Help Desk Support

Help Desk Support

Fennemore has an exciting opportunity for a Help Desk Support professional to join our growing firm. This full-time, onsite position is based in either our Seattle, WA or Boise, ID office and reports to the Help Desk Manager. As part of a collaborative technology team, you'll play an important role in providing friendly, prompt, and professional technical support to users across the firm. In this role, you will assist attorneys, staff, and clients with a wide range of technology needs, including hardware, software, applications, and remote connectivity. You'll also help maintain our systems, troubleshoot issues, and contribute to documentation and process improvement initiatives. This position also requires regular travel to support our Pacific Northwest offices, including Seattle, WA; Spokane, WA; Boise, ID; and Coeur d'Alene, ID, as business needs require.

What You'll Do

• Provide responsive, professional, and friendly technical support for firm users regarding hardware, systems, software from applications, remote access, and network issues.
• Manage incoming help desk tickets, ensuring accurate documentation, timely follow-up, and resolution.
• Support remote staff to ensure efficient administration and operation of the firm's computer, telephone, and conferencing systems.
• Assist in creating and maintaining documentation for in-house technologies, applications, and procedures.
• Troubleshoot and resolve issues related to Microsoft Windows, Microsoft Office, remote access, network connectivity, and security.
• Partner with the Help Desk Manager and IT team to improve systems, streamline processes, and enhance user experience.
• Communicate clearly and effectively with team members and colleagues across all levels of the firm.
• Participate in after-hours coverage rotation as needed, with flexibility for occasional overtime during high-volume periods.

As part of our commitment to collaboration and excellence, this role requires flexibility in daily work schedules during periods of high workload, adhering to departmental and Firm goals and policies, and performing other duties as assigned to support the success of the department and organization.

What You'll Bring

• Bachelor's or Associate's degree in Information Systems or a related field, or equivalent experience.
• 3+ years of experience in IT support or a similar technical role.
• 3+ years of customer service experience in a computer support environment.
• A+ certification strongly preferred.
• Proficiency with Microsoft Windows, Microsoft Office 365, and Exchange Online.
• Experience with installation, configuration, troubleshooting, and maintenance of operating systems, applications, and hardware.
• Familiarity with LAN/WAN, Microsoft networking, VPN, and VDI configurations.
• Advanced troubleshooting skills and the ability to work independently with minimal supervision.
• Excellent communication skills and the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with legal specific software titles a plus; including: iManage Work, Intapp Time, Litera Compare, etc.
• Familiarity with non-legal titles software like Zoom Workplace, Microsoft Intune, etc.
• Willingness to travel regularly to support our other Pacific Northwest locations, including Spokane, WA and Coeur d'Alene, ID as needed.

Please note: This position requires a background check as part of the firm's standard hiring process depending on location of candidate.

Fennemore is an equal opportunity employer and encourages people from all social, economic, and ethnic groups, and individuals with disabilities, to apply to our positions. Fennemore is dedicated to maintaining an atmosphere that promotes the diversity of personal backgrounds, experiences, abilities, perspectives, and ideas. If your experience and qualifications are close to what you see listed here – even if not a perfect match -- please still consider applying. If you require assistance or need reasonable accommodations during any point in the application or interview process, please let us know.

Salary: $70,000-$85,000/yr., depending on location of candidate