Information Technology Support Specialist

• Document and manage all hardware, software, telecom, and mobile device issues through the firm’s service management platform
• Monitor and respond to daily insights from user experience and performance monitoring tools
• Prepare, install, and configure desktop computers, laptops, and telephony equipment based on established standards and best practices
• Partner with Human Resources and Facilities to support ergonomic workstation setups
• Support, maintain, and troubleshoot printers, scanners, mobile devices, and other peripherals
• Provide in-person technical support for office moves, new workstation setups, equipment breakdowns, and ad hoc technology needs
• Participate in testing initiatives for new hardware builds, application rollouts, and system updates, including quality assurance activities
• Serve as first-level onsite support for diagnosing hardware and software issues, escalating complex matters when appropriate
• Maintain accurate inventory records related to technology assets, moves, additions, and changes; manage technology-related change documentation for staff transitions
• Support firm applications by preparing basic documents, charts, spreadsheets, and reports as requested
• Coordinate and maintain conference room technology, including audiovisual systems
• Set up and support video conferencing for meetings, trials, and remote events, providing onsite assistance when required
• Resolve wireless connectivity issues for both internal users and external guests
• Assist with telephone configuration and handset support under guidance from office technology leadership
• Provide backup coverage for help desk operations as needed
• Liaise with third-party vendors to coordinate troubleshooting, repairs, and replacements
• Perform additional duties consistent with the role as assigned

Qualifications

• Required:
• Flexibility to work outside standard business hours when business needs require
• Ability to quickly develop proficiency in firm-standard applications, including Microsoft Office, iManage, and related tools
• At least two years of hands-on experience in an end-user technology or desktop support role
• Strong working knowledge of Windows operating systems, including Windows 11
• Experience supporting Microsoft 365 applications

• Preferred:
• Bachelor’s degree or equivalent experience
• Familiarity with Windows Server environments
• Foundational understanding of networking concepts such as TCP/IP, DNS, and DHCP
• Prior experience in a law firm or professional services environment
• Background in smaller or lean IT teams where versatility and broad technical ownership were required