IT Support Specialist

Job Description

Job Description

We are looking for an experienced IT Support Specialist to serve as a key technical partner for attorneys and business staff in a major U.S. office. This role is ideal for someone who combines strong troubleshooting ability with clear communication and dependable follow-through in a service-focused environment, ideally with legal industry experience. The position focuses on delivering responsive onsite and remote support across end-user systems, workplace technology, and firm-critical applications while helping maintain a smooth day-to-day technology experience.

Responsibilities:

• Deliver advanced desktop and end-user support for attorneys and staff, resolving technical issues with urgency and care.

• Diagnose and fix problems involving Microsoft 365, Windows systems, laptops, peripherals, network connectivity, and mobile devices.

• Maintain and support conference room and audiovisual technology to ensure meetings and presentations run smoothly.

• Assist users with legal and business applications, including document management, practice support tools, and litigation-related technology.

• Prepare, configure, and deploy equipment for new hires and existing employees, including onboarding support and workstation setup.

• Contribute to firm technology initiatives by assisting with software rollouts, hardware refreshes, and other IT improvement projects.

• Provide support related to document management platform changes and expanding use of AI-enabled productivity tools such as Copilot.

• Track, update, and resolve service desk requests accurately while keeping users informed throughout the support process.

• At least 5 years of hands-on IT support experience in a desktop support, help desk, or similar end-user support role.
• Strong technical knowledge of Microsoft 365, Windows 10/11, Active Directory, and general hardware and software troubleshooting.
• Demonstrated ability to manage service desk tickets effectively and prioritize issues in a fast-paced, high-touch environment.
• Excellent communication and customer service skills, with the ability to support demanding users with sound judgment.
• Experience supporting conference room technology, audiovisual tools, and common office connectivity issues.
• Background in a law firm or other services setting is strongly preferred.
• Familiarity with legal applications, document management systems, eDiscovery platforms, or trial preparation tools is a plus.
• Relevant technical certifications are welcomed but not required.