Operations Support, IT​/Tech

Description

As a member of the Information Systems Department, the IS Operations Support role provides frontline operational and end-user support to ensure reliable, secure, and efficient technology services. This position partners with internal teams to manage day-to-day service requests, endpoint devices, and office technology to support business operations.

• Support employee onboarding and offboarding by preparing, deploying, and recovering endpoint devices and peripherals in accordance with asset and security standards.
• Monitor and triage the IT service management (ITSM) ticketing system daily; log, categorize, prioritize, and route incidents and service requests according to SLAs.
• Communicate system outages and service degradations, providing timely status updates and escalation to the IS Operations Manager and appropriate teams.
• Manage multiple priorities simultaneously while delivering a high standard of customer service and clear, professional communication.
• Maintain accurate, auditable technology asset records, including inventory counts, assignments, lifecycle status, and chain of custody.
• Provide on-site and remote support for audio/visual and collaboration meetings (e.g., Microsoft Teams/Zoom), including room setup, connectivity checks, and real‑time troubleshooting.
• Support office moves, expansions, and acquisitions by coordinating technology readiness (endpoints, printers, conferencing, network handoffs) in partnership with internal teams and vendors.
• Provision and configure conference‑room loaner equipment (e.g., projectors, laptops, peripherals) and ensure readiness for scheduled meetings.
• Coordinate shipping, receiving, and tracking of technology equipment between offices, ensuring secure packaging, documentation, and delivery confirmation.
• Diagnose and resolve endpoint hardware issues; coordinate repair, replacement, and warranty/RMA claims with manufacturers and suppliers.
• Provide mobile device support and basic administration using the firm’s endpoint/MDM platform (e.g., device enrollment, policy compliance, and troubleshooting).
• Travel to regional offices as scheduled to provide on‑site technology support, project assistance, and proactive maintenance.
• Provide end‑user support (phone, remote, and desk‑side) for business applications and operating systems, including Microsoft 365 (Office/Outlook/Teams), Windows, document management systems, internet/intranet, and firm‑specific applications.

• Other duties and projects, as assigned.

• High school diploma or equivalent required. Associate’s degree in a related field, or an equivalent combination of education and experience, preferred.

• Minimum of two (2) years of relevant experience in an IT support or IT operations role required; professional services or law firm experience preferred.

• Ability to support scheduled maintenance and incident response that may occasionally occur outside standard business hours; flexibility in availability is required.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Demonstrated commitment to exceptional customer service.
• Ability to learn new technologies quickly and apply information accurately.
• Strong attention to detail with the ability to document work and follow processes consistently.
• Ability to prioritize and execute tasks effectively in a high-volume, time-sensitive environment.

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired…