IT Help Desk Technician

We are seeking an IT Help Desk Technician to provide responsive, high-quality technical support for a busy law firm in Little Rock, Arkansas. This position is expected to work onsite five days per week and will support approximately 35 staff members, including both in-office personnel and remote users as needed.

This role will also provide support to two drop-in offices on an as-needed basis and assist with remote troubleshooting when attorneys or staff are at trial, traveling, or working out of state. We are open to candidates ranging from entry-level to senior help desk experience, provided they bring a cooperative, personable, and collaborative approach to user support.

The ideal candidate understands the urgency of technology issues in a legal environment and works efficiently to resolve routine problems within 5 to 10 minutes whenever possible, minimizing downtime and keeping attorneys and staff productive. This individual should be comfortable in a hybrid Windows and Apple iOS environment and willing to learn firm-specific applications, including support for case management systems, trial technology, and workflow automation initiatives.

Key Responsibilities

· Provide day-to-day desktop and laptop support for attorneys and staff

· Troubleshoot and resolve issues involving printers, copiers, scanners, and other office technology

· Support Microsoft 365 and Microsoft Office applications, including Outlook, Word, Excel, and Teams

· Perform password resets, user account support, and related access troubleshooting

· Provide phone and VoIP support

· Set up, troubleshoot, and maintain conference room technology and AV equipment

· Assist users with remote access and VPN connectivity

· Provide remote troubleshooting support for team members working offsite, including those at trial or working out of state

· Support litigation and trial technology, including software and equipment used in the courtroom or trial preparation environments

· Assist with document management system support

· Help maintain cybersecurity best practices and provide support for basic endpoint protection

· Handle onboarding and offboarding, including device setup, account provisioning/deprovisioning, and equipment preparation

· Support the firm’s two drop-in office locations as needed

· Assist with case management system setup, improvement, and user support

· Support the development and maintenance of automated workflows and related operational technology tools as needed

· Work collaboratively with attorneys, staff, vendors, and leadership to identify and solve technology issues, This position will report to the IT Manager and work closely with the Director of Operations, other managers, and the Founder of the Firm as needed.

· Experience in IT help desk, desktop support, or technical support; all experience levels from entry-level to senior will be considered

· Strong troubleshooting and problem-solving skills

· Ability to communicate technical information clearly and professionally to users with varying levels of technical experience

· Friendly, patient, and service-oriented demeanor

· Cooperative, dependable, and collaborative approach to supporting users and working with leadership

· Ability to prioritize issues and respond with urgency in a fast-paced professional environment

· Comfort supporting both onsite and remote users

· Willingness to learn new systems, legal technology tools, and internal workflows

· Ability to maintain confidentiality and discretion in a law firm environment

Preferred Experience

· Experience supporting:

· Windows desktop and laptop environments

· Apple iOS devices

· Microsoft 365

· Outlook email environments

· Printers, scanners, and multifunction devices

· VoIP phone systems

· VPN and remote connectivity tools

· Conference room and AV systems

· User onboarding/offboarding workflows

· Basic cybersecurity tools and endpoint protection

· Document management systems

· Trial technology or litigation support tools

· Case management systems and workflow automation tools

We offer a competitive benefits package, including:

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Paid holidays

Compensation

Compensation will be based on expertise and experience.

Pay: $15.00 - $22.00 per hour

Expected hours: 40.0 per week, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance