IT Operations, this position resolves hardware, software, and audio-visual issues in the office and delivers an “in-office” technology experience to case teams on the road — from setting up trial war rooms and courtroom presentation systems to supporting case teams during live proceedings.

Responsibilities

 End-User & Help Desk Support

• Serves as a front-line point of contact for technology issues, providing on-site and remote end-user support for firm-provided hardware (desktop, laptop, mobile) and software in a timely, professional manner.
• Receives, logs, prioritizes, and resolves incidents in the Help Desk ticketing system, escalating to senior IT staff as needed to ensure timely resolution, root-cause analysis, and knowledge transfer.
• Performs Tier 1–2 tasks including password resets, account unlocks, user provisioning, and permissions/access management within Active Directory and Microsoft 365 environments.
• Installs, configures, images, tests, troubleshoots, and repairs workstations, printers, and peripherals; replaces basic PC, laptop, and printer components as needed.
• Monitors and responds to the assigned office IT group e-mail alias and responds to telephone, email, and in-person requests for support.
• Coaches attorneys and staff on firm technology tools to maximize productivity and minimize recurring, use-related issues.

Trial & Litigation Technology Support

• Leverages firm resources to deliver an “in-office” technology experience to case teams traveling for trials, hearings, arbitrations, and mediations, and serves as a main contact for IT questions, concerns, and needs during trials.
• Sets up, configures, and troubleshoots trial war rooms, remote trial sites, and courtroom presentation equipment.
• Operates courtroom presentation systems during live proceedings for in-person and virtual events, including the display of exhibits and demonstratives.
• Utilizes audio and visual equipment to display courtroom graphics and exhibits, and supports interoffice and client video meetings, court hearings, and depositions (Crestron panels, Neat Bars, Cisco Room Bars, screens, cameras, and related AV systems).
• Maintains knowledge databases relevant to trials — including judges’ preferences for IT set-ups, courtroom layouts, and courthouse restrictions or requirements for outside IT equipment.
• Works with the eDiscovery team and other IT personnel to test, implement, and upgrade trial technology software within the firm environment, and advises case teams on trial-support best practices.
• Assists with trial equipment and supply-room inventory in relation to trial preparation.

Operations & Administration

• Tracks, documents, and monitors all issues to resolution and creates, edits, and maintains internal knowledge-base articles to enable knowledge sharing across the department. Coordinates with other internal IT teams where overlap exists to streamline procedures, communications, and processes.
• Maintains inventories and interacts with vendors as necessary to procure technology supplies and services; assumes responsibility for accurate software administration as assigned.
• Ensures accurate and timely entry of billable and non-billable time and reviews time entries prior to month-end closing.
• Assists in testing new software and hardware, including participation in pre-pilots and pilots, and provides feedback.
• Ensures all support is compliant with department policies, procedures, and standards; promptly reports non-compliant hardware, software, or practices.
• Performs daytime, evening, after-hours, weekend, holiday, and/or emergency-closure support as necessary and participates in rotating on-call coverage; occasional travel is required to support legal proceedings.
• Other duties and special projects as assigned.

Qualifications

• Bachelor’s degree preferred. In lieu of a degree, a minimum of three years of combined IT end-user support and/or litigation and trial technology support in a professional services environment is required; law firm experience preferred.
• Minimum of two years of hands-on IT support experience (Windows workstation implementation, management, and support), preferably in a legal or professional services setting.
• Experience using and supporting Windows, Microsoft 365, SharePoint, OneDrive, Teams, Zoom, Webex, Citrix, VPN, and document management systems such as NetDocuments.
• Familiarity with courtroom presentation and trial-support tools (e.g., TrialDirector, OnCue, Sanction) and strong proficiency in the Microsoft Office Suite, with knowledge of PowerPoint, Excel, and Adobe Acrobat (including redacting and redlining) required.
• Experience with basic laptop and printer repairs and the ability to replace basic components of a PC, laptop, and printer.
• Basic knowledge of networking in an MS Server 2019 environment; experience supporting and using video conferencing equipment preferred.
• Current certifications such as CompTIA A+, Network+, or Microsoft MD-102/Windows are a plus. Experience with Carpe Diem, Aderant, and Relativity is a plus.
• Excellent oral and written communication (including spelling and grammar) and interpersonal skills; ability to explain technical concepts to non-technical users.
• Self-motivated and able to work independently with clients and litigation teams, yet a willing team player; able to work under pressure, meet frequent deadlines, and prioritize multiple tasks.
• Flexible attitude with the ability to deal well with changing assignments and priorities and a willingness to learn and acquire advanced duties.

If you are a strategic thinker with a passion for promoting success, we would love to hear from you. 

The role is based in our Dallas, TX office and requires an onsite work schedule. The base annual pay range for this role is between $70,000 - $95,000; roughly $35.90 to $48.72 per hour. The base pay to be offered will vary and depend on skills and qualifications, experience, location and will also take into account internal equity. A full range of medical, financial and/or other benefits dependent on the position will also be offered. 

Equal Employment Opportunity Statement: 

Finnegan is an Equal Opportunity Employer. The firm is committed to providing equal employment opportunities to all applicants for employment, as defined by applicable state and federal laws, without regard to race, color, religion, sex, national origin, ancestry, age, sexual orientation, gender identity or expression, physical or mental disability, medical condition, military or veteran status, genetic information, marital status, pregnancy, childbirth, or related medical conditions, or any other protected status in accordance with all applicable federal, state and local laws. For candidates needing reasonable accommodations or assistance with the application process, please contact Human Resources at 202.216.5400.

Our privacy policy for applicants can be found here.

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Equal Opportunity Employer