Help Desk Support Specialist

Warner Norcross Judd is seeking a Help Desk Support Specialist (HDSS) to join our Information Systems (IS) team in Detroit. This role serves as the first point of contact for firm members seeking IS assistance. This role provides frontline support for a variety of technical issues, including hardware, software, networking, system access, security, and office technology. The HDSS ensures timely resolution of technical inquiries, escalates complex issues when necessary, and helps maintain firm-issued devices to support seamless operations across all offices. The ideal candidate is a proactive and customer-focused professional with strong problem-solving skills, excellent communication, and the ability to troubleshoot a variety of technical issues efficiently.

About the Opportunity

Responsibilities:

• Responds to and troubleshoots IS support requests received via phone, email, walk-in, or the Help Desk Portal, ensuring timely and effective issue resolution, including providing after-hours support as needed.
• Utilizes remote management tools for patching, scripting, and remote support.
• Tracks and manages daily tickets in the ticketing system, following up on unresolved issues.
• Maintains and updates firm forms and web pages as requested.
• Creates, updates, and removes user accounts and system access as needed.
• Develops expertise in WN&J professional and legal software and provides troubleshooting support.
• Provides in-person IS and hardware support, including desk-side assistance and on-site troubleshooting, at firm offices as needed.
• Sets up and maintains conference room technology for meetings and events.
• Trains firm staff on IS-related topics, software, and best practices.
• Supports and manages employee lifecycle changes within IS systems, including new hires, departures, and updates.
• Collaborates with fellow Help Desk team members to ensure seamless IS support.
• Assists the Information Technology team with projects and initiatives as needed.

Competencies

• Effective communication skills
• Good interpersonal skills
• Effective problem solver
• Energetic
• Team Player
• Follow through
• Passion for learning
• Attention to detail

The HDSS role at Warner supports the Firm’s foundational values by demonstrating teamwork through close collaboration with all firm members to resolve technical challenges efficiently. Respect by providing courteous and professional support, ensuring a positive experience for all users. Adaptability through quickly adjusting to evolving technologies and troubleshooting a wide range of technical issues. Service through the commitment to delivering timely and effective technical support, and excellence through a dedication to high-quality solutions and continuous improvement in technical support.

About You

Experience, Education and Training:

• Associate's or Bachelor's degree preferred; equivalent work experience considered.
• Experience in an IT support or help desk role preferred
• Experience in a customer services role required
• Proficiency in Windows OS, Microsoft Office Suite, and remote management tools.
• Familiarity with Active Directory, Exchange, and ticketing systems (e.g., Fresh Service) is a plus.

About Warner

Warner is a full-service corporate law firm with 230 attorneys practicing in nine offices throughout Michigan: Bloomfield Hills, Detroit, Grand Rapids, Holland, Kalamazoo, Lansing, Macomb, Midland and Muskegon. To learn more, visit www.wnj.com, follow us on X @WNJLLP or connect on LinkedIn or Facebook.

About Our Benefits

• Comprehensive medical, dental, and vision insurance plans
• Firm-provided life insurance and disability coverage
• 401k with employer contribution or match depending on plan design
• Generous PTO and leave policies
• Firm holidays
• Remote work flexibility
• Wellness program
• Employee assistance program
• Professional development opportunities

About Our Culture

Warner’s cultural motto is “Fun, Pride Profit...in that Order”. We build A Better Partnership through:

Teamwork – Warner’s lockstep compensation model encourages teamwork and distinguishes us from our competitors. Partner and associate salaries are set based upon seniority, not total hours worked, encouraging client legal projects to be routed to the most knowledgeable person in the firm. Our team approach to compensation yields better legal representation for our clients and lays the foundation for a fun culture without internal financial competition. We have a team atmosphere where people like working together and supporting each other.

Diversity – At Warner, we take an “all in” approach to DEI – engaging people at all levels of the firm to lead and participate on DEI committees and initiatives. This ensures a broad base of support from team members truly invested in leading the charge. It’s because of their time and efforts we are as successful as we are – and that success radiates throughout the whole firm. Our DEI work has become not only the right thing to do, but more importantly, what our people want to do.

Careers – Our culture of balanced personal and professional lifestyle allows us to maintain a 94% attorney retention rate. Attorneys throughout Michigan, the region and beyond are choosing Warner as their forever home – and because of our dedicated focus on living balanced lives, our attorneys’ families are fully supporting these important decisions.

Community – Warner’s time-honored community engagement initiatives include financial contributions to 150 nonprofits, scholarships and paid time off for all firm members to engage in community initiatives that are meaningful to them.

EEO Statement

Warner Norcross Judd LLP is committed to diversity, equity, and inclusion in our workplaces. We are committed to building a firm that reflects the diversity of the clients and communities we serve. We can foster inclusion and equity by moving beyond barriers and rejecting stereotypes based on gender, race, color, religion, national origin, age, disability, sexual orientation, gender identity, and veteran status. The result is a high performing team of professionals providing excellent service to our clients.

How to Apply

We appreciate your interest in exploring career opportunities with Warner. To apply, visit WNJ.com and navigate to the Careers section, then select Staff Openings. Click Add to Apply List and then Apply to create a profile and continue with your application.

Closing Statement

Warner hires top talent at every point in our organization. We are seeking dedicated professionals with diverse backgrounds who strive to support the Firm and its goals. Our collegial culture attracts people with diverse skills and backgrounds who are dedicated to teamwork and client service.