IT Specialist

The IT Support Specialist is a highly service-oriented, end-user-focused technology professional responsible for providing responsive, practical, and calm technical support to attorneys, paralegals, accounting personnel, and professional staff in a complex litigation law firm. This role requires strong people skills, sound judgment, urgency, and the ability to shift priorities quickly while troubleshooting software, hardware, connectivity, remote access, business-related software, accounting systems, and litigation-related technology needs. The ideal candidate is approachable, patient, discreet, and able to translate technical issues into clear solutions that keep employees productive and client matters moving forward., · End-User Support and Service Delivery

o Provide responsive first- and second-level technical support to attorneys, paralegals, accounting personnel, and administrative staff by phone, email, remote session, ticketing system, and in person.

o Triage, prioritize, and resolve support requests involving hardware, software, printers/scanners, mobile devices, connectivity, VPN, Microsoft 365, document management, video conferencing, remote access, and business applications, applying appropriate urgency for court deadlines, client deliverables, filings, depositions, and trial preparation.

o Communicate clearly and respectfully with users of varying technical skill levels, providing practical explanations, status updates, and follow-through until issues are resolved.

o Escalate complex or urgent issues to senior IT staff, vendors, or managed service providers while maintaining ownership of user communication and resolution tracking.

· Law Firm, Administrative, and Litigation Technology Support

o Support firm applications and workflows related to document management, time entry, billing, accounting, financial reporting, expense/payment processes, document routing, eDiscovery, transcript review, case preparation, trial presentation, and secure file sharing.

o Assist with technology needs for hearings, depositions, mediations, client meetings, war rooms, conference rooms, and trial preparation, including audiovisual, printing, scanning, and remote participation tools.

o Maintain discretion and confidentiality when supporting users, devices, systems, and data connected to sensitive client matters.

· Systems, Accounts, and Operations

o Assist with onboarding, role changes, equipment setup, account provisioning, access changes, and offboarding for employees.

o Support Windows workstations, laptops, mobile devices, printers, peripherals, Microsoft 365, Active Directory/Entra, security tools, and approved SaaS applications.

o Assist with routine server, network, endpoint, patching, asset inventory, and SaaS administration tasks as directed.

o Document support requests, troubleshooting steps, resolutions, and recurring issues to improve the IT knowledge base, user experience, and service consistency.

· Training, Collaboration, and Continuous Improvement

o Provide patient, practical coaching to employees on firm technology, cybersecurity practices, collaboration tools, and efficient workflows.

o Partner with HR, firm leadership, and IT colleagues on training and development needs that support user adoption and the firm's learning environment.

o Participate in IT projects, software rollouts, upgrades, testing, vendor coordination, and change management activities.

o Stay current on legal technology tools, cybersecurity practices, and support methods relevant to a professional services environment.

· 2-4 years of experience in help desk, desktop support, or end-user technology support, preferably in a law firm, professional services, litigation support, or other deadline-driven environment.

· Strong troubleshooting skills, with the ability to diagnose issues quickly, ask effective questions, prioritize competing requests, and determine practical next steps.

· Service-oriented, patient, professional, and composed when supporting users under pressure or responding to business-critical technology issues.

· Clear written and verbal communication skills, including the ability to explain technical concepts to non-technical users and provide timely status updates.

· Proficiency supporting Windows, Microsoft 365, Outlook, Teams, Office applications, laptops, desktops, printers/scanners, mobile devices, peripherals, remote access, and common connectivity issues.

· Familiarity with Active Directory, Entra ID, user permissions, networking fundamentals, endpoint security, SaaS administration, and related access-management tasks.

· Ability to support accounting, administrative, and legal users with business applications, reporting workflows, billing or financial support requests, printing/scanning needs, and time-sensitive operational issues.

· Experience using ticketing systems and maintaining clear documentation of requests, troubleshooting steps, resolutions, follow-up, and escalations.

· Demonstrated discretion, sound judgment, and respect for confidential client, firm, and user information.

· Ability to work independently, collaborate effectively, and build trusted relationships with attorneys, staff, vendors, and IT colleagues.

Core Competencies

Success in this role requires a service-first mindset, calm professionalism, excellent follow-through, sound judgment, and the ability to support employees with patience and urgency. The IT Support Specialist must be comfortable working in a fast-paced legal environment where priorities can change quickly, and technology issues may affect client service, court deadlines, filings, depositions, or trial preparation.

· Customer service and relationship-building

· Clear communication with technical and non-technical users

· Urgency, responsiveness, and ownership

· Prioritization and adaptability in a deadline-driven environment

· Discretion, confidentiality, and professional judgment

· Attention to detail and strong documentation habits.

· Collaborative problem-solving and continuous improvement

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, Target salary for this position is commensurate with relevant experience: $145,000 - $165,000., * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance