Help Desk Technician

Description

We are seeking an experienced IT support professional to serve as a key technical resource within the IT department, providing advanced end-user support and assisting with ongoing IT projects and initiatives.

Responsibilities

• Provide support for both routine and complex technical issues across all firm locations.
• Provide advanced technical support and guidance to internal and remote users.
• Own incidents from intake through resolution, ensuring root-cause analysis and long-term fixes.
• Lead troubleshooting efforts for desktops, laptops, mobile devices, printers, and peripherals.
• Administer and manage Active Directory, Group Policy, user accounts, permissions, and access controls.
• Manage and support Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams).
• Assist with endpoint deployments, hardware refreshes, imaging, and lifecycle management.
• Troubleshoot and support network-related issues including TCP/IP, DNS, DHCP, VPNs, and connectivity problems.
• Support and troubleshoot VoIP and telephony systems, including desk phones and softphones.
• Maintain and manage file shares, permissions, and access rights across the organization.
• Support video conferencing systems and meeting technologies (Microsoft Teams, Zoom, Yealink).
• Provide advanced troubleshooting for cloud applications and third-party legal software (e.g., Litify, Adobe, Sfax).
• Partner with IT leadership on projects, system upgrades, migrations, and process improvements.
• Assist with IT security initiatives, including phishing mitigation, MFA enforcement, endpoint security, and compliance policies.
• Assist with training and knowledge sharing.
• Create, maintain, and improve IT documentation, SOPs, and knowledge base articles.
• Assist with asset management, inventory control, and vendor coordination as needed.

Requirements

Skills / Qualifications

• Associate or Bachelor’s degree in IT or related field, or completion of an IT certification (CompTIA A+, Microsoft, etc.)
• 2–6+ years of experience in an IT support or help desk environment.
• Strong working knowledge of Windows 10/11, basic macOS support, and enterprise endpoint management.
• Proven experience administering Microsoft 365, Active Directory, and Group Policy.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs).
• Experience supporting email systems, spam filtering, and email security best practices.
• Strong troubleshooting skills with the ability to diagnose and resolve complex issues independently.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced legal environment.
• Experience working in a professional services or legal environment is a plus.
• Ability to travel between office locations less than 20% of the time.

Schedule

On-site position

• Monday – Friday, 8:30 AM – 5:00 PM
• Full-time
• After the training period, one work-from-home day per week can be scheduled

The anticipated salary range for this position, which we in good faith expect to pay at the time of posting, is $60,000-$80,000 annually. This range allows us to make an offer that reflects multiple factors, including experience, education, qualifications, and job-related knowledge and skills, as well as internal pay equity. It’s not typical for an individual to be hired at or near the top of the range, as we strive to provide room for future and continued salary growth. Base pay is just one component of our Total Rewards package, which may also include discretionary bonuses, commissions, or other incentives depending on the role.

This job operates in a professional office environment. The role routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee is regularly required to talk, hear, sit, stand, walk, use hands to handle or feel, and reach with hands and arms.
• The employee must occasionally lift or move office products and supplies up to 35 pounds.