IT Support Specialist

IT Support Specialist

The IT Support Specialist provides hands-on and remote technical support to attorneys, staff, and business professionals across the firm. Reporting to the Manager of IT Services, this position serves as the primary on-site technical resource for the Chicago office while supporting all firm locations as needed. As the local IT owner, the Specialist supports Chicago-based attorneys and staff, conference rooms, guest and visitor technology, office moves, and time-sensitive local issues. The role is responsible for delivering exceptional customer service, resolving technology issues, supporting collaboration and productivity platforms, assisting with AI initiatives, and contributing to the successful deployment and adoption of firm technology. It requires strong technical expertise, excellent communication skills, sound professional discretion, and the ability to support a geographically dispersed workforce in both office and remote environments.

Essential Duties and Responsibilities

End User & Attorney/VIP Support

• Respond to support requests received through phone, email, walk-up interactions, remote support tools, and the firm's ticketing system.
• Diagnose and resolve hardware, software, mobile device, printer, and connectivity issues.
• Provide high-touch, time-sensitive support to attorneys and executives around meetings, court deadlines, client work, and travel.
• Support remote connectivity, including VPN, Wi-Fi, and secure remote and home-office access.

Microsoft 365 and Collaboration Support

• Support Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams.
• Support conference room technology, audio/video equipment, and hybrid meeting experiences.
• Support multifunction devices, secure print, scan-to-email, and document workflows.
• Assist with setup and support of Microsoft Copilot and other approved AI-enabled productivity solutions.

AI and Technology Adoption

• Support firm initiatives involving Microsoft Copilot and emerging AI technologies.
• Participate in pilot programs, testing, and deployment of new technology solutions.

Security Awareness, Endpoint Compliance, and Incident Response

• Assist users with identifying and reporting suspicious emails, phishing attempts, social engineering attacks, and other cybersecurity threats.
• Maintain first-level familiarity with firm security tooling, including Microsoft Defender, Intune, Entra ID and multi-factor authentication, Mimecast, Bitdefender, and ThreatLocker, and know when to escalate.
• Assist with device enrollment, endpoint compliance, blocked-application troubleshooting, software deployment, and approved-application workflows.
• Troubleshoot security-related issues and escalate suspected incidents or potential breaches to appropriate IT and security personnel.

Legal Technology and Litigation Support

• Support legal-specific applications, document management systems, records systems, time entry applications, and other firm technologies.
• Provide first-level support for legal document management systems such as iManage Work, NetDocuments, or similar platforms, including during the firm's DMS transition.
• Provide first-level support for litigation support, eDiscovery, trial presentation, and case management applications.
• Troubleshoot issues related to document production, electronic discovery, courtroom presentation technology, and legal software platforms.

Device Deployment, Onboarding/Offboarding, and Project Support

• Configure, deploy, maintain, and support desktops, laptops, monitors, mobile devices, and peripheral equipment.
• Support user onboarding and offboarding, including equipment preparation, access coordination, desk moves, departures, and hardware recovery.
• Perform workstation deployments, equipment upgrades, replacements, office moves, and office technology refresh projects.
• Maintain accurate asset inventory and equipment documentation.

Knowledge Management and Training

• Create and maintain knowledge base articles, quick reference guides, technical documentation, and standard operating procedures.
• Contribute to continuous improvement initiatives that enhance service delivery, user satisfaction, and support consistency.

Operational Support

• Participate in the firm's on-call support rotation.
• Provide support coverage for other offices and departments as needed.
• Perform occasional after-hours or weekend work as required for maintenance, office moves, trials, urgent attorney support, and deployments.
• Travel periodically to firm offices as business needs require.

Qualifications Required

• Associate degree in Information Technology or related field, or equivalent combination of education and experience.
• Minimum of five years of progressive IT support experience.
• Strong troubleshooting experience with Microsoft 365 applications, Microsoft Teams, Windows 11, printers and multifunction devices, mobile devices, audio/visual conferencing technologies, network connectivity, and peripheral devices.
• Experience using ticketing and IT service management platforms.
• Working knowledge of cybersecurity principles, phishing prevention, email security, secure access, and user security awareness.
• Ability to maintain the confidentiality of client, firm, personnel, and matter-related information at all times.
• Strong customer service, communication, organizational, and follow-through skills.
• Ability to lift and move computer equipment as required.

Preferred

• Experience supporting users in a law firm or professional services environment.
• Experience supporting legal document management systems such as iManage Work, NetDocuments, or similar platforms.
• Familiarity with Microsoft Entra ID, Intune, Defender, and related Microsoft cloud technologies, as well as endpoint and email security tools such as Mimecast, Bitdefender, and Threatlocker.
• Experience supporting Microsoft Copilot and other AI-enabled business solutions.
• Knowledge of litigation support, eDiscovery, trial presentation, case management, and legal technology applications.
• Preferred certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

The candidate must also pass a background check as a condition for employment. The starting salary range for this position is $65,000 - $85,000. The benefits available include medical, dental, health savings accounts, flexible spending accounts, dependent care accounts, group term life, accidental death and dismemberment insurance, short term disability, voluntary long-term disability, 401(k)/profit sharing plan, transportation allowance, paid time off, paid holidays, employee assistance plan, and the Calm app. Roetzel & Andress, LPA (Roetzel) is an Equal Opportunity Employer Roetzel & Andress maintains a policy of non-discrimination and inclusion with respect to all employees and applicants for employment. All decisions as to employment with the Firm are governed solely on the basis of merit, competence, and qualifications, and are not influenced or informed in any manner by the employee's or applicant's race, color, religion, sex, age, national origin, ancestry, disability, marital or parental status, sexual orientation, gender identity, military status, veteran status, or any other basis prohibited by statute. Roetzel & Andress LPA participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.