FLEX Senior IT Technician, Legal IT Systems

This is on-site, temporary role which is expected to last for 6 weeks, from early October to mid November.

Marriott’s Law Department services the Company's lodging and hospitality business and provides legal advice and counsel to Marriott’s internal clients.

The Legal Technology, eDiscovery and Records team is responsible for the Law Department’s technology platform to enable and enhance the legal services delivered by the Department. The team partners with attorneys, Senior Law Leadership, and corporate IT discipline leadership to create, oversee, and support the development and implementation of Legal technology strategies and solutions and drives eDiscovery efforts and Law Department Records work.

The primary objectives of this position are 1) hardware and software technical support to the Law, Communications, and Development Departments 2) support to all Law Department business clients, both domestic and international who use the Department’s Team Connect database and 3) technical support of Law Department applications to all outside counsel who are engaged by the department;

This position reports to the Senior Manager, Legal IT Systems Operations.

Specific Expected Contributions

This position will provide associate technology support and assist with technology logistics to include:

Day To Day Technology Support:

• Providing day to day hardware and software technical support to the Law Department, Global Communications & Public Affairs, and Lodging Development Departments. This includes tier 1 support, initial contact and basic troubleshooting, and tier 2 level support, and more complex troubleshooting in partnership with the Corporate IT discipline.
• Manning on-site Help Desk and providing off-site systems support as business needs require, with initial response/acknowledgement or resolution within one hour of receipt of call/email.
• Functions as first point of contact for technology issues (including hardware, software, network, applications) for the assigned departments.
• Troubleshoot and resolve software/hardware malfunctions including those on laptops, monitors, printers and other peripherals.
• Troubleshoot and resolve software problems and install upgrades or fixes as needed to resolve the issues
• Troubleshoot issues clients experience in HQ conference rooms – work with Global Workplace Services/IT to resolve.
• Troubleshoot issues clients experience with home offices, including printer setups, VPN (network) and router issues
• Troubleshoot network issues and escalate as needed.
• Liaise with hardware vendors, hardware repair, and 2nd/3rd tier internal iT resources as needed to resolve issues.
• Responsible for monitoring and tracking any issues escalated to other groups, vendors, or support channels.
• Process and fulfill IT service requests, including hardware/software provisioning, and access management.
• Keep users informed about the status and progress of incident resolution.
• Prepare knowledge base articles for common problems and their solutions.
• Assist with performing monthly support call analysis triage (permanent fix, workarounds/training, escalate to vendor).

Onboarding/Offboarding Tasks

• Setup laptops for new hires or as replacement for those that need to be retired or have experienced failure.
• Assist clients with connecting their mobile devices to the Marriott network/suite of apps
• Providing information on ordering Marriott provided phones and assisting with initial setup as requested. Work with departing associates and their team to transfer email and files as needed and to setup email notifications to ensure business continuity

Systems Maintenance

• Install local hardware peripherals such as monitors, keyboards, and mice to the employee workspaces.
• Install Marriott standard and Department-specific software locally to all laptops, for new employees as well as for laptop replacements.
• Retire old or malfunctioning equipment per Marriott’s Asset Disposal policies
• Setup and maintain client-based portals such as MI Connector and BPA Connector to be used by internal staff and outside counsel engaged by the department.
• Secure and maintain appropriate supplies for client demand; manage and organize the department’s technology inventory
• Maintain hardware inventory, tracking age and model to determine life expectancy
• Maintain a hot spare/loaner pool of hardware to be deployed on an emergency basis in response to catastrophic failures

Supplemental Projects

• Participates in hardware/software pilots in support of new technologies
• Work with eDiscovery analysts as necessary to assist in data collection and preservation efforts.
• Other special technology projects as applicable.

Candidate Profile

Successful candidates should possess the experience, knowledge, and skills as follows:

§  Minimum  high school degree, college degree preferred

§  Six (6) years related experience. Experience supporting technology operations in a Law firm or in-house Law department preferred.

§  Strong customer service skills

§  Strong troubleshooting skills

§  Expertise in end user hardware in a network environment

§  Expertise in the legal environment software applications including the Microsoft Office Suite, document management, records management, matter management, document assembly  and electronic billing databases

§  Expertise in mobile devices such as Apple iPhone and iPad and Android devices

§  Expertise in litigation support with focus on the eDiscovery process

§  Ability to read and understand technical documentation

§  Works well with all levels of client

§  Superior attention to detail and flawless execution

§  Openness to change and new technologies

§  Comfortable in speaking to a group for technical training purposes

§  Strong written and oral communication skills

§  Ability to work under pressure and tight time lines

§  Certifications such as Modern Desktop/Endpoint Administrator Associate, CompTIA Server+, preferred

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. 

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.
Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave. 
Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. 
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.