We are seeking a skilled and service-focused IT Support & Asset Management Specialist to join our Client Services Division. This is a full-time, on-site position based at our firm's headquarters, requiring five days per week in the office. The successful candidate will serve as a frontline technology resource for legal professionals, handling a broad range of Level 1 and Level 2 support requests.
This role is ideally suited to someone who thrives in a fast-paced legal environment, brings a strong client-service mindset, and has a keen eye for process, accuracy, and inventory governance. The role operates at the intersection of day-to-day IT support and strategic asset oversight, making it a genuinely varied and impactful position within the department.
Job Description
Key Responsibilities
End-User Support (Level 1 & 2)
- Serve as the first and second point of contact for all IT support requests received via phone, email, walk-up, and the firm's ticketing system.
- Diagnose and resolve hardware, software, network connectivity, and peripheral issues in a timely and professional manner.
- Escalate complex or unresolved issues to Level 3 support or specialist teams with thorough documentation and handover notes.
- Support the onboarding and offboarding of staff, including device provisioning, account setup, and equipment retrieval.
- Deliver clear, jargon-free technical guidance to non-technical users across all levels of the firm, including partners and fee earners.
- Maintain high standards of customer service in line with SLAs, logging all interactions accurately in the ticketing system.
- Assist with meeting room AV and conferencing technology setup, ensuring business-critical meetings are supported seamlessly.
IT Asset Management (ITAM)
- Own and maintain a comprehensive and accurate IT asset register covering hardware and peripheral inventory across the firm.
- Track the full lifecycle of all IT assets from procurement and deployment through to retirement and disposal, ensuring compliance with firm policy.
- Conduct regular physical audits of IT equipment and reconcile findings against the CMDB or asset management system.
- Coordinate with procurement and finance teams to manage purchase orders, asset tagging, and warranty records.
- Monitor software license entitlements and usage, identifying risks of over- or under-licensing and supporting license renewal cycles.
- Produce regular ITAM reports and dashboards for IT management, highlighting trends, risks, and cost optimization opportunities.
- Ensure that decommissioned assets are disposed of securely and in accordance with data protection regulations and environmental policy.
- Support vendor relationships and assist with contract management for hardware and software suppliers.
Process & Continuous Improvement
- Contribute to the development and maintenance of IT knowledge base articles, SOPs, and user-facing guidance documentation.
- Identify recurring issues and propose proactive solutions or process improvements to reduce ticket volumes and improve user experience.
- Support IT projects and infrastructure initiatives as required, acting as a liaison between the service desk and project teams.
Skills, Knowledge & Experience
Essential
- Proven experience in an IT support role covering Level 1 and Level 2 incidents in a professional services or corporate environment.
- Demonstrable experience in IT Asset Management, including maintaining asset registers and conducting hardware audits.
- Strong working knowledge of Microsoft 365, Windows 10/11, Active Directory, and common productivity tools.
- Excellent communication and interpersonal skills, with the ability to engage professionally with lawyers, partners, and senior stakeholders.
- High attention to detail and a methodical approach to asset tracking, data accuracy, and record keeping.
- Ability to manage competing priorities, work under pressure, and meet SLA targets in a demanding environment.
- Commitment to a full-time, on-site presence (5 days per week) at the firm's offices.
Desirable
- Experience with ServiceNow ITSM platform, including incident management, asset management modules, and reporting.
- Familiarity with legal sector software such as iManage (document management), Aderant or Elite 3E (practice management), or InterAction (CRM).
- Knowledge of ITIL frameworks, particularly Incident, Problem, and Asset Management processes; ITIL Foundation certification desirable.
- Experience working within a law firm or other regulated professional services environment.
- Exposure to software license management tools and CMDB administration.
Personal Attributes
- Client-focused with a genuine commitment to delivering an outstanding service experience.
- Self-motivated, proactive, and able to work independently as well as part of a collaborative team.
- Discreet and professional, with an understanding of the confidentiality requirements inherent in a legal environment.
- Adaptable and calm under pressure, with a solution-oriented mindset.
- Organized and process-driven, with the ability to manage a busy workload without compromising on accuracy.
Additional Job Description
Additional Information:
Work Pattern: Full-time, Monday to Friday – 5 days per week on-site
Location: Philadelphia, PA
Hours: Standard business hours with occasional flexibility required to support business needs
Location(s)
Philadelphia
Time Type
Full time
Dechert LLP is committed to ensuring equal employment opportunity and non-discrimination. The Firm prohibits unlawful discrimination in any term or condition of employment against any employee or applicant for employment because of the individual’s race, color, creed, religion, sex, age, marital status, national origin, ancestry, citizenship, sexual orientation, gender identity or expression, genetic information, disability, membership or service in the armed forces, or any other characteristic protected by law.