Key Responsibilities:

Technical Support & Troubleshooting:

• Diagnose and resolve complex technical issues involving desktops, laptops, printers, mobile devices, video conferencing systems, and specialized legal software.
• Assist users with operating system, software, and hardware troubleshooting, including Windows, Office 365, document management systems (DMS), and legal practice management tools.
• Provide timely support for remote access technologies such as VPN, Citrix, and virtual desktops.

User Assistance & Training:

• Provide desk-side and remote support to users for technical issues and questions.
• Conduct training sessions or create documentation to improve user knowledge of IT systems and tools.
• Act as an escalation point for Level 1 support staff and guide them in resolving more advanced issues.

Infrastructure & Systems Maintenance:

• Support and maintain the firm's network infrastructure, including patch management and security updates.
• Perform routine system maintenance and backups.
• Assist in deploying software updates and hardware upgrades.

Audio-Visual (AV) & Conference Room Support:

• Maintain and support AV systems used in conference rooms for presentations, video conferencing, and hybrid meetings.
• Ensure seamless operation of AV equipment and promptly resolve any technical issues.

Project & Documentation:

• Participate in IT projects, including system migrations, rollouts, and process improvement initiatives.
• Maintain detailed documentation of systems, configurations, and support procedures.

Security & Compliance:

• Ensure compliance with firm policies and industry regulations related to IT security and data privacy.
• Assist in monitoring and mitigating security incidents.

Qualifications:

Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• 3-5 years of IT support experience, preferably in a legal or professional services environment.
• Experience with Microsoft Windows, Active Directory, Office 365, and document management systems (e.g., iManage, NetDocuments).

Skills & Abilities:

• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent interpersonal and communication skills, both verbal and written.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Customer-service oriented with a strong focus on user satisfaction.
• Experience supporting AV systems, including video conferencing platforms such as Zoom, Teams, or Webex.
• Familiarity with ITIL processes and ticketing systems (e.g., ServiceNow) is a plus.