IT Support Specialist

Job Description

Job Description

Company Overview

Since 1988, Rubenstein Law has been a trusted advocate for personal injury victims, growing into a nationally recognized firm with over 60 attorneys and 400 professionals. Known for securing billions of dollars for clients, the firm handles a wide range of cases, including auto accidents, catastrophic injuries, medical malpractice, and mass tort litigation. Rubenstein Law is committed to delivering exceptional client care while continuing to expand nationwide. Job Summary The IT Support Specialist II provides hands-on technical support to attorneys and employees across Rubenstein Law. This role will serve as a primary onsite support resource for the Miami/Dadeland office while also assisting users and technology operations at other firm locations.
The ideal candidate is an intermediate-level support professional who can independently diagnose and resolve common endpoint, Microsoft 365, Citrix/VDI, printing, connectivity, conference-room, and peripheral issues. The Specialist will work closely with the Help Desk team and coordinate advanced issues with internal technical resources and approved third-party support providers.
This is a full-time onsite position at Rubenstein Law’s Miami/Dadeland office. The position requires travel to firm offices throughout Florida for onsite support, installations, office projects, and technology refreshes. Occasional travel to New York may also be required. Responsibilities and Duties

• Provide onsite and remote technical support for attorneys and professional staff.
• Respond to incidents and service requests through the firm’s IT service-management platform and maintain accurate ticket documentation.
• Troubleshoot Windows desktops and laptops, monitors, docking stations, printers, scanners, headsets, webcams, mobile devices, and related peripherals.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and other approved applications.
• Troubleshoot Citrix/VDI sessions, published applications, profiles, printing, peripherals, and user-performance issues.
• Assist users with approved password, MFA, authentication, account-access, and Microsoft Entra ID-related issues.
• Troubleshoot basic Wi-Fi, TCP/IP, DNS, DHCP, VPN, and office-connectivity issues.
• Support conference rooms, meetings, audiovisual equipment, and other office technology.
• Configure, deploy, replace, recover, and inventory laptops, desktops, monitors, docking stations, mobile devices, and peripheral equipment.
• Assist with employee onboarding, transfers, and offboarding, including equipment, account, software, and access readiness.
• Install approved software and support device enrollment, configuration, patching, and endpoint-management processes.
• Maintain accurate device assignments, inventory records, warranty information, and equipment-recovery documentation.
• Serve as a primary onsite IT resource for the Miami/Dadeland office.
• Travel to other Rubenstein Law offices throughout Florida for installations, troubleshooting, equipment replacement, office openings, relocations, expansions, and other technology needs.
• Occasionally travel to New York offices when onsite technical support is required.
• Coordinate with office contacts, Facilities, Internet providers, hardware vendors, and third-party support providers when onsite assistance is needed.
• Perform basic onsite troubleshooting of network equipment, cabling, printers, conference-room technology, and connectivity under the direction of the Infrastructure team or managed service provider.
• Diagnose issues systematically and determine whether the likely cause involves the user, endpoint, account, application, network, infrastructure, or vendor service.
• Document symptoms, scope, business impact, exact error messages, screenshots, troubleshooting completed, and results before escalation.
• Escalate advanced infrastructure and vendor-supported issues through established third-party support procedures while maintaining ownership of user communication and ticket follow-up.
• Recognize potential P1 or P2 incidents and immediately follow the firm’s Major Incident Management process.
• Escalate suspected phishing, malware, account compromise, data exposure, or other cybersecurity incidents immediately.
• Create and update Help Desk knowledge articles, troubleshooting procedures, and known-issue documentation.
• Participate in team knowledge sharing, training, and continuous-improvement activities to increase first-contact resolution and reduce unnecessary escalations.

Qualifications and Skills

• 3+ years of hands-on IT support, desktop support, Help Desk, endpoint support, or similar experience.
• Strong experience troubleshooting Windows desktops and laptops.
• Hands-on experience supporting Microsoft 365, particularly Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Working knowledge of Microsoft Entra ID, MFA, user accounts, and authentication troubleshooting.
• Experience supporting Citrix, VDI, Windows 365, Azure Virtual Desktop, or a comparable virtual desktop environment.
• Experience deploying and troubleshooting laptops, desktops, printers, scanners, docking stations, monitors, mobile devices, and other peripherals.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and basic network troubleshooting.
• Experience with an IT service-management platform such as Freshdesk, Freshservice, ServiceNow, Jira Service Management, or a comparable system.
• Strong customer-service, communication, documentation, prioritization, and troubleshooting skills.
• Ability to work independently, remain organized, and take ownership of technical issues through resolution.
• Ability to work full-time onsite at the Miami/Dadeland office.
• Valid driver’s license and ability to travel to firm offices throughout Florida.
• Ability to travel occasionally to New York.

Preferred Qualifications

• Microsoft Intune or other endpoint-management experience.
• Microsoft 365 administration experience.
• Citrix administration or advanced Citrix troubleshooting experience.
• Experience working with managed service providers and third-party technical support.
• Basic Active Directory and Group Policy knowledge.
• Experience supporting Salesforce, Litify, Genesys Cloud, or similar business applications.
• Experience supporting attorneys or employees in a law firm, healthcare organization, financial-services company, or another professional-services environment.
• Microsoft, CompTIA, or ITIL certifications.

Benefits

• Paid Time Off (PTO) plus 8 paid holidays a year.
• Additional Birthday Holiday.
• Comprehensive benefits package including multiple medical plan options, dental, vision, disability, supplemental coverage, and company-paid life insurance.
• Bereavement leave to support employees and their families during difficult times.
• Hospital leave benefits for qualifying medical situations.
• 401(k) retirement plan with company matching contributions.
• Bonus opportunities.

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