Desktop Support Specialist

We are seeking an experienced Desktop Support Specialist who is responsible for providing reliable, front-line technical support to attorneys, paralegals, and administrative staff in a law firm. This role serves as the primary point of contact for day-to-day IT issues and plays a critical part in ensuring that technology systems remain available, secure, and efficient in support of legal operations. The position requires strong customer service skills, hands‑on troubleshooting ability, and comfort working directly with end users in an in‑office legal environment. The Desktop Support Specialist will resolve common hardware, software, and connectivity issues, assist with user account and device setup, and ensure support requests are properly documented and escalated when necessary. Key Responsibilities Desktop Support & Help Desk End User Support (Primary Focus) Serve as the first point of contact for IT support requests via phone, email, and ticketing system Troubleshoot and resolve common desktop, laptop, printer, and peripheral issues Assist users with password resets, account lockouts, and basic access requests Provide hands‑on, desk‑side support to attorneys and staff as needed Accurately log, track, and document issues and resolutions in the help desk system Escalate more complex or recurring issues to senior IT staff or external vendors Hardware, Systems & Video Conferencing Set up and configure desktops, laptops, monitors, printers, and mobile devices Assist with new hire onboarding and employee offboarding tasks Manage end‑to‑end hardware lifecycle, including procurement, imaging, deployment, shipping, and asset retirement. Coordinate shipment of laptops, peripherals, and IT equipment to remote users and offices, ensuring timely delivery and tracking. Perform basic troubleshooting of network connectivity, Wi‑Fi, VPN, and VoIP phones Backup the A/V team with the following responsibilities: Set up and test conference room technology, including AV systems, Zoom/Teams equipment, projectors, and teleconferencing tools. Provide onsite and remote support for meetings, troubleshooting audio/video, connectivity, and presentation issues in real time. Legal Software & Office Application Support Provide basic support for legal applications and systems, including: Document management systems (e.g., iManage, NetDocuments) Timekeeping and billing applications Support Microsoft 365 applications, including Outlook, Word, Excel, and Teams Assist attorneys with document formatting, printing, scanning, and PDF‑related issues Support courtroom, deposition, and conference room technology when required Security & Confidentiality Always follow firm IT policies and security procedures Maintain strict confidentiality of client and firm data Assist with basic security tasks such as endpoint protection checks and MFA support Identify and report suspicious activity, phishing emails, or potential security incidents Documentation & Process Support Maintain accurate documentation of issues, fixes, and standard procedures Contribute to knowledge base articles and user guides Identify common issues and suggest improvements to help desk processes Required Qualifications 1–3 years of experience in a Desktop Support or technical support role Strong customer service and communication skills Familiar with audio/video conferencing setup and troubleshooting Intermediate knowledge of Windows and/or macOS operating systems Experience with Active Directory, Microsoft Entra, and remote support tools Experience supporting Microsoft 365 and common office applications Ability to prioritize tasks and work independently in a small team environment Professional demeanor and comfortable supporting executives and professional staff Preferred Qualifications Prior experience supporting attorneys or legal staff Experience with iManage, NetDocuments, Intapp, or similar legal software IT certifications (CompTIA A+, Network+, Microsoft, ITIL) Degree in Computer information systems/technology Schedule and Work Environment Full‑time, in‑office position (New Haven, Connecticut) – Monday to Friday, normal business hours. Occasional after‑hours support may be required for critical issues Rotating after hours and weekend on‑call support (roughly one week every 3 to 4 months) #J-18808-Ljbffr Wiggin and Dana LLP