Information Technology Specialist

About This Role

This IT Support Specialist role is the first point of contact for attorneys and staff across a multi-office law firm, resolving help desk tickets, supporting Microsoft 365 and Windows endpoints, and managing user accounts. The role handles Tier 1 issues and offers growth into Tier 2, working alongside the Systems Administrator and Director of IT Operations.

Responsibilities

• Respond to and resolve help desk tickets by email, Teams, phone, and in person, meeting response and resolution targets
• Troubleshoot Windows 10/11 laptops and desktops, docking stations, monitors, and peripherals
• Support printers, scanners, and multifunction copiers
• Escalate complex issues to the Systems Administrator with clear notes and steps already taken
• Provide white-glove support to attorneys, including urgent help before court deadlines and depositions
• Support Outlook, Teams, OneDrive, SharePoint, and Office apps
• Create, modify, and disable user accounts in Active Directory and Microsoft 365 during onboarding and offboarding
• Reset passwords, unlock accounts, and help users register and troubleshoot MFA
• Manage group memberships, shared mailbox access, and distribution lists
• Image, provision, and deploy laptops and desktops
• Deploy software and patches using RMM tools and verify endpoint security agents are healthy
• Support Teams Phone, desk phones, and Five9 or similar cloud phone system agent setups
• Set up and support conference room and Teams video meeting equipment
• Document fixes and write knowledge base articles and user how-tos
• Take on Tier 2 work over time: Group Policy troubleshooting, basic DNS and network issues, PowerShell scripting, and VPN support

Requirements

• 1–3 years of help desk or desktop support experience in a business environment
• Strong Windows 10/11 troubleshooting skills
• Working knowledge of Microsoft 365: Outlook, Teams, OneDrive, and basic admin center tasks
• Experience with Active Directory user and group management (password resets, account creation, group membership)
• Familiarity with MFA and supporting users through sign-in issues
• Basic networking knowledge: IP addressing, DNS, DHCP, Wi-Fi, and VPN connectivity
• Experience working in a ticketing system and documenting work clearly
• Excellent customer service and communication skills, with patience for non-technical users under deadline pressure
• Ability to lift and move equipment up to 50 lbs
• Ability to occasionally travel between firm office locations and occasionally work outside normal hours

Nice to have: