IT Desktop Support Specialist

Overview

Seeking a highly motivated IT Desktop Support Specialist to provide comprehensive desktop and end-user technology support for our Washington, DC office. Reporting to the Regional IT Manager, this role serves as a key liaison between IT and business users while collaborating with IT teams across all firm offices.

Full-time, contract-to-hire role; onsite in Washington, DC five days per week.

Key Responsibilities

• Provide high-level desk-side, remote, and phone-based technical support to attorneys and staff.
• Serve as an escalation point for the Support Desk and ensure timely resolution of issues within SLA guidelines.
• Configure, deploy, maintain, and troubleshoot end-user devices, including laptops, desktops, tablets, mobile phones, printers, and IP-based phones.
• Support audio-visual and video conferencing systems in conference rooms, including multi-office meetings.
• Assist with Active Directory administration, user account maintenance, and basic local systems support.
• Coordinate hardware repairs, vendor RMAs, equipment inventory, loaner pools, and technology upgrades.
• Maintain accurate inventory records and assist with equipment distribution and off-site support as needed.
• Collaborate with IT teams firmwide and provide remote hands support for other IT groups.
• Perform additional projects and duties as assigned by IT leadership.

Qualifications

Required

• Bachelor’s degree preferred or equivalent professional experience.
• 4–6 years of IT desktop support experience in a professional environment.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong working knowledge of end-user hardware and peripherals.
• Experience with Microsoft 365, particularly Outlook and Word, preferably in a legal environment.
• Hands-on experience with PC hardware configuration and troubleshooting (Dell preferred).
• Working knowledge of Active Directory, ticketing systems, and basic networking (LAN/WAN/Wi-Fi).
• Experience supporting AV systems and virtual meeting tools (Teams, WebEx, Zoom).

Preferred

• Experience with image-based deployments and Citrix environments.
• Familiarity with iManage/FileSite or other document management systems.

Physical & Work Requirements

• Ability to lift and carry up to 30 pounds and perform routine physical tasks related to equipment setup.
• Ability to sit or stand for extended periods and work standard office hours with occasional overtime.
• Work is primarily in an office environment with occasional exposure to non-standard conditions.