> Markdown version of [/jobs/ext/3088487-it-service-desk-technician](https://www.wearedevelopers.com/jobs/ext/3088487-it-service-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Technician - **Company:** Woods Oviatt Gilman Llp - **Location:** Rochester, NY, United States (Remote available) - **Experience:** Experienced - **Salary:** $55,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Confluence, JIRA, Microsoft Outlook, Cloud Computing, Dynamic Host Configuration Protocol, Document Management Systems, Domain Name System (DNS), Multi-Factor Authentication, Electronic Signatures, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Microsoft PowerPoint, Windows PowerShell, Queue Management Systems, Remote Access Technology, Azure Active Directory, Phishing, Microsoft SharePoint, Software Deployment, TCP/IP, VPN Clients, Cloud Collaboration, Wi-Fi Technology, Connectivity Problems, Peripherals, Home Networking, Microsoft InTune, Computer Equipment, Information Technology, DocuSign, Software Version Control, Kofax - **Published:** September 26, 2026 - **Apply:** https://www.juju.com/job/16_5181537a ## About the Role * Microsoft 365 and cloud collaboration: Word, Excel, Outlook, PowerPoint, and Teams, including support for Exchange Online, SharePoint, and OneDrive * Identity and access: Microsoft Entra ID or Active Directory account administration, and multifactor authentication support * Endpoint management: Windows 11 in a managed environment, Microsoft Intune or comparable MDM, and device encryption and recovery * Service desk tooling: hands-on experience with Jira, including ticket creation, queue management, and workflow * Remote support: VPN clients, remote access and remote-control tools, and Wi-Fi and home network troubleshooting * Networking fundamentals: working understanding of TCP/IP, DNS, and DHCP sufficient to isolate connectivity issues * Hardware and peripherals: laptop support, mobile device support, docking stations, printers, and multifunction devices * Applications: Kofax Power PDF, and Microsoft Edge as the firm's standard browser Preferred * Experience supporting a document management system, ideally NetDocuments * Experience with DocuSign or another e-signature platform * Familiarity with Confluence or another knowledge base platform * Basic PowerShell for routine administrative tasks * Prior experience in a law firm or other professional services environment * Relevant certifications such as CompTIA A+, ITIL Foundation, or a Microsoft 365 endpoint administrator credential, * Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users * Demonstrated troubleshooting and problem-solving ability, including the judgment to know when to escalate * Proven ability to work collaboratively as part of a team * Consistent accuracy and attention to detail in both technical work and documentation * Ability to organize, prioritize, and manage competing requests in a high-volume environment * A respectful, friendly, and service-oriented approach to colleagues at every level of the firm * Ability to influence outcomes and improve processes constructively and without confrontation * Analytical, curious, and process-oriented, with an interest in continued technical development * Discretion and sound judgment in handling confidential and privileged information Education and Experience: * Bachelor of Science in Information Technology, Computer Science, or a related field, or equivalent practical experience * Two or more years of experience in an IT service desk or help desk support role Physical Requirements: The following are representative of the physical demands of this position. Reasonable accommodations may be made for qualified individuals with disabilities. * Ability to transport and position computer equipment, printers, and related hardware * Ability to bend, reach, and remain standing for extended periods * Ability to lift and move items weighing up to 50 pounds ## Description The IT Service Desk Technician is the first point of contact for firm personnel seeking technical support. Working in a fast-paced professional services environment, the Technician supports a cloud-based Microsoft 365 workplace, a mobile laptop fleet, and the firm's legal applications, for users both in the office and working remotely. Success in this role calls for quick response, clear communication, and methodical troubleshooting. The position offers a defined path for growth for the right candidate., * Serve as the first point of contact for internal users requesting technical assistance, by phone, email, ticket, and in person * Log, categorize, prioritize, and track requests in Jira, the firm's IT Service Desk ticketing system * Diagnose and resolve hardware, software, application, and network connectivity issues, escalating to senior IT staff when appropriate * Support Microsoft 365 and the firm's cloud applications, including Outlook and Exchange Online, Teams, SharePoint, and OneDrive * Administer day-to-day identity and access tasks, including account setup, password resets, group and license assignment, and multifactor authentication enrollment and troubleshooting * Support the firm's laptop fleet through Microsoft Intune, including device enrollment, configuration, application deployment, and encryption and recovery key handling * Support NetDocuments, DocuSign, Kofax, and other firm applications, and assist users with document workflows * Provide remote support to attorneys and staff working off-site, including VPN, remote access, and connectivity troubleshooting * Complete onboarding and offboarding tasks, including equipment provisioning, account and access changes, and asset tracking * Recognize and promptly escalate phishing reports and suspected security incidents in accordance with firm procedures * Own tickets through to resolution, providing status updates to users and following up after a fix to confirm the issue is closed * Document solutions and workarounds, and contribute to the firm's internal knowledge base and support best practices * Support the firm's managed print environment, including first-level troubleshooting and coordination with the managed print services vendor * Share recurring issues, user feedback, and process improvement suggestions with the IT team and management * Build and maintain working knowledge of new technologies adopted by the firm ## Related Videos - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Generating ODF Files in JavaScript — Without LibreOffice](https://www.wearedevelopers.com/magazine/752-generating-odf-files-in-javascript-without-libreoffice) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)