Help Desk Technician

We are seeking a motivated and customer-focused IT professional to join our Helpdesk team at our Headquarters. The Tier I Helpdesk Technician serves as the first point of contact for employees experiencing IT-related issues and is responsible for providing timely, professional technical support to users across the organization.

This entry-level position is ideal for someone looking to develop their IT career in a professional, fast-paced environment. The successful candidate will assist with troubleshooting common hardware and software issues, user account access, printer connectivity, workstation setup, and other day-to-day technical support needs. This role requires strong communication skills, attention to detail, a willingness to learn, and a commitment to providing excellent customer service.

As employees progress in experience, education, and performance consistency, promotional opportunities may become available. Our firm maintains a collegial work environment that prioritizes internal promotion, training, and professional development.

• Serve as the initial point of contact for employees seeking technical assistance with hardware, software, network connectivity, and other IT-related issues.
• Respond to helpdesk tickets, document reported issues, track progress, and provide timely updates to end-users.
• Perform basic troubleshooting for desktops, laptops, tablets, monitors, keyboards, docking stations, and other computer peripherals.
• Assist with installing, configuring, and maintaining Windows and macOS computers and approved software applications.
• Support password resets, account access requests, and basic Active Directory user account administration in accordance with established procedures.
• Troubleshoot common printer, scanner, and multifunction device issues.
• Assist with IP phone setup, basic troubleshooting, and user configuration.
• Support workstation imaging, computer deployment, equipment replacements, and new employee onboarding.
• Assist with employee offboarding by collecting equipment and completing assigned IT access and asset-related tasks.
• Perform basic network connectivity troubleshooting, including Wi-FI, Ethernet, and VPN connection issues.
• Escalate unresolved or complex technical issues to Tier II or Tier III support with clear documentation of troubleshooting steps and results.
• Maintain accurate inventory records for computers, peripherals, and other IT equipment.
• Follow established IT procedures, security policies, and best practices for protecting company systems and confidential information.
• Assist with IT projects, office technology upgrades, and other assignments as directed by the IT team.
• Maintain a professional, service-oriented approach when supporting attorneys, administrative personnel, and other employees.
• Participate in ongoing training and technical development to expand troubleshooting skills and prepare for advancement.

Monday-Friday. This position may be assigned to either:

• 8:30 AM - 5:30 PM
• 1:00 PM - 10:00 PM

Shift assignment based on business needs.

• This position requires traveling to our satellite offices as needed (approximately 5% travel).

• 1-2 years of experience in IT support, helpdesk support, desktop support, or a related technical role. Relevant education, internships, labs, or hands-on technical experience will also be considered.
• Basic knowledge of Windows operating systems and common business software applications.
• Familiarity with computer hardware, peripherals, and basic software troubleshooting.
• Basic understanding of user accounts, passwords, permissions, and Active Directory concepts.
• Familiarity with printers, scanners, and common office technology.
• Strong customer service skills and the ability to…