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# Service Desk Specialist II

- **Company:** Bowman and Brooke
- **Location:** Troy, MI, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Adobe Acrobat, Active Directory, Software Suite, VoIP, Law Practice Management Software, Document Management Systems, Issue Tracking Systems, Local Area Networks, Office Suite, Remote Access Technology, Windows Remote Assistance, Tablet Computers, Peripherals, Computer Equipment, Information Technology, Laptops
- **Published:** September 27, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=95f53b5080105894

## About the Role

Education, Experience, Skills:

 * High school diploma plus a minimum of 3 years of experience in a technical support role (deskside preferred)
 * Demonstrated proficiency with Windows 11, M365 Office Suite, computer hardware and peripherals
 * Knowledge of basic networking principles and Active Directory concepts
 * Working knowledge of the following:
*

 + desktop remote assistance
 + document management system (iManage Work preferred)
 + imaging and desktop deployment
 + ticket tracking software
 * CompTIA A+ and Microsoft Certified Professional certifications preferred
 * Exemplary customer service skills in an occasionally demanding and stressful environment
 * Strong written and verbal communication skills and the ability to effectively collaborate with team members
 * Maintain a professional demeanor and appearance in line with office standards, including appropriate attire and conduct
 * Strong organizational and time management skills
 * Proven ability to translate technical jargon and concepts to non-technical users
 * Must be able to work "on-call" shifts on a regular basis. This includes weekday evenings and weekend days.
 * Occasional travel to trial sites or other office locations as needed

## Description

* Resolve user issues with our software suite (Windows 11, M365 Office Suite, Adobe Acrobat, Microsoft Teams, iManage Work, and other legal software)
 * Direct support for all hardware devices (desktops/laptops, tablets, smartphones, printers, VoIP phones, and audio/visual equipment)
 * Resolve firmwide user issues via remote access support and local desk-side service
 * Troubleshoot basic local network issues under direction of IT Infrastructure Team
 * Serve as subject matter expert for at least one application or process
 * Perform general technical support tasks and other projects/duties as assigned
 * In-office audio/visual support for meetings utilizing Microsoft Teams Room systems
 * Oversight for at least one additional office location, to include regular onsite visits
 * Support trials across the country, working onsite at trial locations as needed
 * Maintain the security/privacy of Firm data and assets


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