Tier I Help Desk Technician

Westaff’s Career Division is not recruiting for a Tier I Help Desk Technician to provide first-line technical support to attorneys, paralegals, legal assistants, and administrative staff in a fast-paced law-firm environment. This role is responsible for resolving routine technology issues, assisting users with Microsoft Office and legal-document workflows, accurately documenting support requests, and escalating more complex issues to senior IT staff or outside vendors when appropriate.

This position is for a local, well established corporate law firm. In office position (not remote). Monday - Friday, 830am-500pm.

Salary range is $45K-55K plus benefits

The ideal candidate is patient, professional, service-oriented, and comfortable working directly with users who have varying levels of technical experience. Candidates with paralegal, legal assistant, litigation-support, or legal-document-production experience-and strong technical aptitude-are especially encouraged to apply.

Responsibilities: * Provide responsive first-level technical support by phone, email, remote-support tools, and in person.

• Serve as a professional and approachable point of contact for attorneys, paralegals, legal assistants, and business-services staff.

• Troubleshoot common Windows PC issues, including login problems, printers, monitors, docking stations, keyboards, mice, audio devices, and basic network-connectivity issues.

• Assist users with Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint.

• Support Microsoft Word document formatting, including styles, tables of contents, headers and footers, page numbering, section breaks, templates, track changes, redlining, comments, and document comparison.

• Assist with PDF-related needs, including creating, combining, converting, saving, printing, and basic troubleshooting of PDF documents.

• Support legal-document workflows involving pleading formatting, exhibits, discovery materials, court filings, document revisions, and version control, as applicable.

• Create, configure, deploy, and troubleshoot user workstations, laptops, monitors, printers, and peripheral devices.

• Assist with user on-boarding and off-boarding tasks, including workstation setup, account-access coordination, equipment issuance and recovery, and basic orientation to firm technology.

Reset passwords and assist with multi-factor authentication, account-access issues, and approved access requests in accordance with firm security procedures.

• Record incidents, requests, troubleshooting steps, and resolutions in the firm’s ticketing system.

• Prioritize support requests based on urgency, business impact, attorney needs, court deadlines, hearings, trials, and client-service requirements.

• Escalate hardware failures, complex application issues, security concerns, network issues, and unresolved incidents to appropriate IT personnel or vendors.

• Maintain confidentiality and handle all firm, client, case, financial, and personnel information with discretion.

• Follow firm IT policies, security procedures, documentation standards, and service-level expectations.

• Help maintain IT documentation, user guides, knowledge-base articles, and standard operating procedures.

• High school diploma or equivalent; associate degree, technical certification, or equivalent practical experience is preferred.

• One or more years of help desk, desktop support, technical-support, legal-technology, paralegal, legal-assistant, or comparable customer-service experience.

• Strong working knowledge of Microsoft Office, particularly Microsoft Word and Outlook.
• Ability to troubleshoot common PC hardware and Windows operating system issues.

• Familiarity with basic concepts related to printers, network connectivity, Wi-Fi, user accounts and passwords.

• Strong interpersonal, verbal, and written communication skills.
• Ability to explain technical issues and instructions clearly to nontechnical users.
• Excellent customer-service skills, including patience, empathy, professionalism, follow-through, and sound judgment.