IT Help Desk Specialist

Stites & Harbison PLLC is a full‑service law firm with 12 offices across eight states. We rely heavily on technology to deliver exceptional service to our attorneys, staff, and clients, and are seeking a technically proficient IT Help Desk Specialist to join our team.

We are looking for an in‑house, reliable, personable individual who communicates effectively to join a technical support team assisting all firm personnel, primarily focusing on end‑user desktop and application issues. This is a hands‑on role that requires strong problem‑solving skills and a commitment to customer service.

This is a full‑time, in‑office position based in Louisville, Kentucky. Candidates must reside within commuting distance. Standard working hours are Monday through Friday, 9:00 AM to 6:00 PM.

General IT Support

• Provide first and second‑level support for hardware, software, and network issues via phone, email, Teams, and in‑person requests
• Troubleshoot and resolve technical problems related to the firm’s core applications, hardware, and operating systems
• Perform routine system maintenance, configuration, and user account management including onboarding, offboarding, and password resets
• Document all support interactions, resolutions, and technical procedures accurately in the ticketing system
• Assist with IT projects, hardware deployment, and software upgrades as needed
• Maintain a high degree of professionalism and empathy while interacting with users

Legal & Document Support

• Provide advanced support for complex legal document formatting, including tables of contents, tables of authorities, indices, footnotes, and other structured elements critical to legal filings
• Troubleshoot and guide attorneys and staff through PDF‑to‑Word conversions, including redaction and document cleanup, ensuring proper restoration of styles, numbering, and layout
• Diagnose and assist with legal technology tools including dictation, bates numbering, timelines, flowcharts, spreadsheets, and file sharing best practices

Systems & Productivity

• Windows 11, including configuration and troubleshooting
• Microsoft Office 365, with expert‑level support across Outlook, Word, Excel, PowerPoint, and Teams
• Microsoft Word, with advanced expertise in formatting (styles, numbering, templates, section breaks, headers/footers) and experience with large or heavily edited documents
• Zoom and Teams, including meeting activation, audio/video troubleshooting, and scheduling support
• Familiarity with Apple and Android mobile devices
• Basic printer troubleshooting with vendor ticket escalation as needed

Legal Technology

• Direct experience with a document management system, preferably iManage
• Experience supporting Litera Desktop components such as Compare, Create, and Metadact
• End‑user support experience with Intapp Time, Intapp Conflicts, and Intapp Intake

General

• Proven experience in a professional IT support environment
• Exceptional verbal and written communication skills
• Expected attire is business casual

• Prior experience with legal software, accounting or billing systems
• A+ or similar industry certification
• Experience in a law firm or professional services environment

We offer a competitive salary and a full benefits package including health insurance, retirement plans, and paid time off. We believe a supported team is a high‑performing team.

Stites & Harbison is an Equal Opportunity Employer. We welcome applicants from all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, military or veteran status, or any other status protected by law.