End User Support Specialist

As an End User Support Analyst, you’ll be on the front lines of our technology experience—troubleshooting applications and hardware, guiding issues from first report to full resolution, and making sure attorneys and staff have the tools they need to succeed. You’ll support everything from day-to-day tech needs to high-stakes offsite meetings and trial setups, working closely with IT teams, colleagues, and vendors across the firm.

If you’re driven by collaboration, precision, and top-tier client service, this role puts you at the center of it all.

• Provide advanced troubleshooting for desktop applications, operating systems, and hardware, using research tools and knowledge bases to resolve issues.
• Support desktops, laptops, peripherals, smartphones, printers/MFPs, and specialized hardware configurations such as dual monitors.
• Log, manage, and document support tickets, ensuring timely responses, clear communication, and user satisfaction throughout the resolution process.
• Deliver desk-side and virtual training on firm-standard and specialized hardware and software.
• Assist with user account creation, modification, and maintenance across firm systems in accordance with established procedures.
• Collaborate with IT teams, vendors, and application owners on complex issues; support infrastructure tasks, participate in projects, and adhere to change management protocols.
• Provides software/hardware support and troubleshooting for programs, meetings, trials, etc., working off-site as required.
• Provides setup and support of trial/off site infrastructure (routers, switches, and servers).
• Support and maintain conference room technology; schedule and monitor video/audio conferences; ensure seamless hardware setup for new hires and office moves; and assist with hardware upgrades, including equipment swaps and user communication.

• College coursework in Information Systems Technology preferred .Five years of PC hardware/software experience with understanding of LAN/WAN and server concepts.
• Strong knowledge of Windows OS and Microsoft Office (Word, Outlook, Excel, PowerPoint).
• Relevant, recent technical certifications preferred.
• Experience in a law firm or professional services environment desirable.
• Ability to assess issues, anticipate needs, and provide proactive, client-focused solutions.
• Effective decision-making based on assessing information and potential outcomes.
• Strong organizational skills with the ability to prioritize and manage multiple deadlines.

Flexibility with work hours and ability to lift up to 25 pounds.