IT Support Specialist I

Description

The IT Support Specialist I work directly with attorneys, staff, professional managers and firm directors as the frontline point of contact for the firm. The IT Support Specialist I has regular interactions with the IT staff at all levels of the organization, including IT Directors and the firm's CIO, as it relates to operations, support and technology Improvements. The IT Support Specialist I can expect to have frequent contact with attorneys in all the firm's offices, including leaders throughout the firm.

POSITION SUMMARY:

The IT Support Specialist I is a critically important role situated in the IT Department and first reachable asset for IT support issues and requests. They are at the frontline for telephone and email support of all firm-authorized technology and related services including troubleshooting and resolving technical problems. In many ways, the IT Support Specialist I is the IT Department's emissary to the rest of the firm since they'll support our attorneys and staff on a wide range of technology issues typically found in large law firms – especially related to the processing of legal documents. The IT Support Specialist I will lend their support to the firm's IT System Engineers and must be able to resolve Help Desk incidents and requests related to the firm's technology quickly, pleasantly and efficiently.

KEY RESPONSIBILITIES:

SPECIFIC DAILY RESPONSIBILITIES

1. Resolve end-user calls presented by phone, email, or face-to-face interactions, including issues with applications, computer hardware, printers, mobile devices, telephones, and basic network access.

2. Monitor incident queue dashboard and resolve all assigned IT incidents using ServiceNow ticketing system.

3. Workload average of 25-35 incidents per day.

4. Escalate incidents to Level II or appropriate support teams when needed.

5. Be the single point of contact for end users by following up on open incidents with escalation teams.

6. Maintain a 1:1 call to ticket ratio.

7. Knowledge share by creating or modifying knowledgebase entries.

8. Maintain the highest level of customer service.

9. Ability to work independently as well as a team player.

PERIODIC RESPONSIBILITIES

1. Work with IT team members on testing software applications, firm-deployed images, and updating technical documentation.

2. Perform additional duties and functions as requested.

CANDIDATE QUALIFICATIONS:

MINIMUM REQUIREMENTS

1. Minimum 1-year experience supporting technology in a medium to large law firm

2. Expert proficiency in Microsoft Office 365, particularly Word.

3. Proficiency with commonly used legal applications including document management systems, legal template and numbering software, document comparison software, timekeeping software, and Adobe Acrobat Professional.

4. Expert proficiency supporting Microsoft Windows, including performance and connectivity issues.

DESIRED QUALIFICATIONS

1. Bachelor's Degree or 2-year IT Support environment experience.

2. International law firm experience preferred.

3. Ability to install, service and support Dell computer hardware.

4. Ability to support maintenance activities in Active Directory, including changes to user accounts.

5. Ability to administer distribution lists, mobile devices and mailboxes within Microsoft Exchange Administrator console.

6. Experience troubleshooting Microsoft Windows 11.

7. Excellent communication and organizational skills, including the ability to always interact effectively with a diverse range of customers in a calm and professional manner, particularly under pressure.

8. Ability to quickly learn new software applications and legal-specific software packages.

9. Excellent time management, prioritization and organizational skills, including the ability to manage multiple assignments simultaneously and work effectively in a fast-paced and high-pressure environment.

10. Team players with a strong sense of customer service.

11. Reliable and consistent attendance.

12. Ability to maintain a high level of confidentiality.

13. Ability to speak multiple languages preferred.

Skills

Customer Service, Windows 11, MS Office, VPN, legal experience, document management systems, MDM, Intune, ServiceNow

Top Skills Details

Customer Service,Windows 11,MS Office,VPN,legal experience,document management systems,MDM

Additional Skills & Qualifications

Candidates must be polished, have excellent communication skills, and have great customer service skills.

They are looking to fill the following shifts- these times are in pacific time zone.

Shift Name Priority Days Time

Shift A 1 Monday - Friday 4 AM - 12 PM

Shift B 2 Saturday - Wednesday 8 AM – 4 PM

Shift C 2 Monday - Friday 10 AM – 6 PM

Shift D 3 Wednesday – Sunday 5 AM – 1 PM

Shift E 3 Friday - Tuesday 1 PM – 9 PM

Shift F 3 Sunday - Thursday 9 PM – 5 AM

Shift G 3 Tuesday - Saturday 9 PM – 5 AM

Shift H 1 Monday - Friday 7 AM - 3 PM

Experience Level

Expert Level

This is a Permanent position based out of New York, NY.

The pay range for this position is $70000.00 - $75000.00/yr.

Excellent medical, dental, holiday pay, PTO, retirement plan, overtime pay.

This is a fully remote position.

This position is anticipated to close on Apr 30, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.