User Support Specialist (Legal Exp. Needed)

Title: User Support Specialist (Legal Exp. Needed)

Location: Menlo Park, CA (Onsite)

Salary Range: $80-100k + Bonus

Type: Direct Hire

No C2C or 3rd Party Vendors at this time.

We are seeking a User Support Specialist to provide high-touch IT support within a fast-paced environment. This role is responsible for delivering Tier 2 support, resolving hardware and software issues, supporting collaboration technologies, and ensuring attorneys and business professionals receive exceptional technical assistance.

The ideal candidate will have strong desktop support experience, excellent troubleshooting skills, and a customer-first mindset. Experience supporting users in a law firm or professional services environment is highly preferred.

Key Responsibilities

User Support & Troubleshooting

• Provide Tier 2 support for escalated hardware, software, and technology-related issues.
• Troubleshoot and resolve issues involving Microsoft 365, Windows 11, Active Directory, email, networking, document management systems, and business applications.
• Support desktops, laptops, mobile devices, printers, telephones, docking stations, and related peripherals.
• Escalate complex technical issues to infrastructure, engineering, or application teams when necessary.
• Deliver outstanding customer service while maintaining a strong sense of urgency for issue resolution.

Collaboration & AV Support

• Support Zoom, Microsoft Teams, and other collaboration technologies.
• Assist with videoconference setup, testing, troubleshooting, and multi-office meeting support.
• Perform audio and video checks before meetings and special events.
• Provide conference room and collaboration technology support for attorneys and staff.

Deployment & IT Operations

• Participate in technology deployments, PC refreshes, office moves, and infrastructure projects.
• Image and deploy computers, configure IP phones, and install printers and related hardware.
• Perform firmware updates on laptops, desktops, docking stations, and other end-user devices.
• Manage hardware inventory, asset tracking, and loaner equipment programs.
• Support after-hours maintenance activities, upgrades, and special IT initiatives as needed.

Training & User Enablement

• Assist with new hire onboarding and technology training.
• Provide guidance and education on supported technologies and best practices.
• Contribute to support documentation and knowledge base materials.

Required Qualifications

• 4+ years of experience providing desktop, hardware, and software support in an enterprise environment.
• Strong experience supporting Microsoft 365, Windows 11, Active Directory, and enterprise desktop technologies.
• Experience supporting laptops, desktops, mobile devices, printers, telephony systems, and peripheral hardware.
• Familiarity with wired and wireless network environments.
• Experience utilizing help desk ticketing systems and incident management processes.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to prioritize and manage multiple requests in a fast-paced environment.
• Experience supporting executive-level or business-critical users.

Preferred Qualifications

• Previous law firm or professional services experience.
• Experience with NetDocuments, Intapp, Cisco IP Phones, Zoom, and Microsoft Teams.
• Knowledge of SCCM, Citrix XenApp, VMware Horizon, Microsoft Terminal Services, and remote access technologies.
• Experience with Windows Defender, GlobalProtect, and endpoint security tools.
• Experience conducting training sessions, presentations, or end-user education.
• CompTIA A+ or similar technical certifications.
• Bachelor's degree or equivalent work experience.

What We're Looking For

This role is ideal for someone who enjoys hands-on technical support, solving challenging end-user issues, and working directly with business professionals in a highly service-oriented environment. You'll play a key role in maintaining technology operations, supporting attorneys and staff, and delivering a best-in-class support experience across the office.

If you're passionate about desktop support, collaboration technologies, customer service, and working in a professional law firm setting, we'd love to hear from you.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.