Service Desk Technician

Job Title:IT Service Desk Technician

Department: Information Technology

Location: Rochester, NY

Classification: Nonexempt

Reports To: Director of Information Technology

It is an exciting time to be at Woods Oviatt Gilman. As the firm grows, we work hard to maintain a workplace that is enjoyable day to day and one you can be proud of in the community. We recognize the importance of work/life balance and offer a range of programs that support it.

The IT Service Desk Technician is the first point of contact for firm personnel seeking technical support. Working in a fast-paced professional services environment, the Technician supports a cloud-based Microsoft 365 workplace, a mobile laptop fleet, and the firm's legal applications, for users both in the office and working remotely. Success in this role calls for quick response, clear communication, and methodical troubleshooting.

The position offers a defined path for growth for the right candidate.

• Serve as the first point of contact for internal users requesting technical assistance, by phone, email, ticket, and in person
• Log, categorize, prioritize, and track requests in Jira, the firm's IT Service Desk ticketing system
• Diagnose and resolve hardware, software, application, and network connectivity issues, escalating to senior IT staff when appropriate
• Support Microsoft 365 and the firm's cloud applications, including Outlook and Exchange Online, Teams, SharePoint, and One Drive
• Administer day-to-day identity and access tasks, including account setup, password resets, group and license assignment, and multifactor authentication enrollment and troubleshooting
• Support the firm's laptop fleet through Microsoft Intune, including device enrollment, configuration, application deployment, and encryption and recovery key handling
• Support Net Documents, Docu Sign, Kofax, and other firm applications, and assist users with document workflows
• Provide remote support to attorneys and staff working off-site, including VPN, remote access, and connectivity troubleshooting
• Complete onboarding and offboarding tasks, including equipment provisioning, account and access changes, and asset tracking
• Recognize and promptly elevate phishing reports and suspected security incidents in accordance with firm procedures
• Own tickets through to resolution, providing status updates to users and following up after a fix to confirm the issue is closed
• Document solutions and workarounds, and contribute to the firm's internal knowledge base and support best practices
• Support the firm's managed print environment, including first-level troubleshooting and coordination with the managed print services vendor
• Share recurring issues, user feedback, and process improvement suggestions with the IT team and management
• Build and maintain working knowledge of new technologies adopted by the firm

• Microsoft 365 and cloud collaboration:
  Word, Excel, Outlook, PowerPoint, and Teams, including support for Exchange Online, SharePoint, and One Drive
• Identity and access:
  Microsoft Entra  Active Directory account administration, and multifactor authentication support
• Endpoint management:
  Windows 11 in a managed environment, Microsoft Intune or comparable MDM, and device encryption and recovery
• Service desk tooling: hands-on experience with Jira, including ticket creation, queue management, and workflow
• Remote support: VPN clients, remote access and remote-control tools, and Wi‑Fi and home network troubleshooting
• Networking fundamentals: working understanding of TCP/IP, DNS, and DHCP sufficient to isolate connectivity issues
• Hardware and peripherals: laptop support, mobile device support, docking stations, printers, and multifunction…