Helpdesk Support and IT Technician

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Helpdesk Support and IT Technician Job Details:

Snell & Wilmer has a full-time opportunity for a hybrid Helpdesk Support and IT Technician in our Dallas Office.  

This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, to ensure that a consistent, high-quality service.  This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.   

You will be responsible for providing high-quality user support, troubleshooting IT issues, and maintaining hardware. This role requires a combination of phone support and on-site IT Technician duties, ensuring efficient technology operations for attorneys, staff, and firm leadership.  You will report directly to the Director of Learning & User Support and work with IT Management, software development/procurement and user groups.

This position is Monday through Friday normal business hours with occasional overtime, on-call, and weekend hours as needed.  Once trained, you will work a hybrid schedule with a mix of remote support and on-site presence. Some after-hours availability may be required for system maintenance or urgent support.

Position responsibilities include, but are not limited to:

• Helpdesk Solution Center Support:
  • Deliver first-level technical support via phone, email, and remote tools for software, hardware, and network issues.
  • Log, track, and resolve service requests within the firm’s IT service management system.
  • Troubleshoot user issues, providing step-by-step guidance and escalating complex problems as needed.
  • Support user account management tasks, including password resets and access provisioning.
  • Participate in an on-call rotation for after-hours, weekend, and holiday support as assigned.

• IT Technician Support:
  • Set up, configure, and deploy laptops, desktops, printers, and mobile devices.
  • Perform hands-on troubleshooting and repair for hardware, including workstations, peripherals, and docking stations.

Experience and Qualifications:

• 2 to 4 years of experience in a helpdesk, desktop support, or IT technician role preferred, but not required
• Strong Microsoft Office 2016/O365 skills required
• Law firm software preferred, but not required
• Excellent verbal and written communication skills
• The ability to investigate and troubleshoot issues
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation, and ability to work under own initiative
• Sound knowledge and experience of supporting range of IT applications, platforms, and technologies
• Ability to communicate processes and procedures verbally clearly and accurately and in writing
• Develop professional and effective working relationships with customers and key stakeholders
• Deliver a high level of customer service

Snell & Wilmer offers a competitive performance-based compensation and a generous benefits package starting on your first day. The benefits package includes medical, dental, vision, disability, life insurance, 401K/profit sharing, paid holidays, tuition reimbursement and paid time off including vacation time, personal time, and sick time where appropriate.  Snell & Wilmer values the principles of Diversity, Inclusion, and Belonging.

Snell & Wilmer is an Equal Employment Opportunity employer.