Information Technology Support Specialist

Seeking an IT End-User Support Specialist for a direct hire opportunity with a client in the legal industry.

A qualified candidate should be able to reliably commute to the Financial District in Manhattan 3x/week, have white-glove support experience, and is authorized to work in the US.

Responsibilities:

• Provide first and second-level technical support to end-users via phone, email, and in-person for hardware, software, and network-related issues.
• Troubleshoot and resolve a wide range of technical problems, including: desktop and laptop hardware and software issues (Windows, macOS), network connectivity problems (LAN, WLAN, VPN), printers, mobile device support (iOS and Android), password resets and account management (via Active Directory)
• Install, configure, and maintain computer hardware, software, and peripherals.
• Coordinate with litigation support on installation/image of “trial laptops”
• Coordinate with repairs (shipping laptops or parts for repair)
• Assist with the setup and maintenance of A/V equipment as needed.
• Document all support requests, troubleshooting steps, and resolutions in a ticketing system.
• Follow established IT procedures and contribute to the development of best practices.
• Escalate complex issues to senior IT staff or external vendors as necessary.
• Assist with IT projects, such as software upgrades, hardware deployments, and system migrations.
• Provide basic training and guidance to end-users on software applications and IT procedures.
• Ensure the security and confidentiality of firm data and systems in accordance with firm policies.
• Support internal software applications (e.g., document management systems, case management software) is a plus

Qualifications:

• Minimum of 4 years of experience in an IT support role within a professional services environment
• Strong knowledge of Windows and macOS operating systems, experience supporting Office 365, Zoom, PowerPoint, Excel, Teams.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience with provisioning, support and maintenance for mobile devices including iPhone, iPad, and Android
• Excellent problem-solving and analytical skills with a strong attention to detail.
• Exceptional communication skills (both written and verbal).
• Ability to prioritize tasks, manage time effectively, and work independently.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to lift and move computer equipment as needed.

Preferred Qualifications:

• Experience supporting legal-specific software applications (e.g., document management systems like iManage or NetDocuments, case management software like Clio or PracticePanther).
• Certifications such as CompTIA A , Network , or Security .
• Experience with remote support tools.