IT Support Technician

The IT Support Technician provides hands-on and remote technical support to firm personnel, assists with user training, and helps ensure the consistent delivery of high-quality IT services. This role reports to the Manager of IT Support Services and requires frequent interaction with staff and partners at all levels of the firm.

The position supports a geographically dispersed user base, participates in firm-wide IT initiatives, and is well suited for a technician who enjoys frontline support and is interested in developing deeper technical skills over time. Periodic travel to other Roetzel offices is required., * Respond to support requests via phone, email, and the ticketing system, providing clear and professional communication throughout the resolution process.

• Provide on-site and remote technical support for PCs, mobile devices, telecommunications systems, printers, copiers, and software applications.
• Support Microsoft Windows 10/11, Microsoft Office 365, and firm-specific applications.
• Troubleshoot issues independently and escalate complex problems following established procedures.
• Participate in a shared 24/7 on-call rotation for critical issues, with defined escalation paths and team support.
• Assist senior team members with server, network, and infrastructure-related tasks as part of ongoing training and IT projects.
• Coordinate with vendors for printers, copiers, telecommunications, and other facility-related technology.
• Document solutions, procedures, and workflows, and contribute to the IT knowledge base.
• Provide step-by-step guidance and technical assistance to users and regional office managers as needed.

Do you have experience in Windows?, Do you have a Associate's degree?, * Associate's degree in Information Technology or equivalent hands-on experience (5+ years) in an IT support or technical services role.

• Strong customer service mindset with a passion for problem-solving.
• Proven troubleshooting skills for PCs, printers, copiers, software, and mobile devices (iOS and Android).
• Proficiency with Windows 10/11 and Microsoft Office 365.
• Experience with computer imaging, software installation, and ticketing systems.
• Strong organizational skills with the ability to manage multiple priorities and follow through to resolution.
• Clear written and verbal communication skills.
• Ability to lift and move computer and office equipment as needed.
• Experience managing vendor relationships is a plus.
• Field technician experience supporting satellite or remote offices is preferred.
• Prior law firm or professional services experience is preferred.

Roetzel & Andress is seeking an IT Support Technician to join our Support Services team in our Cleveland office. We are a dynamic law firm with a positive work environment, offering competitive compensation and excellent benefits., * Competitive compensation and excellent benefits are offered.