Helpdesk Technician

General

Summary:

Under direction, provide first-line technical support to attorneys and staff across all Firm offices. Serve as the primary point of contact for IT support requests received through the Help Desk phone line and Fresh Service ticketing system. Diagnose and resolve hardware, software, access, and application issues; document troubleshooting activities; and elevate complex issues as needed. This position also provides opportunities to assist with technology projects and gain experience with enterprise systems.

Must be able to follow instructions, complete assignments in a timely manner, and work effectively in a team environment.

• Serve as the first point of contact for IT support requests received through the Help Desk phone line and Fresh Service ticketing system.
• Receive, document, prioritize, track, and resolve user support requests.
• Diagnose and troubleshoot hardware, software, access, application, and peripheral issues.
• Escalate issues requiring advanced support and provide complete troubleshooting documentation.
• Provide high-quality customer service and timely communication to attorneys and staff.
• Assist with workstation deployments, equipment installations, relocations, and hardware replacements.
• Support desktops, laptops, printers, scanners, monitors, docking stations, conference room technology, and other office equipment.
• Assist users with Teams, Zoom, and audiovisual technology issues.
• Maintain accurate hardware inventory and asset records.
• Participate in technology projects, system upgrades, and other IT initiatives as assigned.
• Follow established troubleshooting procedures and document all support activities.
• Work closely with other IT team members to ensure timely resolution of user issues.
• Determine when issues require escalation beyond first-line support.
• Complete and document basic troubleshooting before escalating issues.
• Capture symptoms, error messages, troubleshooting steps, and results.
• Provide clear and complete notes to support efficient issue resolution.

• IT support, customer service, or technical support experience preferred.
• Experience working in a Help Desk or Service Desk environment preferred.
• Strong willingness to learn troubleshooting techniques and develop technical skills.
• Strong knowledge of Microsoft Windows operating systems.
• Excellent customer service and communication skills.
• Ability to remain professional and composed while supporting users in time-sensitive situations.
• Familiarity with ticketing systems such as Fresh Service preferred.
• Previous law firm or professional services experience preferred.