IT Technology Support Specialist (Level 2)

Provider and its clients are primarily Microsoft shops with some Apple, Linux, and Solaris based systems. Most of our clients use VoIP telephone solutions that are either premise or cloud-based. We support users who increasingly work outside of their offices and use laptops, tablets, smartphones, and MiFi devices that provider maintains & supports., About the role: The Technology Support Associate Level 2 is a client-facing role on Just-Tech’s Client Services Team, providing advanced IT support to legal services organizations nationwide. This position handles escalations, help desk support, and project work, ensuring client systems and applications operate reliably. The role requires strong communication skills with both technical and non-technical users, problem-solving confidence, and the ability to work remotely and on-site with clients in the Syracuse/Rochester, NY area., Client Support & Service Delivery

· Spend most of their time working directly with Just-Tech’s clients, their staff members and their volunteers

· Help ensure that their systems and applications are fully operational

· Provide the support needed to optimally use their technology and deliver legal assistance

Help Desk, Escalations & Project Work

· Provide specialized IT support to legal services providers nationwide

· Perform escalations as well as help desk support and project work

· Work in a fast-paced position supporting multiple client environments

Remote & On-Site Support

· Work both remotely and at client sites

· Be available for client on-site work during regular business hours

· Provide occasional off-hours support

· Participate in occasional overnight travel as required

Qualified candidate must be motivated, resourceful, creative, detail-oriented, maintain grace under pressure, exercise excellent judgment, and welcome the opportunity to learn unfamiliar technologies. Extra consideration will be given to candidates with work or volunteer experience with law firms., Communication & Problem Solving

· Communicate with clients and co-workers at both technical and non-technical levels

· Apply knowledge daily to dig into deep issues and find solutions

· Demonstrate confidence in technical abilities and problem-solving approach

Performance Expectations

· Resolve assigned tickets and escalations accurately and within established service targets

· Deliver clear, respectful, and effective communication to clients and internal teams

· Maintain high-quality documentation and follow support processes consistently

· Demonstrate initiative, problem-solving, and continuous skill development

Required Qualifications:

· 2+ years of IT support or help desk experience

· Experience working in a Managed Service Provider (MSP) environment

· Proficiency with Windows 10/11, Microsoft Office, and Microsoft 365 administration

· Experience with Active Directory, Group Policy, and basic networking concepts (TCP/IP, DHCP, DNS)

· Strong troubleshooting, communication, and client service skills

· Ability to work remotely and travel to client sites in Rochester/Syracuse area or NYC

Preferred Qualifications:

· Bachelor’s Degree in Computer Science, Information Technology, or experience equivalent to same.

· Experience with:

o ConnectWise Manage & Automate/Control

o VMWare and VDI Solutions

o VoIP or TDM telephone systems

o Document imaging or management solutions