Helpdesk Technician (Entry/Mid-Level) – Law Firm

About Us

We are a well-established law firm looking for a skilled and customer-focused Helpdesk Technician to serve as the frontline IT support for our attorneys, medical investigators, paralegals, and staff. The ideal candidate will have a solid technical background, excellent troubleshooting skills, and the ability to support a wide range of business applications, IT systems, and mobile devices.

Responsibilities

• Serve as the first point of contact for IT support calls, providing frontline technical assistance.
• Troubleshoot and resolve issues with Windows 11, Microsoft 365, Adobe, iManage Cloud, Mimecast, Prolaw, Perfect Law, and RingCentral.
• Diagnose and resolve user issues related to software applications, network connectivity, and peripheral devices.
• Set up and configure new workstations, laptops, iPhones, and iPads, ensuring all required applications and security settings are properly installed.
• Support and troubleshoot printers, scanners, and other office peripherals.
• Assist with phone system (RingCentral) troubleshooting and user support.
• Expertise in Zoom & Video Conferencing Platforms: Proficient in setting up, managing, and troubleshooting Zoom and other video conferencing systems for legal proceedings, including mediations and depositions.
• Manage user accounts and permissions within Active Directory and cloud-based platforms.
• Assist users who work remotely with remote access setup and troubleshooting their remote devices.
• Document and track support requests in a document management system, escalating complex issues as needed.
• Provide guidance and training to users on IT best practices and efficient use of firm applications.
• Collaborate with IT leadership on process improvements and technology upgrades.
• Travel to satellite offices and/or attorneys' homes upon request to provide on-site IT support.
  
  

Qualifications

• 1-3 years of experience in an IT support or helpdesk role.
• Strong troubleshooting skills for Windows 11, Microsoft 365, Adobe, iManage Cloud, Mimecast, Prolaw, Perfect Law, and RingCentral VOIP.
• Experience with mobile device support (laptops, iPhones, iPads), remote access troubleshooting, Active Directory, basic networking (Wi-Fi, VPN, remote access).
• Ability to travel as needed to satellite offices and attorneys' homes for on-site support.
• Strong problem-solving skills and the ability to work independently.
• Excellent verbal and written communication skills with a customer-service-oriented mindset.
• Ability to manage multiple priorities in a fast-paced legal environment.
• Previous experience supporting IT in a law firm or professional services firm is a plus.
  
  

We offer a complete benefits package including health/dental & vision insurance, 401(k) plan, paid vacation, and sick leave. Salary is commensurate with experience. E-mail resume to: JAL@grossmanroth.com. All inquiries will be handled confidentially.