Technical Support Specialist

Seeking an experienced Technical Support Specialist to provide high-quality technical support to end users in our Silicon Valley office. This role is responsible for delivering responsive, customer-focused assistance with hardware, software, networking, telephony, and video conferencing systems, while helping maintain a productive and efficient workplace.

The ideal candidate is a strong communicator with solid troubleshooting skills, excellent judgment, and a proactive, self-directed approach to support.

• Respond to user requests by phone, email, in person, and through remote support tools.
• Troubleshoot and resolve issues related to computers, printers, telephony, video conferencing, network connectivity, and applications.
• Provide technical support for setup, configuration, maintenance, and delivery of hardware and software.
• Train users and team members on hardware, software, and IT processes.
• Write, edit, and maintain knowledge base articles.
• Assist with onboarding of new users.
• Install, test, and configure laptops, peripherals, and software.
• Maintain inventory of equipment, software, and software licenses.
• Manage local moves, adds, and changes for user computer and phone setups.
• Set up conference rooms for audio and video conferencing.
• Maintain a ticketing system and support knowledge base.
• Escalate network and system issues to the appropriate IT staff as needed.

• Minimum of 2 years of relevant experience, preferably in a law firm or professional services environment.
• Strong hands-on knowledge of enterprise and desktop applications, including Windows 10 and Microsoft Office.
• Experience with Active Directory; MCSE certification is a plus.
• Solid understanding of basic networking principles.
• Familiarity with current hardware and software trends.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to travel to other offices as needed.
• Ability to work overtime when required.
• B.S. or B.A. in Information Systems or equivalent relevant experience preferred.