Responsibilities:

• Resolve workstation issues organization-wide to enhance firm-wide productivity and minimize system downtime.
• Support other IT teams by assisting with workstation, application, and testing needs.
• Provide timely on-site and remote support to end-users for firm-provided hardware (desktops, laptops, mobile) and software.
• Assist with multimedia meetings, including support for projectors and video & teleconference systems.
• Respond promptly to technical support requests via phone, email, and in-person, monitoring the office IT group email alias.
• Track, document, and resolve issues using IQ-track, escalating when necessary.
• Educate staff and attorneys on technology tools to improve productivity and reduce usage-related issues.
• Provide incident support at various locations, ensuring swift problem resolution and conducting root cause analysis.
• Conduct diagnostic tests, make recommendations for system issues, and implement solutions.
• Install, maintain, and upgrade equipment and associated infrastructure as needed.
• Manage inventories and liaise with vendors for technology supplies and services.
• Administer software and develop installation and configuration procedures.
• Collaborate with internal IT teams to streamline processes and communications.
• Offer end-user support during non-business hours and participate in on-call rotations.
• Perform onsite visits for assistance and inventory tasks with short notice when required.
• Stay updated on firm software and hardware, participating in relevant training sessions.
• Ensure compliance with department policies and promptly report non-compliant practices.
• Assist in testing new software and hardware, providing feedback as needed.
• Contribute to the firm’s Service Excellence initiative to enhance internal and external perceptions.
• Demonstrate professionalism and proactive communication in interactions with internal stakeholders, clients, and vendors.

Qualifications:

• High school diploma or equivalent required; Bachelor’s degree preferred.
• Minimum of 5 years' experience in Windows workstation implementation, management, and support, ideally in professional services.
• Current certifications in relevant technologies such as Microsoft Windows 10 MCSA, CompTIA Network , and A are desirable.
• Strong communication skills, both written and verbal, for explaining technical concepts effectively.
• Proficiency in Windows, MS Office, MS Office 365, SharePoint, Teams, Zoom, Skype for Business, and NetDocuments or similar document management systems.
• Basic networking knowledge in an MS Server 2008 or 2012 environment.
• Experience in basic laptop and printer repairs, including component replacement.
• Familiarity with video conferencing equipment is advantageous.
• Exposure to Citrix, PGP, Elite, Carpe Diem, Aderant, and Relativity is a plus.
• Ability to interact courteously and efficiently with attorneys, administrative staff, support teams, vendors, and peers.
• Strong ability to work under pressure, manage deadlines, and prioritize tasks effectively.
• Willingness to collaborate effectively as part of a team.