Under the leadership of the Manager of End-User Computing, this position provides advanced onsite technical support services for all attorneys and staff. This role handles escalations from the Service Desk, performs hands-on troubleshooting, supports hardware and software deployments, and ensures reliable operation of end-user systems and peripherals. They will resolve complex issues related to workstations, peripherals, mobile devices, printers, video conferencing, and core Firm applications. Qualified candidates who enjoy providing exceptional customer service combined with strong communication skills to support a fast-paced legal environment are encouraged to apply. This position requires in-office support.
Key Responsibilities
- Provides Tier 2 deskside support for escalations from the Service Desk, including hardware, software, account, printing, networking, and mobile device issues.
- Troubleshoots complex workstation problems related to Windows 10/11, Office 365, Teams, OneDrive, printers, security tools, and Firm-approved legal applications (iManage, BigHand, Intapp, Citrix, etc.).
- Supports new-hire onboarding, workstation setups, hardware replacement, and relocation/office moves.
- Performs hands-on support for workstation imaging, configuration, patching issues, driver problems, and peripheral troubleshooting.
- Provides support for AV-equipped conference rooms, Teams Rooms, webcams, microphones, monitors, and collaboration equipment.
- Understands workflows unique to legal professionals, including trial preparation, document workflows, remote access, and mobile productivity.
- Conducts onsite troubleshooting, walking users through resolutions or performing hands-on repairs as needed.
- Coordinates with the Service Desk, End-User Computing Engineers, Infrastructure, and Applications teams to escalate issues appropriately.
- Follows through on all escalated tickets to ensure resolution and user satisfaction.
- Assists with workstation lifecycle management including deployments, retirements, asset tagging, and documentation.
- Provides after-hours support on rotation when necessary for urgent issues or maintenance windows.
- Maintains accurate records in the ITSM platform (Freshservice/Halo/etc.), documenting troubleshooting steps and resolutions.
- Works closely with the Service Desk to identify training needs, recurring issue patterns, and opportunities for process or knowledge base improvements.
Knowledge, Skills, and Abilities Required
- Must possess a high level of professionalism and interpersonal skills so as to be able to work well with employees at all levels within the organization and maintain all information in the strictest confidence. Required to use tact and diplomacy when dealing with others.
- Must have the ability to read, write and communicate in fluent English; ability to compose documents in the appropriate business style using correct grammar and spelling; ability to communicate clearly using proper grammar and diction including online video meetings and audio communications including telephone calls, in person discussions, and online audio calls.
- Must possess attention to detail, the ability to balance multiple projects, and strong time management skills.
- Must have understanding of network basics (VPN, Wi-Fi, DNS, IP addressing).
- Must have strong knowledge of Windows 10/11, Microsoft Office 365, Teams, OneDrive, and common productivity tools.
- Must have familiarity with ITIL concepts such as incident, problem, and change management.
- Ability to process routine daily functions while being able to resolve sensitive issues and complex assignments utilizing above-average critical thinking skills.
- Ability to travel as necessary.
Experience and Education Qualifications
- Associate’s degree in Information Technology or another IT-related field preferred.
- Minimum of 5 years of hands-on deskside or field support experience required.
- Law firm or professional services environment experience preferred.
- Experience with legal applications such as iManage, BigHand, Intapp, Aderant, Workshare/CompareDocs, Citrix, and PDF tools preferred.
- Industry certifications such as CompTIA A+, Network+, Microsoft 365, or Modern Desktop Windows are preferred.