IT Support Specialist

The IT Support Specialist provides responsive, professional technical support to attorneys and business-services staff in a fast-paced legal environment. This role troubleshoots hardware, software, network, and collaboration-tool issues; supports secure access to firm systems; assists with user onboarding and technology training; and helps maintain reliable, confidential, and client-focused IT operations., * Provide timely first- and second-level support by phone, email, remote session, and in person.

• Diagnose and resolve issues involving laptops, desktops, mobile devices, printers, operating systems, Microsoft 365 applications, document-management tools, remote-access solutions, and videoconferencing platforms.
• Set up, configure, deploy, and maintain user devices, peripherals, and approved software.
• Provision and deprovision user accounts, permissions, email, and equipment in accordance with firm procedures.
• Support attorneys and staff with secure remote work, meetings, presentations, and time-sensitive client matters.
• Document incidents, service requests, troubleshooting steps, and resolutions in the service-management system.
• Escalate complex or security-related issues appropriately and coordinate with internal teams and vendors through resolution.
• Assist with technology orientation, user training, knowledge-base content, inventory control, patching, and routine system maintenance.
• Follow information-security, records-management, confidentiality, and acceptable-use requirements.
• Participate in scheduled after-hours support, on-call coverage, office moves, and technology projects as needed.

• Associate degree in information technology, computer science, or a related field, or equivalent practical experience.
• Two or more years of technical-support or help-desk experience in a professional-services environment.
• Working knowledge of Windows, Microsoft 365, desktop hardware, mobile devices, networking fundamentals, identity and access management, and remote-support tools.
• Strong troubleshooting, documentation, prioritization, and follow-through skills.
• Clear, courteous communication with users of varying technical proficiency.
• Ability to manage competing priorities calmly and discreetly while protecting confidential information.
• Ability to work independently and collaboratively and to provide occasional support outside normal business hours., * Experience supporting a law firm or other document-intensive professional-services organization.
• Familiarity with legal document-management, document-comparison, time-entry, PDF, e-discovery, or practice-management applications.
• Experience with Microsoft Intune, Entra ID, Active Directory, multifactor authentication, endpoint security, and ticketing platforms.
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft credentials.

Core Competencies

Client service; technical curiosity; sound judgment; discretion; attention to detail; accountability; adaptability; teamwork; and composure under pressure.

This position operates in a professional office environment and may require extended computer use, movement of standard technology equipment, and travel between Gfeller Laurie offices or work areas. Flexibility with schedule and work arrangement will be considered.

Equal Opportunity

Gfeller Laurie is committed to providing equal employment opportunities in accordance with applicable law. Candidates who require a reasonable accommodation during the application or interview process may contact the firm’s HR recruiting representative.

Pay: $25.00 - $40.00 per hour

Expected hours: 40.0 per week, * 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
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance