Desktop Engineer

Please note that Jackson Walker is not currently accepting search firm submissions in connection with this opening.

Desktop Engineer

FLSA Status: Non-Exempt

Department: IT

Reports To: Manager of End User Experience

Jackson Walker the largest law firm in Texas has an exciting full-time employment opportunity for a Desktop Engineer in our Austin office. The incoming Desktop Engineer will provide outstanding end-user technology support in a fast-paced professional environment. This role is responsible for: imaging configuration management and maintenance of approved equipment peripherals and software; maintaining asset life-cycle management through accurate complete and up-to-date inventory records detailing all technology equipment owned by the firm; managing maintaining documenting and implementing assigned software applications; issue resolution trend identification customer and departmental technology advocacy and maintenance of firm assets.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Specific duties of this position include but are not limited to:

End-User Support & Customer Service:

• 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 firms commitment to service excellence.

Asset & Inventory Management:

• 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 firms 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.

Technical Troubleshooting:

• 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 firms ticketing system ensuring transparency and shared visibility.

System Deployment & Maintenance:

• 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.

Team Collaboration:

• 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.

Professional Development:

• 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.

Reporting & Documentation:

• 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.

QUALIFICATIONS:

• Associate or bachelors degree in information technology or related field or equivalent experience.
• 3 years of experience in desktop support or engineering experience ideally within a multi-office law firm or professional services setting.
• Proficiency in Windows OS Microsoft 365 remote access tools (Citrix VPN).
• Familiarity with legal applications (iManage Litera etc.) and hardware components.
• Excellent interpersonal skills and ability to work collaboratively in a team environment.
• Accuracy in documenting issues solutions and user interactions.
• Ability to review and interpret documents and data with or without reasonable accommodations.
• Ability to communicate effectively in person over the phone and through written correspondence.
• Ability to use a computer keyboard and other standard office equipment.
• Ability to lift light weights such as PC equipment printers and other hardware with or without reasonable accommodations.

TECHNICAL SKILLS:

• SCCM proficiency
• Intune knowledge
• Active Directory experience
• PowerShell experience a plus
• MDM experience
• VPN experience
• Image Deployment
• Ticketing systems Service Now a plus
• Litera Suite experience a plus
• A/V support
• Printer and printer vendor support

PREFERRED CERTIFICATIONS:

• CompTIA A CompTIA Network CompTIA Security
• MD-102 (Endpoint Administrator)
• AZ-900 (Microsoft Azure Fundamentals)

WORKING CONDITIONS:

• Normal office environment with little exposure to excessive noise and temperature.
• Some travel is expected for this position travel to other JW offices and/or remote training facilities occasionally required.
• Will occasionally be required to work more than 37.5 hours per week.
• Must carry a Firm-provided mobile communications device.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions responsibilities or requirements.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age veteran status sexual orientation gender identity pregnancy genetic information or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.

If you require a reasonable accommodation to complete the application or interview process please contact us at