User Support Specialist-Helpdesk

Job Description

Job Description

Guerra LLP is a San Antonio-based law firm seeking a detail-oriented, customer-focused

User Support Specialist to provide Tier 1 technical support in a 100+ user macOS and iOS

environment. We utilize JAMF Pro to manage our Apple devices, and Microsoft 365 for

office applications. This full-time, onsite position reports to the Director of IT and is

responsible for diagnosing and resolving hardware and software issues.

This role also supports the onboarding and training of end users, maintains IT asset

inventories, and contributes to process documentation and continuous improvement

initiatives. In addition, this position will collaborate with the Director of IT on cloud

platforms and automation tools to ensure the stability, security, and optimal performance

of IT infrastructure.

This role may require occasional travel to remote offices or trial sites to provide in-person

technical assistance and set up required equipment, including trial presentation systems.

Main Responsibilities

• Respond to helpdesk tickets, calls, and emails to resolve hardware, software, and network

issues, escalating complex issues as necessary.

• Install, configure, and support macOS workstations, iOS devices, and associated peripherals.

• Support and administer software deployments, system updates, and upgrades.

• Use and support the JAMF Pro system for Apple device management.

• Maintain IT asset inventory, including user devices, software licenses, and peripherals.

• Create and update documentation, including quick reference guides, Help Sheets, and FAQs.

• Assist with new hire IT onboarding and end-user training sessions.

• Provide on-site support for legal proceedings and firm events as needed.

• Research and recommend IT tools and improvements aligned with industry trends.

• Maintain knowledge of security best practices and assist with compliance efforts.

• Participate in routine IT maintenance and other departmental duties as assigned.

Qualifications

• Associate’s or Bachelor’s degree in Computer Science in Information Systems, or a related field

(or equivalent experience).

• 3+ years of experience providing IT support in a macOS/iOS-centric business environment.

Required Skills

• In-depth experience working with macOS versions 13 and above.

• Proficiency with Microsoft 365 (Office apps, Teams, SharePoint, OneDrive).

• Hands-on experience with JAMF Pro or similar Apple device management platforms.

• Strong troubleshooting skills and working knowledge of computer hardware & networks.

• Excellent communication skills—written, verbal, and interpersonal.

• Ability to prioritize tasks and manage time effectively in a fast-paced environment.

• Able and willing to travel for occasional in-person support.