User Support Specialist
Job in
Scranton, Lackawanna County, Pennsylvania, 18512, USA
Listed on 2026-09-13
Listing for:
Cleared2Hire | The GovTech Talent Platform
Per diem
position Listed on 2026-09-13
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
- Responsible for end-user support, including ticket escalation from junior support analysts,for all Firm applications and peripheral hardware including cloud platforms during normal business hours and regularly scheduled assigned on-call hours.
- Research to identify, diagnose and resolve IT issues and resolutions of end user support requests.
- Continue to develop skills, knowledge and an ability to improve processes and procedures by keeping up with current IT trends and developments.
- Ensure all end user support requests are entered in the Help Desk call tracking system.
- Provide support for Teams and Zoom AV conferences and meeting platforms.
- Assist in managing and maintaining hardware asset inventories of desktops, laptops and printers and other devices.
- Responsible for moving, setting up and implementing changes to firm issued hardware, including printers, computers, monitors (ability to move 25-50lbs).
- Manage network printer/copier setup and changes.
- Provide support for firm approved and issued mobile devices, including, Apple iPhone and Android devices.
Skills and Abilities
- Excellent customer service and the ability to communicate effectively with attorneys, staff and clients; able to work well as part of a team.
- Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure.
- Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN.
- Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions.
- General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues.
- Solid knowledge of other mobile devices, iPhone, Android devices and experience with troubleshooting.
- Advanced experience supporting iManage document management platform and integrated applications.
- Familiarity with help desk ticketing systems such as Fresh Service is also a plus.
- Knowledge of cloud based VOIP phone systems is also a plus.
- Some travel to other offices in the US may be required.
- Bachelor’s degree in Information Technology is preferred or equivalent training, education and experience demonstrating the ability to perform the required duties of this position
- Experience with hardware and software troubleshooting procedures and best practices.
- A minimum of five (5) years of IT experience in a law firm environment strongly preferred.
- Familiarity with legal applications and matter centric platforms are a plus.
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