The Help Desk Technician serves as the first point of contact for day-to-day technology needs across the firm. This role is responsible for providing prompt, high-touch technical support to both onsite and remote users regarding hardware, networks, operating systems, and critical legal applications. The ideal candidate combines strong technical troubleshooting skills with exceptional customer service to minimize downtime for legal professionals operating under tight court deadlines.
Key Responsibilities
• End-User Support: Provide first-line technical assistance via phone, email, chat, and walk-ins for hardware, software, mobile devices, printers, scanners, and remote network access
• Legal Application Support: Troubleshoot and support specialized legal software platforms
• Hardware Lifecycle & Setup: Configure, image, deploy, and maintain PC and Mac hardware, laptops, and peripheral components. Manage user account creation, password resets, and permission updates.
• Conference & AV Support: Coordinate, test, and troubleshoot video conferencing systems (e.g., Zoom, Microsoft Teams) for client meetings, depositions, and internal training.
• Data Security & Discretion: Strictly adhere to the firm's data governance protocols to secure highly sensitive, confidential client, case, and financial data.
• Documentation & Training: Maintain standard operating procedures and contribute to the internal IT knowledge base. Provide informal, patient technical coaching to lawyers and staff.
Qualifications & Experience
• Experience: Minimum 1–3+ years of experience in an IT help desk or desktop support role. Prior experience working within a law firm or professional services environment is highly preferred.
• Education: High school diploma or equivalent required. An Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
Technical Skills:
• Proficiency with Microsoft 365, Advanced MS Word, and Windows 10/11 environments.
• Certifications (Preferred): CompTIA A+, Network+, or Microsoft Certified Professional (MCP) credentials.